Exceptional Service for Exceptional Profits

Exceptional service = Exceptional profitsPresented by:Gil Li-ranVP of marketing – RE/MAX IsraelCoach & Trainer

Why service?

Why service?

Why service?

Why service?

Why service?

Exceptional service isThe ULTIMATE weapon

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

Why service?

Constant exceptional service requires

constant inspiration

Service story #1

Service story #2

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

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

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

Service story #3

Service story #4

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

What is my positioning?

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

Service story #5

Exceptional serviceListen 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

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!

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!

Let’s get practical!

Exceptional service valuesPersonalize

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

To view this presentation pleaseSend an e-mail titled “SERVICE”To: gil@gilliran.com

THANK YOU!