1. BUILDING A REFERRAL BASED
BUSINESS

2. Customer Service…

3. The business must serve them by
providing profits ...
4 Different Customers…
THE OWNERS

4. 4 Different Customers…
THE TEAM
The business must serve them, by
providing recognition and a paycheck…

5. 4 Different Customers…
THE SUPPLIERS
The business must serve them,
by paying bills…

6. 4 Different Customers…
THE CUSTOMERS
The business must serve them, by
filling their needs…

7. Customers have…
NEEDS
and
WANTS

8. Discover what they ...
and, sell them what they ...
You must…
WANT
NEED

9. Relationships need Communication ...
Because you’re building a…

10. The Emotional Bank Account…
DEPOSITS WITHDRAWLS

11. Your Ideal Customer…
A
B
C
D
wesome
asic
an’t deal with
ead

12. Who are your Top 20% ... ?
Information is power…

13. Do Customers leave feeling?…
OR

14. But, they talk about getting more than they ...
Customers expect…
SATISFACTION
EXPECTED

15. Don’t wait until there’s a problem to start
taking care of your customers …
Good Customer Service is…
PROACTIVE

16. Something, more than they
How can you give…
CUSTOMERS
EXPECT

17. Time to think outside the square ...
Keep on getting better…
INNOVATE

18. Times when it really counts to impress with
your service ...
What are your…
MOMENTS OF TRUTH

19. List as many of your ...
as you can ...
Your Customer Interaction…
MOMENTS OF TRUTH

20. You just DON’T CARE...
68% of people leave because of…
PERCIEVED INDIFFERENCE

21. • 1% - Death
• 3% - Move House
• 5% - Buy from a friend
• 9% - Sold by a Competitor
• 14% - Product/Price
• 68% - Perceived Indifference
People leave because…

22. Winning Customer Service…
• Consistency
• Easy to buy
The WOW Factor

23. How can you use this in your business ... ?
What gives your customers a feeling of…
CONSISTENCY

24. How can you use these in your business ... ?
How can you make your customers feel that it’s…
EASY TO BUY

25. How will you ensure this happens for every
“A” Grade customer?…
What can you do to give your business the ...
THE WOW FACTOR

26. SUSPECT
The Ladder of Loyalty

27. Someone is a SUSPECT if they fit your target market..
TARGET MARKET

28. SUSPECT
PROSPECT
The Ladder of Loyalty

29. and, you collect their ...
Someone is a PROSPECT if they
TAKE ACTION
DETAILS

30. SUSPECT
PROSPECT
SHOPPER
The Ladder of Loyalty

31. and, you confirm their ...
Someone is a SHOPPER if they
BUY SOMETHING
DETAILS

32. SUSPECT
PROSPECT
SHOPPER
CUSTOMER
The Ladder of Loyalty

33. Someone is a CUSTOMER if they…
BUY A SECOND TIME

34. SUSPECT
PROSPECT
SHOPPER
CUSTOMER
MEMBER
The Ladder of Loyalty

35. and, they feel like they ...
Someone is a MEMBER if they have a…
MEMBERS KIT
BELONG

36. Consistent communication is key…
• Weekly or fortnightly blog/newsletter
• Regular value adds
• Member sites?
• Forums
• Other?

37. SUSPECT
PROSPECT
SHOPPER
CUSTOMER
MEMBER
ADVOCATE
The Ladder of Loyalty

38. Someone is an ADVOCATE if they…
TELL OTHERS
ABOUT YOU

39. SUSPECT
PROSPECT
SHOPPER
CUSTOMER
MEMBER
ADVOCATE
The Ladder of Loyalty

40. Someone is a RAVING FAN if they…
DO YOUR SELLING
FOR YOU !

41. They want customers to ...
rather than ...
The FEDEX lesson…
STAY, SAY + PAY
WALK, SQUAWK + BALK

42. People pay for ...
Remember…

43. Write down….
5 WAYS
YOU CAN
IMPROVE CUSTOMER
SERVICE
IN
YOUR BUSINESS

44. Asking for referrals
IF YOU DON’T
ASK YOU
DON’T GET

45. Asking for referrals
NO TODAY
DOES NOT
MEAN NO
TOMORROW

46. Asking for referrals
MAKE IT EASY
FOR YOUR
CLIENTS TO
REFER

47. Asking for referrals

48. Ways to ask for referrals
1. The business card
2. At the point of sale
3. After an emotional moment
4. At their premises (Mark Capelin)

49. Focus on WALLET SHARE

50. 6 times easy to get an existing client to buy again

51. Cash is king

52. The one minute millionaire

53. Ideas to make more money
1. Increase your prices
2. Impulse buys
3. Sell premium service
4. Up sell
5. Down sell
6. Create bulk deals
7. Stop discounting
8. Sell information
products
9. Sell other peoples
products
10. Sell complimentary
products

54. The fastest way to get RICH
CHUNK
SELL