1. Exceptional Service for
Exceptional Profits

2. Exceptional service = Exceptional profits
Presented by:
Gil Li-ran
VP of marketing – RE/MAX Israel
Coach & Trainer

3. Why service?

4. Why service?

5. Why service?

6. Why service?

7. Why service?
Exceptional service is
The ULTIMATE weapon

8. People share two kinds of service:
Terrible service
Exceptional service
The ability to share today is greater than ever
Exceptional service = differentiation
Good service is fine, but it doesn’t differentiate
Remember who’s the boss
The client pays our salary
Why service?

9. Clients don’t buy products or services:
They buy good feelings
They buy problem solving
Most clients needs are emotional, not rational
Your brand is what people say about you
Our focus should be on service before anything else
Creating value that exceeds the limits of our product
Generating a unique service experience
Why service?

10. Constant exceptional
service requires
constant inspiration

11. Service story #1

12. Service story #2

13. What can I give that no one else has?
How can I stay in touch or thank the
people who didn’t choose me?
What can I give that is completely
unexpected?
3 fundamental questions

14. Personalization to clients’ needs
Who do I buy from?
What do I buy?
How do I buy?
Creating trust and caring
Can I trust you?
Are you good at what you do?
Do you really care about me?
21st century service

15. Thinking outside the box
The surprise and shock factor carries a huge impact
Showing gratitude and appreciation to our clients
Treat clients as if they were guests at your house
Loyalty is more important than satisfaction
Satisfied customers are still price-driven
21st century service

16. Service story #3

17. Service story #4

18. What is positioning?
It’s not “what is my service?”
It’s not “what do I think my service is?”
It’s what my clients think about my service
Why is positioning important?
Allows me to get to more customers
Allows me to receive higher commissions
Allows me to enjoy my business and grow
Service & positioning

19. What is my positioning?

20. PRICE Low costTop price
QUALITY
Exceptional serice
Low level service
Competitor 2
Competitor 3
Competitor 4
Competitor 9
Competitor 7
Competitor 6
Competitor 5
Competitor 8
Competitor 1
ME

22. Service story #5

23. Exceptional service
Listen 80% of the time
Small gestures – “The Frugal WOW”
It’s not the gift – it’s the thought behind it
Express gratitude & appreciation
Try to always say “YES”
Thoroughly explain your “NO”
If you can’t help – recommend someone who can

24. Service story #6

25. Possible communication formats:
Handwritten notes letters
E-mails
SMS IM
Short videos
Communication 1 – a client that didn’t sign
Communication 2 – one day after listing (seller)
Communication 3 – one day after first call (buyer)
Let’s get practical!

26. Communication 4 – birthdays (including family)
Communication 5 – relocation one year anniversary
Communication 6 – social media life event follow up
Communication 7 – important real estate news
Communication 8 – important neighborhood news
Nurture a warm and fun environment
Let’s get practical!

27. Frugal WOW:
Sending a new buyer a pizza to the new home
Send a seller a “thanks for choosing me” gift
Rewards referral recommendations with gift voucher
Random phone calls showing support, interest & gratitude
Windshield voucher for people who got parking fines
And so much more!
Let’s get practical!

29. Exceptional service values
Personalize
Create emotional bond
Inform and update
Be open and transparent
Express gratitude and appreciation
Go the extra mile
Inspire yourself – everyday!

30. Exceptional service
=
Exceptional profits

31. Exceptional service
=
Exceptional LIFE

32. To view this presentation please
Send an e-mail titled “SERVICE”
To: gil@gilliran.com
THANK YOU!