Author: Ryan Zillion

How To Take Your Customer Service To The Next Level

In the last post we talked about how to figure out what your customers want out of a positive shopping experience. Today I want to discuss the concept of Deliver +1 and how this can take your customer service to the next level.

I’ve decided to split up this post into two different conversations, so the next one will cover the 1% Rule. Consistency is the key to any great customer service experience. If you want to take your satisfied customers to Raving Fan status, you have to go above and beyond the average customer service experience.

 

There are three ways to develop consistency:

Avoid offering too many customer service options.

We sometimes get so caught up in trying to give customers what they want that we forget our original vision. Instead, stay true to your vision and offer one or two solid customer service techniques that will set you apart from the competition.

You need to fine tune the current systems you are using before you can add anything to the mix. There’s nothing worse than launching a new program when you haven’t even worked out the kinks of an old system.

 

Be sure you put solid systems into place.

Once you know what you’re going to offer, you need to have a system in place to execute it flawlessly every time. This system needs to involve the right people in the right roles, with responsibilities and technology that guarantees a positive experience every time. Emphasis needs to be placed on the results, which ultimately is the satisfaction of the customer.

 

Good training is the key.

Once you have your system in place you need to train people to use it properly and efficiently. This helps your people deliver the results your customers are looking for. While training is essential for the system to work and for all your people to perform together cohesively, appreciation will also go a long way. I hope this has given you a look into what you need to do in order to have a quality customer service system in place.

If you need help, try our 90 Day Profit Breakthrough Academy test drive to gain access to a wealth of resources, tools and coaching. If you book some time on my calendar for a FREE Profit Acceleration Software Assessment, once completed I will give you one month free access to our Academy… https://calendly.com/90dayprofitbreakthrough/60min

 

 

P.S. I need  business coaches/consultants on my team to help handle the exploding global demand for business consulting/coaching services. I’m willing to train [at my expense] the right individual with a passion for wanting to help small business owners become successful. NO travel – work from home. $150,000 – $250,000 first year income potential. If you or someone you know is interested, click here to learn how our proprietary software will support you in your success.

How To Consistently Provide Great Customer Service

In my last post we talked about the first secret to building a solid customer service plan and how to decide what your vision is. Today we will talk about the second secret in turning your satisfied customers to raving fans.

First, you must know what your customers want. Also, know who your customers are and you will know better how to serve them. Demographics are really important here as well. An upper-class woman in her 30’s is going to have completely different expectations than a blue collar worker in his 50’s.

There are four main areas you need to consider and plan for when figuring out what your customers or clients want:

• Listen: To them.

• Ask: Your Customers Sincerely what they want.

• Offer: More than Just a Product/Service, give them additional value.

• Know: When to ignore the minority of their wants.

These are all important when deciding what your customers or clients want out of their buying experience…

Listen to Your Customers or Clients.

You need to listen to both what they say and what they don’t say. Customers may say they want one thing and really mean something else. For example, if you customers are begging for lower prices, you may find out their real priority is quick delivery. Also, listen to your “silent” customers. These are the customers who don’t bother to complain, because they have been tarnished by poor service from similar businesses so they have just given up and don’t feel like their voice matters.

They feel unwanted and when a competitor shows up, they’ll be gone. Lastly, you need to listen to customers who only reply with “fine”. These customers are similar to the “silent” customers in that they are so used to bad customer service they only give a monotone response.

Ask Your Customers Sincerely

If you aren’t sincere when you ask their opinion, they are going to see right through you. You may be thinking, “What about the customers who aren’t saying anything?” You need to ask them sincere questions that get them thinking about their experiences. Make them feel like you really care … and you should!

Offer More than Just a Product/Service

Your customers are looking for much more than a simple product or service; they are looking for an experience that makes them feel good. They grade you on every step of the process. When you take this into consideration and treat them like people, they will feel like they belong.

Know When to Ignore The Minority of Their Wants

You may think this goes beyond providing good customer service, but in reality, you can’t give them everything and you will never make some people happy. You have to set limits and stick to them. If your vision and your company don’t align with a customer, they may be best suited somewhere else.

These are the steps and strategies to figuring out what your customers or clients want and how you can use them to work on your customer service vision and plan.

P.S. I need  business consultants and coaches on my team to help handle the exploding global demand for business consulting/coaching services. I’m willing to train [at my expense] the right individual with a passion for wanting to help small business owners become successful. NO travel – work from home. $225,000 first year income potential. If you or someone you know is interested, click here and a 4 minute video will explain it all.

Design Rush User Acceptance Testing

The Three Secrets To Good Customer Service

Customer service is a hot topic and can make or break your business. Consumers have
little patience for lousy customer service and easily get tired of waiting in long lines,
trying to get a live person on the line, going through an interrogation to return
something or trying to communicate through a difficult language barrier.

If you provide them with a simple, efficient, pleasant experience they will revisit your
business over and over. More importantly, they will tell everyone they know!
There are three secrets to good customer service; the first one we’re going to conquer is
knowing exactly what YOU want.

You are the captain of the ship and the visionary for the future of your business, so you
need to have a clearly defined plan for your business that includes customer
service.

There are three main goals you need to consider:

1. You need to make it easy for your customers to do business with you. You can do this
by offering advertised discounts, kiosks, your website, and other technology-based
programs to help them shop.

2. Doing business with you needs to be a warm and pleasant experience. Your staff
has to be knowledgeable, approachable, warm and patient. Your customers
need to feel like they are getting a good value for their time and money.
Perceived value goes beyond the price of the products and extends to their
shopping experience.

3. Change your mindset and ask yourself  “How can I NOT afford to do these
things?” If you want to gain loyal high quality paying customers.

This shouldn’t be a question of expenses but making and keeping happy
customers.

With these thoughts in mind, take these things into consideration
when deciding on the actual programs and standards you’ll put into place.

• Share your customer service vision with the rest of your staff.

• Connect your incentive programs and bonuses directly to customer service.

• Monitor the level of customer service your staff is implementing.

• Know when if ever, that you can ignore what your customers want.

• Continuously focus on your goals to support / help your existing and new customers or clients.

Now you know what you can start thinking about to meet those wants and create a
positive customer service experience.

If you’re having a hard time deciding on what you want, the tools and resources we have available

can help you define the wants and needs of your
company in relation to customer service.

The Ultimate Guide To Constructing Your Business Model

In the last post we talked about the first three of the 7 specific areas you need to
consider in your franchise prototype process. Here are all seven again:

• Primary Aim
• Strategic Objectives
• Organizational Strategy
• Management Strategy
• People Strategy
• Marketing Strategy
• Systems Strategy

These 7 areas will fine tune your plan for the ultimate level of success. Today we are
going to cover the last four.

Think of constructing your business model like planting a tree. At first, it’s so small and
weak you wonder if it will even make it through the night. But you keep watering,
fertilizing and nurturing it. Your ideas will grow the trunk and each of these strategies
will extend out as the branches of your now strong tree. Finding the perfect support
staff, employees, vendors/suppliers and other relationships will make your tree flourish
with leaves and flowers.

Management Strategy
The way you structure your management team is not only essential to your growth, but
the happiness of your employees and ultimately, your customers/clients. This strategy
is results-oriented and doesn’t depend on the people, but the actual system that’s in
place.

A management strategy is, in short, a set of standards that include goals, rules, a
mission statement and other concrete things that tell your employees how to act, your
management how to grow your business and your customers/clients what to expect.
These should all be in perfect alignment with your business goals.
Employee Appreciation

You need to put together a people strategy that shows your employees how you feel
about their job performance and dedication to your business. They also need to
understand “why” they are doing specific tasks. This helps them to personally connect
to their job which in turn leads to better production and a happier workplace.
There are a number of strategies you can use to keep it interested at “the office”:

• Performance Incentive Programs
• Contests that reward high performance
• Employee of the Month
• Performance/Holiday Bonuses

These are just a few of the ideas you can use. One of the best ways to appreciate your
employees is by calling a meeting and asking them how they would like to be rewarded.
Think about it for awhile and put the best strategy into play. Keep it fresh and change up
the strategy you use from time to time to keep your employees guessing. Once they get
used to the prize, it’s time for a whole new approach.

You need to build a community within your company. There needs to be support,
appreciation and respect. The more “at home” an employee feels, the better they will
perform and the higher their level of loyalty.

Marketing Strategy
Marketing is, of course, essential to the success of any business, but it also must work
cohesively with the other strategies you’re using. There are two major pillars of a
successful marketing strategy: The demographic and psycho-graphic profiles of your
customers.

The psycho-graphic tells you what your customers are the most likely to buy and the
demographic tells you who they are, which can help you learn why they buy specific
items. Without this information, it simply doesn’t matter how good your business
prototype is.

Systems Strategy

There are three types of systems in every business:
• Hard Systems
• Soft Systems
• Information Systems

Hard systems refer to inanimate system or systems that have no “life”. Soft systems are
those that could be living. Information systems which are, of course, everything else,
including customer data, product information, financial…anything with data and
numbers.

The most important of all three systems is the soft systems because it includes the sales
systems your business uses. In your sales system the two keys to success are: structure
and substance. Structure being what you sell and substance being how you sell it.
All three systems are essential to the success of your business and while they all have
their own very specific roles, they all must work together to get the job done. This also
goes for your entire business development program.

I want to take a moment to recap on the ideas we went over through the business
development lessons.
An entrepreneurial myth, or e-myth, is an assumption that anyone can succeed at
business with:

• Desire
• Some capital
• Projected a targeted profit

There are essentially three key roles that need to be filled to set your business up for
success:

• The Technician
• The Manager
• The Entrepreneur

The four different stages of a business life cycle are:

• Infancy
• Adolescence
• Growing Pains
• Maturity

There are a few things we are going to talk about:

• Business Format Franchise
• The Franchise Prototype
• Franchise Prototype Standards

There are three main areas of business development:

• Innovation
• Quantification
• Orchestration

7 specific areas you need to consider in your franchise prototype process. Here are all
seven again:

• Primary Aim
• Strategic Objectives
• Organizational Strategy
• Management Strategy
• People Strategy
• Marketing Strategy
• Systems Strategy

We can help you work through all of these areas and give your business a jumpstart that
puts you ahead of your competition right from the start.

The Corporate Puzzle: How To Build A Franchise Prototype Process

Today were going to discuss how to build a franchise prototype process.

There are the 7 specific areas you need to consider in your franchise prototype process:

• Primary Aim
• Strategic Objectives
• Organizational Strategy
• Management Strategy
• People Strategy
• Marketing Strategy
• Systems Strategy

These 7 areas will fine turn your plan for the ultimate level of success. In this post, we
are going to cover the first three.

Primary Aim

It’s essential in business development to set goals and see a vision for the future. This
needs to go beyond the business and you need to think about what you want out of life.
What do you dream about? How do you see your success unfolding? Knowing and
understanding these things will give you the momentum to get started and the stamina
to see it through. Even take a minute to write them down and tape the list to your desk for a
constant reminder of what you’re aiming for.

 

Strategic Objectives

Strategic Objectives are essential in taking your business from surviving to thriving. All of these
objectives should offer solutions for how to get to your primary aim. There are many
things you can use to set strategic objectives, but here are a couple of the most popular:
1. Money: Setting monetary goals is a powerful yet simple way to see how you are
doing at any point in the game. It’s easy to measure and easy to find adjustments
to help meet this goal.
2. Worthy Opportunities: When considering partnerships and other business
opportunities you need to think about whether or not they will help you reach
your primary aim. Those that will, are the best opportunities to seriously
consider.

The key in setting standards and goals is not to limit you or stress yourself out. You need
to find some quantifiable things you can use to measure your progress toward your
primary aim. These are just two suggestions, but make sure no matter what standards
you set, you are paying attention to the details, as these are one of the biggest keys to
your success.

 

Organizational Strategy

The strength of your organizational structure can make or break your business, so it’s
important to take the time to put together a solid structure for your business to grow
from. Generally, a company is organized around the roles and responsibilities that need
to be taken care of on a daily basis and the personalities that need to fulfill those roles.
No matter what roles and responsibilities you’ve defined for your employees, you must
always keep your personal primary aim separate from your company’s primary aim or
mission statement. Once you’ve identified the primary aim for your company it will be
easy to set up a position structure that will work.

Don’t forget to put together position contracts. Your employees should sign a statement
of their roles and responsibilities. This helps keep them clear for you, the employee and
other employees/vendors or other individuals.

You can see how these areas all work together to build a solid structure on which to
build your business. If you need help defining any of these areas, you can check out the
resources, tools and/or speak with me if you need any help with this…

WE NEED BUSINESS COACHES AND CONSULTANTS TO HANDLE EXPLODING GLOBAL DEMAND FOR OUR SERVICES, we are seeking ideal candidates to become members of our world class, elite business coaches and consulting network….If you have any interest in an opportunity to build a 6 or 7 figure annual income, please request more information on how to apply. Thank you

https://www.linkedin.com/jobs/view/2906910350

The Three Keys To Business Development

Today I’d like to talk about the three keys to business development and how you can put
the right bricks in place to build a solid foundation.

There are three main areas of business development:

• Innovation
• Quantification
• Orchestration

If done well these three key areas will help you build a solid foundation for you business.
Let’s talk about each one of these briefly…

Innovation

Innovation should not be confused with creativity, which is the expression of ideas.
Innovation is taking these ideas and putting them into action. This is where a large
amount of your focus should be in the beginning and even throughout your business’
entire lifespan.

Quantification

This, of course, refers to the numbers. We are talking about the value of your
innovation. The best way to gauge this is by your customer response. Look for positive
responses to identify what you are doing right-and then keep doing it. Look to your negative
responses to find out what you’re doing wrong-and then fix these issues. This will enable you to keep
growing and progressing with the needs of your customers and business climate in mind.

Orchestration

Once you’ve had a chance to find out what areas are working best, you can narrow down these
areas and concentrate on making them your stand out ideas. You shift your focus here to
get the most out of your business and to meet the needs of your customers.
If your seriously considering growing or expanding your business to the next level. We can help you work through these three areas to put together a franchise prototype for you.

In the next few lessons we are going to transition to discuss the 7 specific areas you need to
consider in a franchise prototype process:

• Primary Goals
• Strategic Objectives
• Organizational Strategy
• Management Strategy
• People Strategy
• Marketing Strategy
• Systems Strategy

These 7 areas will fine turn your plan for the ultimate level of success.

 

Expand the Life of Your Business

Today I want to talk about the life cycles of your business and how to get the most out of
each cycle while also extended the lifespan of your business.

The four different stages of a business life cycle are:
• Infancy
• Adolescence
• Growing Pains
• Maturity

We’ll talk a little about what each of these cycle’s means and how they can each help
expand your business’ lifespan.

Infancy
This is generally considered the technician’s phase, which is the owner. At this point, the
relationship between the business and the owner is that of a parent and new baby.
There is an impenetrable bond that is necessary to determine the path your business
will follow. Never drop your baby.
The key is to know your business must grow in order to flourish and you cannot stay in this
stage forever.

Adolescence
In this stage you need to start bringing your support staff together, delegate and
allow growth to happen. The first line of defense is your technical person as they need
to bring a certain level of technical experience. This cycle really belongs to the manager
though. The plan stage needs to start and a relationship should be built with the
entrepreneur to plan for the future.

Growing Pains
There’s a point in every business when business explodes and becomes chaotic. This is
referred to as growing pains. It’s a good problem to have, but a problem nonetheless.
You are often faced with a number of choices:

• Avoid growth and stay small
• Go broke
• Push forward into the next cycle

Maturity
The last cycle is maturity, though this doesn’t mean the end of your business. Your
passion for growth must continue in order for your business to succeed. You need to
keep an entrepreneurial perspective in order to push your business forward.
You see how all four of these cycles are connected and depends on a strong foundation
in each cycle for your business to be and continue to be successful. All three of
your key roles (the technician, manager, and entrepreneur that I mentioned in my
previous post) must also work together to work through these cycles.
If you have trouble with your business life cycles and figuring out which
of the key roles you fit into reach out to me for additional help with this.

Finding the Right Support for your Business

Today I’d like to talk to you about the different types of support staff you need and what
makes them so important.

There are essentially three key roles that need to be filled to set your business up for
success:

• The Technician
• The Manager
• The Entrepreneur

All of these roles need to be implemented simultaneously by different people with the right
talents to see the most success. It’s all about balance.

The Technician
This person represents the present and all that needs to be done for the physical
aspects of the business building process. They are the “doer”. This is usually the most
visible person of the entire operation.

The Manager
This person represents the past and works to fix problems through learning from past
mistakes. They are the practical side of the business and is in charge of putting together
the business and overseeing the planning.

The Entrepreneur
This person represents the future and the vision for the business. They are responsible
for the creative side of the business and are always considering ways to enhance
products/service, business image, branding and more.

All three of these characters are essential in the success of any business and to build a
solid foundation from the start, you need to work harder to find the right people to put
in these roles. Obviously, you need to be one of these key people, but ensure you find
the role that fits your skills and talents best, not necessarily what you THINK you should be
doing.

This may be a hard process for you, as you will need to relinquish some control over the
business and instill trust in the people you hire to allow them to do their jobs.

Best of luck… If you need any help with this process or any other areas in your business you can reach out to me.

 

Are You Aiding & Abetting E-Myths?

We are going to embark upon a journey through the world of e-myths and debunk them
to help you avoid falling into an e-myth trap.

First, let’s take a minute to talk about what an e-myth is. An entrepreneurial myth, or e-myth, is an assumption that anyone can succeed at business with:

• Desire
• Some capital
• Projecting their targeted profit

This sounds great, but it’s just not realistic. Think of starting a business as a marathon.
Sure, everyone starts out of the gate at record pace, but after a few miles people start
slowing and some drop out entirely. Building a successful business takes stamina and
agility.

The reality is that there are many different facets to a successful business and none of
them can be ignored if you plan to find success.

Let’s take a minute to talk about entrepreneurial seizure… Definition: Entrepreneurial seizure is the moment an entrepreneur decides it would be a great idea to start his or her own business. It’s when one believes that knowing how to do the work in a business is all one needs to understand in order to start and grow a business.

It defines the roller coaster
of emotions that comes with starting, nurturing and the potential failure of a business.
The emotions that occur, in order, are:

• Exhilaration
• Exhaustion
• Despair
• Sense of self-loss

This is usually caused by e-myths and the assumptions we talked about. You can get your
hopes so high on instant success that even the smallest lag and you are sent into an
emotional tailspin. This is also brought on by the stark realization that you can’t do it all
and will need help in the areas where you don’t have the knowledge. Now, faced with
limited choices you may feel like you need to back out or pivot, but don’t do this.
In my next post I will tell you the best course of action to take…

But if you can’t wait and need help desperately reach out to me immediately.

The Five Essential Keys To A Successful Marketing Campaign Launch

Today, we’re going to go through the 5 essential keys to a successful and reusable marketing campaign launch. Once you have these basic  5 essential keys down, you can use them over and over again.

The 5 essential keys are:

  • Define your Unique Selling Proposition (USP)
  • Put an effective sales offer to work
  • Avoid marketing pitfalls
  • Use a world-class marketing perspective
  • Implement and get results!

We’ll go through each one of these, so you can see exactly how to use them and how they can all affect the overall outcome of your marketing campaign.

Define your Unique Selling Proposition (USP)

Take the time to ask yourself some questions from the perspective of your potential customers/clients. What would it take to get their attention? What needs do they have that you can supply? What are the promises they want fulfilled?

Once you know the answers to these questions you can start putting together a plan to meet these needs. Then take a look at what USP your competitors are using to help you develop your own USP. Your USP is what you are “promising” your customers/clients. This is what’s going to set you apart from your competition…

Put an effective sales offer to work

To develop an effective sales plan, you need to:

  1. Put together a bold headline that gets immediate attention.
  2. Share the benefits of your products/services, speaking to your customers from their perspective.
  3. Identify the specific needs met by your products/services.
  4. Make it easy for customers/clients to do business with you, by removing the risk, offering guarantees, exceptional value and reducing the barrier to entry.
  5. Share your specific sales proposition, unique to your product or service.
  6. Walk your customers/clients through how they should respond and act.
  7. Motivate with a call to action.

What this all means is, you need to devise a plan that makes your products/services special and compels customers to buy. If they don’t feel like they NEED your product, they won’t buy. Your product or service needs to answer a question, solve a problem or feed an obsession.

You must provide them with all the information they need to make an informed and confident decision. Buyer’s remorse is one of the worst things that can happen.

Avoid these marketing pitfalls

There are 5 major marketing pitfalls many businesses fall into that you should avoid:

  1. Ignoring market tests and pushing on with an inaccurate plan.
  2. Offering an incomplete case or reasons to buy throughout your marketing plan.
  3. Failing to notice the needs of your prospective customers/clients.
  4. Failing to diversify your marketing options.
  5. Failing to get market opinions on your offers.

These are all marketing areas you should avoid. If you’ve been working through our lessons, avoiding these pitfalls should be easy and natural.

Use a world-class marketing perspective

A World-Class marketing perspective is vitally important, especially if you want to attract customers/clients from all over the world. You can do this with a number of different techniques, strategies and activities:

  • Keep a marketing journal and scribble down anything innovate you see.
  • Keep encouraging your marketing department, or yourself, to try new things and dump the ones that aren’t working.
  • Order from your own company under a different name and analyze the process of ordering, shipping, your online store, customer service and the products themselves. This will show you exactly where the areas for improvement are in the customer experience.
  • Read every quality ad you find and keep a file for future ideas to consider.
  • When out in public, watch how consumers behave in different situations and how they consider their purchases.
  • Step down a notch or two and work on the front lines with your sales and customer service staff.
  • Continuously acknowledge your staff, vendors and customers. Thanking them often, so they know they are appreciated.
  • Always listen to feedback from employees and customers/clients.
  • Continuously test markets, ads, and marketing techniques. This is the only way to stay successful, know exactly what’s working and more importantly, what’s not.
  • Offer more information in your marketing than anyone else does. The more information you offer, the more products/services you’ll sell.
  • A great marketing plan can only get better. Continue to fine tune and refine your marketing plan, based on testing results plus feedback.
  • Be classy in your marketing. Make sure your marketing/advertising fits your company image, brand, products/service and quality.
  • Improve your best marketing areas and drop those that aren’t working.
  • Focus on what you say, not how you say it. The best marketing ideas turn into the best marketing, naturally.
  • Develop all your ads, campaigns and sales materials with an attention to compelling factual information.

By using these techniques you can put your name out there to the world and become one of the top brands in your industry.

Implement and Get results!

The last area we are going to talk about is your best-satisfied customers. If your customers aren’t satisfied, you’ve wasted all your marketing resources and all chance of positive word-of-mouth advertising. You can satisfy your customers by:

  1. Providing quality products/services
  2. Providing high quality customer service
  3. Providing a low-pressure highly informative sales experience
  4. Taking all the risk away by offering a great guarantee
To generate more business here are a  few simple techniques that work every time:

  • Build your database with a contest.
  • Do regular mailings with sales, discounts, or other incentives.
  • Find other creative ways to keep your current customers coming back for more.

As long as the reward is directly related to your product or service, you can’t lose. Why not get started today? It’s so simple, seldom done, and it’s so profitable. And that’s the bottom line.” Jay Abraham

It is so simple! So, why aren’t you starting today? Need help?

We can help you put together a great marketing plan that will get you results. Guaranteed