Transcript Welcome! [themma.org]

Welcome!
“The 7 Slight Edges
to Creating More Referral Sources”
‘Insights & Applications’
MINNESOTA MORTGAGE ASSOCIATION
April 16, 2014
26 Years!!
Time management Guy
Mission Statement Guy
Sales People
Managers, Supervisors, & Executives
Applications
“Who am I?”
“Who do I do it for?”
“What do they need or want from me?”
“How will they change as a result of what I give them?”
Craft your ‘Statement of Purpose’ no longer than 2 or 3 sentences.
Applications
Ask yourself; “What part of my Big Picture have I failed to take action on?”
Don’t rationalize it. If it’s part of your Big Picture and you haven’t taken action
on it, it’s because you lack Courage.
Applications
“How can you measure the level of service you personally provide?”
Listen to your voice, does it reflect living in your history or living in
your imagination?
Customer Service
defined
THE SUM TOTAL EXPERIENCE OF US
MEETING AND EXCEEDING THE
CUSTOMERS’ INTELLECTUAL AND
EMOTIONAL NEEDS.
The Quality Model
Quality
Prevent/Enhance
Ford
Dealer
Us
Exceptional Cus. Ser.
Customer Service
The Necessary Evil
It can be Expensive
It can be Duplicated
It has a Perception Problem
The Quality Model
Candor
Quality
Prevent/Enhance
Sheraton
Mgmt.
Front Desk
Me
Exceptional Cus. Ser.
Customer Service
Applications
For one week, keep a time log.
Track the minutes and hours you are, either with a customer or doing something
on the customers’ behalf.
If you are spending less than 80% of your time doing something with or for the
customer, you’re NOT putting out enough EFFORT.
Applications
Begin today to LISTEN to the kind of questions you are asking yourself.
Change any non-affirming questions into AFFIRMING questions.
Ask for more referrals.
Teach everyone in your office how to ask for a referral.
Applications
1. Look at your work area. Ask yourself, “How can I reduce costs to the benefit
of the customer?”
2. Keep a money log. 1 month out of every quarter.
Applications
Put yourself through a brainstorming session.
Ask yourself, “What problems does my company solve?”
“What goals do my products and services help the customer reach?”
Dig deep.
Start talking that way.
Giveaways, Opens, and Webinars
If you would like a copy of todays’ PowerPoint—send me an email, bring me your card,
or bring me a flash
“Leading Service Teams” open workshop, May 13th in Bloomington.
◦ $99.00 (marked down from $199.00)
“7 Slight Edges” webinar recording—60 minutes with materials
◦ $49.00 (marked down from $99.00)
◦ Unlimited usage
Contact Information
Mark Isaac
Owner/Facilitator/Author
612-308-3065
[email protected]
www.LinkedIn/in/7slightedges
Twitter @7slightedges
www.Facebook.com/7slightedges