Exceptional Service for Exceptional Profits Why service Why

Exceptional Service for Exceptional Profits

Why service?

Why service?

Why service?

Why service?

Why service? Exceptional service is The ULTIMATE weapon

Why service? 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? 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

Constant exceptional service requires constant inspiration

Service story #1

Service story #2

3 fundamental questions 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?

st 21 century service 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?

st 21 century service 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

Service story #3

Service story #4

Service & positioning 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

What is my positioning?

Exceptional serice ME Competitor 1 Competitor 2 Competitor 3 Competitor 6 Competitor 5 Competitor 4 Competitor 7 Competitor 9 Competitor 8 Top price QUALITY PRICE Low level service Low cost

Service story #5

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

Service story #6

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

Let’s get practical! Communication 3 – one day after first call (buyer) 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! 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!

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!

Exceptional service = Exceptional profits

Exceptional service = Exceptional LIFE