Brought to you by Tammy de Leeuw
Tammy de LeeuwFinancial Advisor Netzone
925-219-5748www.ontrackmoney.blogspot.com
http://www.linkedin.com/in/tammydeleeuw
Today’s webinar sponsoredBy Dondi Scumaci’s Canines
Grouchy reminds you for the safety and comfort of others, please…
Tue, May 11, 2010 11:00 AM - 12:00 PM PDT 1PM Central, 2PM Eastern
Market or Die: Direct Mail Secrets of the Rich and Lazy (agents, producers, advisors, etc) That Get Huge Open
Rates and Make $$$
http://budurl.com/lumpsandbumps
Upcoming Events You Won’t Want to Miss!
HUBZE IS GONNA ROCK YOU!How to Simplify and Profit From Social Networking Using Your Free
Digitial Business Card- With Mike Healy
Wednesday, May 19, 2010
11:00 AM - 12:00 PM PDT
http://budurl.com/hubzedemo
Thursday, May 27, 2010 11:00 AM - 12:00 PM PDT 1PM Central, 2 Eastern
How to Attract More Clients, More Referrals and
more Money By Creating An Automated Warm
touch Using Personalized Greeting Cards
http://budurl.com/tammysoc
Tuesday, May 25, 2010 11:00 AM - 12:00 PM Pac 1PM Central 2 East.
The Art of Zero Effort Selling:How to
Use NeuroPersuasion (tm) to
Dramatically
Increase Your Closing Ratios and
Make More Money
http://budurl.com/jimfortin2
How To Get Past The WOW!WOW! Factor and Attract More Quality Clients,
Prospects and Referrals
High Impact Ideas Make a powerful, positive service impression Discover your resiliency—the ability to “bounce”
back from difficult scenarios Develop better professional communication skillsIdentify ways to differentiate your organizationOvercome resistance, recognize customer needs,
and recommend appropriate solutionsDiscover new and creative ways to “add value” to
service Find ways to increase personal ownership, job
satisfaction, and pride
The Service ChallengeWhat are your greatest
service challenges? What makes it difficult
to deliver exceptional service every time?
What would your customers say are your greatest challenges?
Basic Service AssumptionsCustomers tell their story one time.If I receive the service issue…I own it. If I can see you, you are open for business. Teach people how to get the most out of their
services. Rigorously search for ways to become a greater
resource to the people you serve. Customers aren’t always right, and that isn’t the
point.
Add Value to Create Opportunity
Satisfaction From The Inside-Out
Excellent
Good
Minimal
Poor
Ownership
Shift to Value
Reaction
Deflection
Identify Ways To Differentiate
Strategically Differentiate 1. Do something no one
else does.
2. Do something others do…differently.
3. Use what you know about your customers differently.
Develop Better Communication Skills
Service “Speak”
Service Improvisations
“Pivot” To Overcome Resistance
Say “No” When You Must
Get Your Bounce Back
Service Is An “Inside-Out” JobHow we frame a situation will determine our
response to it. We must carefully monitor the “beliefs” because
they inspire the actions. Cultures ultimately reflect beliefs and behaviors. If
you want to change the culture, work from those elements.
Most initiatives begin at the “program-ish” level. How will you drive a culture of service through the veins of your organization?
A Gift For You
Read the Introduction and Chapter 1 free!