"7 Slight Edges to Keeping Your Customers"
Post on 13-Nov-2014
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“The Seven Slight Edges to Keeping Your
Customers”
Insights & Applications
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I used my 26 years experience working with companies all around the world, helping them keep the customers they have and grow their
business from the inside.
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“What does Harley-Davidson manufacture?”
Motorcycles.
“What does Harley-Davidson sell?”
An image.
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Companies that deliver great service don’t talk about their products and services are, they talk about how their products and services serve.
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7Applications
“What problems do our services solve for the customer?”
“What goals do our services help the customer reach?”
“What image do we create for our customers?”
Start talking that way.
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Companies that deliver great service know why they deliver great service.
They know what’s in it for them, long term.
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They are into delayed gratification, as apposed to instant gratification.
They know their actions today, have consequences later.
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Service providers who only see the small picture, come to work at 8:AM and ask:
“When and where is lunch?”
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“What is the purpose for us being in business?”
Make money?
Help customers?
Contribute to the community?
No on all counts.
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“We are all here to create a customer”
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14Applications
Answer these questions.
“What do I do?”
“Who do I do it for?”
“What do they need or want?”
“How will it change them?”
From these answers, craft a ‘statement of purpose.’
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Companies that deliver great service follow through on the things they say they are going to do.
They don’t let excuses stop them from going forward on a good idea to deliver a customer experience.
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17Applications
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.
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Faith is about measurements. You must be able to measure the level of service you provide.
How do you currently measure the level of service you provide. Use that to measure progress towards your goals.
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20Applications
“How can you measure the level of service you personally provide?”
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Affirming Questions are questions that help us to look for solutions, opportunities, and better outcomes.
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Don’t ask; “Why am I so fat?”
Ask instead; “How can I lead a healthy lifestyle?”
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24Applications
Begin today to LISTEN to the kind of questions you are asking yourself.
Change any non-affirming questions into AFFIRMING questions.
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Economics is the skill of earning more money than you spend.
If you are practicing poor economics it is difficult, if not impossible, to focus on your Big Picture.
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27Applications
Keep a money log.
For one month, track every expense. Look at where your money is going.
This is easy to do—there’s an app for that!
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294 Fundamentals to Effort
1. The Role of Leadership
2. Employee Engagement
3. Going the Extra Mile
4. Quality Customer Service vs. Exceptional Customer Service
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30Applications
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.
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31Upcoming Webinars & Opens
“7 Slight Edges to Keeping Your Customers”
September 16th, 2014. 50 minute Webinar
“Service Recovery: A 2nd Chance to Make a Good 1st Impression” (Health Care)
September 17th, 2014. 50 minute Webinar
“7 Slight Edges to Keeping Your Customers”
September 18th, 2014. One day Open Workshop
Upcoming Webinars & Opens, con’t
“7 Slight Edges to More Referral Sources”
September 16th, 2014. 50 minute Webinar
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33Contact Information
Mark Isaac
Owner/Facilitator/Author
612-308-3065
mark@gormanbusinessconsultants.com
www.linkedin.com/in/7slightedges
www.Facebook.com/7slightedges
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