Wednesday, May 21, 2008

Process is Key!

Dear Friends,

What constitutes a GREAT job?

How do you know if your level of service exceeded your client's expectations? How do you know how the clients feel?

What makes a client so pleased with your service that they feel compelled to tell their friends, family and coworkers about you?

That's right - compelled to refer. Referrals come with an awesome responsibility. People refer because of how they feel they were treated and the likelihood that their referrals will be treated the same way...the same way.

Here's where the PROCESS comes in.

Just as a pilot would have a flight check list, a medical doctor a diagnostic check list, a chef a receipe check list... do you have a check list for taking a 1003 mortgage application, a sales contract, a retail order, legal advice or insurance review? One that treats the client with the
utmost respect, exceeds their expectations and is in the best long term interest of the client relationship?

Do you have a check list?

I learned these 10 steps from one of the best Consultants in the United States:

  1. Ask questions and build rapport

    If you can, describe your current situation, your needs, where you are in the process, your time schedule.

    When you think about the process of buying / selling a home what major questions or concerns come up?

    Thinking about your past experience, what specific problems or situations would you like to avoid?

    Repeat back a summary of what they said. "Let me make sure I heard what's important to you."
  2. Counsel and advise

    Exchange information, ideas and opinions. Understand the transactional and transpersonal needs of the clients, then and only then, advise.
  3. Be a Doctor of Sales

    Make your best offer first. "This is what's best for you..."
  4. Inform and educate

    "What this means to you is..." Explain naively to intelligent people.
  5. Introduce your team

    Even if you don't have a team, introduce the name of your manager, and maybe even the secretary who will be answering the phone when your clients call in.
  6. Specify the process

    This is known as "safe island." It's the simple, yet often omitted procedure of explaining what will happen and when.
  7. Written request with time to provide

    When it's not possible to have a 100% completed application or contract, you should write down the missing documentation that the client will provde and a specific time schedule as to when it will be delivered. List all items and review one by one with the client for agreement.
  8. Do you have any concerns or questions?

    As you listen be sure you can distinguish between how a client feels (the emptions of anxiety, uncertainty, scared) by asking, "How are you feeling?" and their cognitive needs to know more by asking, "Do you have any questions?"
  9. Re-cap

    Offer a brief summary re-cap of the first 8 steps.
  10. Are you happy? Would you refer me?

    "I have enjoyed working with you this evening. I hope you feel they same way. I just want you to know that when you refer someone they'll be treated the same way.

Thanks for spending 3 minutes with me.....
The best is yet to be!

On Your Team... Every Day
Jeffrey Stanton
Your Trusted Advisor For Life

One of the fastest ways to build a successful referral based business is by training. Now, with me, I like to invest significant time immersing myself in training, while some people prefer to take it in bite-size chunks. Whatever your preference is, now is the best time to contact me.

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