Customer Service and Marketing
are the Same thing

Good customer service brings you an unlimited amount of free
and unsolicited referrals.

Customer service is an understanding of what people really want when they sign up for your service or product, and then with that knowledge, deliviering far beyond their expectations.

Below is a little bit of what I teach on Customer service. But the real magic comes from turning this philosophy into real-world duplicatable systems that can be taught to all your customer service reps. I also teach a way of analyzing data and improving these customer service systems.

Once you understand what a person really wants (or the hidden question thay are asking you) then you can deliver beyond their expectations and this is the essence of great service. Sometimes they just want a smile, how much does that cost, and yet it makes a huge difference.

Sometimes asking a particular question during an interview will reveal to you many additional ways you can be of service to your customer. Once you deeply understand your customers and have real relationships with them you can create magic.You then turn your customers into clients.

There is a great distinction between a customer and a client.If they are your client then their needs in a certain area are placed in your care, and you can make recommendations on the best ways to satisrfy these needs. This gives you the ability to take care of additional needs that they have. Which in turn enables you to sell more products and services.

"Customer service is the art of letting people know how much you care".

My customer service training is exhilarating, inspiring, just plain fun. It is a very stimulating brainstorming session that reveals exactly what to do next to double the bottom line, have more fun, more teamwork, and greater customer satisfaction and loyalty.

I start with eight little systems for enhancing the bottom line through customer service/marketing. These can stand alone but produce exponential benefits when done as a sequential project.

As a project I frame it in the context of a Game, scoring wins and earning rewards. When done this way it produces teamwork, leadership and a wonderful morale among emplyees and managers.

1. Ads designed answering the real question, and ready to test. What is the real question? this is a fascinating look at your business that produces key insights.

2. The greeting, or phone answering system. Small changes produce big results over time. This includes the magical use of questions to pull people into positive states and reveal to you how you can be of service.

3. The magic of follow up includes a Spreadsheet score system to analyze the the other systems like the ad and the greeting and the successes or failures of the enrollment or sales process. The follow up system includes the magic of gifting the prospect just for looking at your product or service. Building good will is what this is all about. This system guarantees you never lose a prospect and get a lot or fererrals even from those not interested.

4. Walking around making friends, A nice system for retail and health clubs, this includes interviews,and taking pictures as jpegs for future promotions using the clients and their testimonials. Aways educating and listening, let them know you care and let them tell you what to do next, what to offer, and how to improve..

5. Let the Market tell you what to do. Specials, incredible deals, add ons, other products. This system gives you great ways to ask the customers to tell you exactly what they want while building good will. It is a powerful conversation that also lets them know how much you care this converts them to clients as opposed to customers. All our enrollment deals agreed upon and listed.

6. Friendship and Rapport, Everyone knows that this is the secret of long lasting clients, loyalty and referrals. This system starts at the sales and enrollment conversation which is conducted by interviewing and listening in a certain way.

7. Celebrations and fun, clients become like family and friends as we explore one of the most potent customer service and marketing ideas in existance.

8. Little things add up, In this section we teach how to keep improving the systems, testing and adding other systems. How to find the easiest way to produce the maximum result or benefit. It is also called ''Splitting The Atom''. Once you learn the basics and how to look at your statistics you will be amazed how easy and inexpensive it is to create a world class organization or business through customer service.