1. Raving Fans

2. Objective
Bring consistency in meeting and exceeding customer’s needs that will create “Raving Fans”.

3. Customer Service What comes to your mind? Bad Service Experiences?
Raving Fan Experiences?

4. Customer Satisfaction or Raving Fans

5. 3 Secrets to Creating Raving Fans

6. 3 Secrets Decide What You Want Discover What Your Customer Wants
Deliver What You Promise, Plus One
Decide: Think so far out of the box that you can’t even see the box anymore. How extreme can you take your vision when it comes to customer service?
We want people to walk away from our offices surprised at the service they’ve received. This starts at the front desk and how the phone is answered. Decide what the message is that you are trying to create for your clients to carry as they leave your office.
Discover: Ask them. See what their needs and wants are. 3 Traps in what your customers say: double meaning in their words, saying “fine”, and silence. Ask questions and listen sincerely.
Deliver: Exceed the customer’s expectations when you perform. Consistency is critical and creates credibility in delivery. Create systems in your work which create consistency.

7. Create Your Own Raving Fans
Consistency
Start small and get really good at what you deliver.
Systems are crucial.
Use the one percent rule
Improve by just once percent per week (that’s 52% per year!)
Be flexible

8. Branding
Why is it important

9. Brand Recognition
Is it important?

11. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24

12. Key Elements
Tagline (Brand Promise)

13. Brand Recognition (TagLine, Brand Promise)
Is it important?

14. Just do it
I’m loving it
Got Milk?
Nothing runs like a Deere
Quality never goes out of style
Keeps going and going and going
Melts in your mouth, not in your hands
Where’s the beef?