For a long time, a company’s commitment to outstanding customer service began and ended in its mission statement. The goal of the customer being number one in most companies is not translated into tactics for training the staff. This is all changing in a 24/7 connected world.
The truth is that customer service has become the key marketing weapon. In this new age of social media, traditional advertising has become all but meaningless while customer reviews, or “earned media,” take center stage in a customers’ buying decision. All businesses need to turn their attention to their customer service since it directly influences the online reputation a company has forever. This session teaches how to create an effective Customer Service Manifesto for any company so it can be implemented at every level of your organization
- The world is your competition. With no geographic boundaries, almost every product or service has become a commodity. Your only sustainable competitive advantage is customer loyalty through great service. If I can get what you sell anywhere, why should I put up with bad service?
- With self service kiosks and websites, companies can now personalize the customer experience. Every company can now call you by name, remember what you purchased and recommend what you like. This expectation does not get lower anywhere we surf on the internet, each time we call your company or walk into your brick and mortar locations.
- Reputation is forever. Your company’s biggest fear was that a disgruntled customer would tell seven people. A dissatisfied customer can now tell 7 million people on social media. Companies can no longer control the conversation about their brands through advertising.
Audience: Any manager or owner wanting to make customer service a part of the DNA for their organization
You will learn:
- Why customer service is your only sustainable competitive advantage.
- Why you need to personalize the customer experience or get left behind.
- With social media, why customer service is the new marketing.
- How to bust the 20 myths of customer service that hold your company back right now.
- How to develop a formula to determine the economic value each customer contributes.
- How to develop a two-way customizable customer service manifesto.
- How to develop action plans for CEOs, line managers, and customer service reps.
- How to get your best customers to stay and fire the harmful ones.
The best way to debunk myths about start-up business is to tell the truth: You have to be crazy to start a business. Entrepreneurs live at the complex intersection of business, financial health, physical well-being, spiritual wholeness and family life. Tidbits of insight will vaporize isolation, encourage self-reflection and refresh the spirit of anyone running their own business.
Audience: Start Up and Experienced Entrepreneurs
With the internet, every customer can now talk to every other customer. Right now, they are talking about your business and your reputation. It’s like living in a small town. Customers trust this earned media (reviews and references) from other customers over any company directed advertisement in their buying decisions. This is how small town owners have been operating for years. Every business now wants to get small and build a community.
Audience: Small Town and Urban Business Owners
What you will learn from Small Town Business Owners:
Rule 1. Plan for zero. There will be tough years ahead. Guaranteed!
Rule 2. Spend creative brainpower before spending dollars. Too much money makes you stupid.
Rule 3. Multiply lines of income to diversify your risk. Don’t have all your eggs in a single basket.
Rule 4. Work anywhere, anywhen through technology. Geographic location is a thing of the past.
Rule 5. Treat customers like community. Get off the balcony and have real conversations.
Rule 6. Be proud of being small. Every large corporation finally wants to be you!
Rule 7. Build your local connections. Your customers now want to buy local!
Every small business owner knows the drill. When business is booming, they ignore their sales and marketing efforts. Then, business slows down as a result and they turn your attention back to sales and marketing. This is a hamster’s wheel to nowhere. Their business will remain flat-lined and stuck as long as they stay on the Double Helix treadmill. Barry will show how to grow a small business by tossing out the old paradigms and traditional sales techniques through his easy to follow step by step guide. Follow the steps outlined in this module and every sales funnel will always be full.
Audience: Owners and Managers in Development roles
You will learn:
- The Relationship Ratings Methods: Forget about getting sales, have a system to create systematic relationships. We actually can’t sell anything to anyone, we just need to be there when people are ready to buy!
- The Rapid Release Strategy: The exact method to avoid long, fruitless sales cycles, and how to get prospects to a buying decision in one-tenth of the time.
- The Cringe Factor: The simple but highly effective method to identify employees, customers and vendors who are costing you too much time and money.
- The Amplifier Effect: The most powerful technique for growing sales and marketing awareness without taking up any additional effort.
What you did to get your business to where it is today, is NOT what you need to do to get your business where it needs to be now. Businesses growth requires different actions as the market changes. Barry has identified 6 ways that businesses get stuck, causing their growth to slow. By simply making changes to these ineffective patterns, your business can start to flourish again. Areas discussed are sales, marketing, social media, finance, personal productivity, managing employees and customer service.
You will learn:
- How to boost revenue without ever having to sell again.
- How to never run out of cash in your business again.
- How to increase your personal productivity (and your staff’s) by 100%.
- How to use your employees to build a profitable business.
- How targeted social media can change your business.
- How customer service is now the new marketing in a reputation based economy.
One of the most difficult elements of growing a business is hiring and holding onto the right employees. A good rule of thumb is to be slow to hire and quick to fire. Unfortunately, not many business owners follow this advice. Instead, they hire the first person that reasonably fits the role before they’ve learned enough about that person. Then, when the employee doesn’t work out, they hesitate to fire them no matter how many other team members are affected by the incompetence. Learn how to stop the employee merry-go-round once and for all. In this session, you’ll learn the steps it takes to effectively hire, train, manage and fire people to provide the maximum leverage for your business.
“As a business owner, I sleep like a baby. I go to bed early and wake up at midnight screaming my head off.” Sound familiar? Most small business owners spend a ton of energy and time worrying about their financial obligations. We’ve all felt the crunch of the Great Recession. Cash flow has slowed to a trickle, bank financing is out of the question and customers take longer to pay their bills. Recent surveys indicate that only 5% of business owners understand the secrets to overcoming the crunch and never being short of cash again. Learn them in this session and never run out of cash again.
Stop confusing being busy with productivity. Recent studies have indicated that multi-tasking can cause brain damage. At the very least, it prevents you from doing any one thing to the best of your ability…and it certainly does not allow more to get done effectively. Here’s the thing: Every employee will mimic the way the owner works. They could soon have a team filled with inefficient, multi-tasking workers all running around chasing their tails. This session uncovers ways to get more done in half the time, even in this interruption-based culture. Better still, it will learn how to guide employees to do the same.