This clip was taken from our January 22, 2020 Inner Circle Mastermind call where I was talking about Dana Derricks Dream 100 Book.
“Everybody is chasing around their customers and trying to sell their products/services directly to them.It’s happened for hundreds of years.But, there’s a better way.It’s the Dream 100.Instead of going after your potential customers directly, like 99% of businesses or sales people, you go after people with LISTS of your potential customers.” Dana Derricks
The level of competition amongst individuals and companies is at an all time high. In a world that is changing so fast, how do you keep up? How do you get ahead?
You absolutely have to continue learning and gaining knowledge, it’s critical. If you do not continue to learn you will fall behind and you become less relevant.
“If you don’t like change, you’re going to like irrelevance even less.”
Eric Shinseki (US Army General, Chief of Staff of the Army, US Secretary of Veterans Affairs)
It doesn’t matter if you graduated with a degree at the top of your class or you never went to college, continuous learning isn’t an option, it’s an absolute must.
I recently heard Stephen M.R. Covey say, “For years people have recognized the value of a four year degree. But to be relevant in today’s economy you really need a 40 year degree. In other words, you need to be engaged in life long learning.”
Napoleon Hill said, “The person who stops studying merely because he has finished school is forever hopelessly doomed to mediocrity, no matter what may be his calling. The way of success is the way of continuous pursuit of knowledge.”
Recognizing the value and importance of self-education in today’s world, Tony Robbins and Dean Graziosi developed a program called the Knowledge Business Blueprint, or KBB (Note: click HERE for information on KBB 2.0 being released in February, 2020). Tony and Dean both attribute the power of self-education as their pathway out of their circumstances they were in growing up, to where they are now.
As things continue to change and advance in our world at a dizzying pace along with the competition for customers and the competition for positions within businesses, we all have to be finding ways to earn our spot. Success does not guarantee success in the future. Do what you need to do to stay relevant. Do what you need to do to stay ahead of your competition, because if you are not, they are doing what they need to do to get ahead of you, and they will do it.
Self-education is the new norm!
If you want to find out how we can help you and/or your business to stay relevant and beat your competition take our E-Learning Marketing System GUIDED TOUR. You can also explore other opportunities such as our Inner Circle Mastermind and One-on-One Coaching HERE.
There are a number of factors to take into consideration when prepping yourself and your company to approach the largest clients you’ll ever work with.
Today we’re going to start with a brief look at the three paths every business faces and show you which one is the path to success. Then we’ll talk about the mindset it takes to attract the big fish.
There are three major paths a business can take:
Catch the Big Fish
Most business owners ended up working themselves into the ground without much reward or success. This is what happens when you fool yourself into thinking you will find quick success. You may also find yourself following this path when you are afraid of change.
This describes a business that shoots to the top so fast you are overwhelmed and don’t have the right resources in place to adapt. This can also happen from being overwhelmed by small clients and not taking the time to find large clients, which will sustain your business after the small client sales slow.
Catch the Big Fish
This is the path that allows you to build at a steady pace that you can manage by not allowing your customers to outpace you. You can do this by putting these tips to work:
Attract, keep and lock in big clients.
Integrate “big business” culture into your company and employees.
Acquire the expertise you need to grow.
Have the courage to make changes as you grow.
Now we are going to transition a bit and talk about the “big fish” mindset. It may sound easy to just find and catch that big fish, but if you are stuck in the small business mindset, you may find it harder than you think.
Think of all the benefits of aiming at bigger clients:
In order to catch the big fish, you need to believe your company can make a difference with theirs. It’s easy to get into the thought that a large company doesn’t need anything from a small business like yours, but this is entirely wrong!
Once you take a look at how big companies operate, it’s important to know which one’s are the best fit for your company. One of the best ways to get in the door is by knowing someone on the inside who can put in a good word for you.
If you’re not sure where to start and feel a little intimidated about catching big fish, try our GUIDED TOUR to get help from our amazing business coaches.
The Rule of 1% is simply defined as adding to your customer service one percent at a time. Before you can do this you must have your consistency perfected or it will never work. This one percent may seem small, but if you approach the vision for your company with baby steps, you will find a huge increase over a solid chunk of time. It’s not a sprint, it’s a marathon.
Avoid doing too much at once or you’ll set yourself up for failure. Think of the confidence you and your employees will have when you improve one percent each week. By the end of a year, you’ll have improved more than 50%!
While, rules and standards are necessary for growth, always be flexible with your best customers. Most retailers only allow a set number of items into a dressing room to reduce the risk of shoplifting, but it generally restricts the large percentage of people who are not stealing from you. Flexibility is the key to what you deliver to your customers and consistency is the key to how you deliver it.
The bottom line is customers rely on you to deliver what you promise. If you spend too much on bulky advertising that promises more than you can deliver, even your best intentions will unravel quickly and you will fail.
Focus on your vision and baby steps to turn your satisfied customers into Raving Fans.
I hope you’ve learned a lot about good customer service and how it’s essential to your overall success. If you need help with any of the steps we’ve gone through over the last four lessons try our GUIDED TOUR and get access to some of the best resources, tools, and coaches available.
In upcoming posts, we’re going to explore strategies of bagging the big clients and keeping them.
In a recent post, I talked about how to figure out what your customers want out of a positive shopping experience. Today we’ll talk about the concept of Deliver +1 and how this concept can take your customer service to the next level. I’ve decided to split up this post 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 giving customers what they want we get away from 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.
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 consist of the right people in the right roles and 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 work together cohesively, appreciation will 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 GUIDED TOUR and gain access to a wealth of resources, tools, and coaching.
“I firmly believe that any man’s finest hour, the greatest fulfillment of all that he holds dear, is that moment when he has worked his heart out for a good cause and lies exhausted on the field of battle – victorious.”
So many people say that they want to be successful, but they do little to make it happen.
I often refer to Zig Ziglar’s quote, “You can have everything in life that you want if you will just help other people get what they want.”
I believe this is true if you want to be successful in business or in any area of your life. The only way for you to truly become successful and sustain that success is to understand that it’s not about you, it’s all about what you can do for others.
It’s all about adding value, and if you can do more for others than any of your competition, you’ll be successful. You will dominate!
You become the best by being the one who adds the most value.
This isn’t a principle that only applies to entrepreneurs and business owners, it’s universal. People that work in a job and add value, move up. They become the leaders in their organization.
Jim Rohn said, “Work harder on yourself than you do on your job.”
As you work on your personal development, you have more to give. As you continue to add value, you become invaluable and more doors open to opportunities.
In a world that is so focused on “me,” if you shift your focus to always find ways to add value to others, you are guaranteed to find success. The more value that you can give others, the more success you will find.
We can help you discover the best ways to add value to your market. Check out our Guided Tour and see how we can help you do this.
The most powerful way to shape our lives is to get ourselves to take action. The difference in the results that people produce comes down to what they’ve done differently from others in the same situation. The 2020 Breakthrough Program pulls all of our resources into one program. If you are committed to take action and not dabble, 2020 will be the breakthrough year for your life and your business.
A very small group of individuals will go through the 6 month 2020 Breakthrough Program. If you would like to learn more about it and apply to be a part of the program, please fill out the form at the bottom of this post.
The following outlines the different parts of the 2020 Breakthrough Program:
One on One Coaching
Weekly One Hour Zoom Conference Calls
Analyze your business and your life and determine your best path to success
Develop a plan together to set you up for success
System of accountability and reporting to ensure success
Review of E-Learning Marketing System teachings from previous week
Option 2: Bi-weekly one-on-one coaching
E-Learning Marketing System
The E-Learning Marketing System is the most powerful and dynamic do-it-yourself client attraction program ever created.
We created this program with the perfect combination of online resources, tools and support to get you out of any financial distress you’re presently experiencing… help you get laster-focused on your highest income-producing activities… and help you develop and then apply the fundamentals that build multimillion dollar businesses.
The E-Learning Marketing System was created to give every small business owner unrestricted access to the tools, resources and support they need to build whatever size business they want.
Here’s What To Expect:
A complete diagnostic on your business
We perform a complete diagnostic on your business to determine the exact steps you need to take in order to grow your business from where it is right now to where you really want it to be.
A Customized Marketing Roadmap to Follow
We’ll tell you where you need to start… the exact online video presentations you need to review and the order with which to review them
We’ll point out the forms you need to complete and show you exactly how to go about doing that quickly and efficiently.
We’ll literally take you by the hand and lead you to success and wealth.
World-Class, Step-By-Step Internet Marketing and Business Building Content
Video Learning Modules
we have created a more powerful series of recorded business growth videos… chock full of examples featuring a multitude of businesses… so you can easily relate your business to one of the examples we highlight in each presentation
during the videos, we give you example after example after example to show you exactly how to take the information presented and actually apply it to your own business
each video has its very own self-study workbook so you can take notes… reinforce the marketing and business growth information we’ll expose you to… and use the online examples as templates
Unrestricted Access to Incredible Small Business Resource Library
Strategy Library – worth 100 times the price of membership, this library is a true one-of-a-kind masterpiece. How would you like to learn a strategy you can apply in less than 1 minute, costs you zero dollars to implement and is all but guaranteed to increase your revenue and profits by a minimum of 30%? Do you think you can’t afford to market to your prospects using direct mail? Think again. We can teach you a strategy for mailing thousands of highly qualified prospects and actually put money IN your pocket every time you execute this strategy. These are just two of the twenty-six strategies we have waiting for you in our Strategy Library that will explode your bottom line revenue.
Advertising and Marketing Library – we’ve assembled 8 powerful, results-producing libraries to provide you with the tools, resources and support you need to generate leads, attract new clients, create competition-crushing marketing and develop million dollar messages. Inside this section are entire libraries filled with proven and tested ads and marketing collateral, elevator pitches, unique selling propositions (USP’s), powerful sales letters, scripts and emails.
Email Library – finally… a total and complete library of emails that do it all… from generating new leads to attracting new clients to nurturing your clients with email autoresponders. This library provides you with the resources you need to create emails that compel your prospects to engage with you, and the autoresponder templates you can use to model your very own “competition-crushing” drip campaign.
Template Library – imagine having your own state-of-the-art graphic layout and design templates so you know specifically how to achieve top results from your marketing and advertising, website, landing pages, business cards, reports, etc. These templates allow you to create “competition-crushing” marketing in minutes, and it’s as easy as paint-by-numbers…
Advertising and marketing templates
List of distribution channels, straggles and tactics
Headline Bank – more than 350 of the world’s most powerful headlines that can jump-start your marketing and advertising copy. The Headline Bank gives you the unprecedented ability to write eye-catching headlines that transform browsers into buyers. These headlines make readers stop in their tracks, pay attention to every word of your copy, and click your “Add to Cart” button without a second thought.
Sample Letter Library – what if you could instantly learn the secrets used by the world’s foremost copywriters and use their secrets to write sales letters that would flood your business with leads and sales? What if you could follow a simple, paint-by-numbers 9 step formula for writing sales letters that would practically force your prospects to buy from you on the spot? All of this awaits you in our Sample Letter Library, along with 59 of the most powerful, results-producing sales letters ever created. You can use all 59 as templates to create marketing that will out-sell your competition. These letters are responsible for driving millions of dollars in revenue to companies such as Newsweek, Time Magazine, Mercedes Benz, Mastercard and Timex.
Script Template Library – now you can create the perfect on-hold message, voice mail message and a receptionist script that transforms your receptionist from a glorified answering machine into a powerful salesperson and lead generator.
Weekly E-Learning Lessons Sent Directly to Your Email
covers the latest and greatest strategies and tactics for marketing your business both online and offline
topics help you to maximize your lead generation efforts and create a flood of new customers to the front door of your business… to the proper ways to skyrocket your revenue and profits through the use of Joint Venture partnerships
each lesson is easy-to-follow and even easier-to-apply
Professional Group Coaching
Every week we teach you marketing strategies and tactics that will generate as many leads for your business as you can handle and explain the best ways to convert those leads into paying clients.
Each strategy we cover includes tons of examples so the information provided can be easily applied to every business.
The content for each weekly Group Coaching call is specifically designed to help provide a “transformational” experience for each business that applies the information. The result is a business with the ability to dominate their market.
Inner Circle Mastermind
A mastermind is the fastest way to get to your next level. It’s a group of like minded individuals, all working together to elevate their game – to make more money, to gain more freedom and achieve the life they have always dreamed of.
As a member of the Inner Circle Mastermind you’ll be able to join our weekly, live calls to receive exclusive training and success habits, capabilities and tools that have allowed the successful to achieve their goals and desires.
Instant access to our Private Inner Circle Mastermind Facebook Group where you’ll be able to network and learn from likeminded entrepreneurs who are all elevating each other to the next level.
You’ll receive copies of the replay for every weekly call for review or in case you were not able to join the live call.
Fill out the application below to be considered to join the 2020 Breakthrough Program. Once we receive your application we will contact you to discuss the details further.
In the 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’ll talk about the second secret in taking your satisfied customers to raving fans. You must know what your customers want. Know who your customers are and you will know better how to serve them. Demographics are really important here. An upper-class woman in her 30’s is going to have completely different expectations than a working class man in his 50’s.
There are four main areas you need to consider and plan when figuring out what your customers want:
Listen to Your Customers
Ask Your Customers Sincerely
Offer More than Just a Product/Service
Know When to Ignore Them
These are all important when deciding what your customers want out of their shopping experience.
Listen to Your Customers
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 don’t bother to complain because the service is so bad they’ve 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 gauge every step of the process with a value. When you take this into consideration and treat them like people, they will feel like they belong.
Know When to Ignore Them
You may think this goes beyond providing good customer service, but in reality you can’t give them everything and someone people you will never make happy. You have to set limits and stick to them. If your vision and company don’t meet the needs of the customer, they will be best suited somewhere else.
These are the steps and tricks to figuring out what your customers want and how you can use them to work on your customer service vision and plan.
If you get stuck, try ourGUIDED TOURand let us help you through the process.
Customer service is a pretty 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 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 and that includes customer service. There are three main goals you need to consider:
It needs to be easy for your customers to do business with you. You can do this with advertised discounts, kiosks, your website and other technology based programs to help them shop.
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.
Change your mind set and ask yourself “How can I NOT afford to do these things?” This shouldn’t be a question of expenses, but making and keep happy customers.
With these thoughts in mind you also need to take a few 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 putting out.
Know when you can ignore what your customers want.
Continuously focus on your goals.
Now that you know what you want you can starting thinking about how 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, resources and coaches in our GUIDED TOUR can help you define the wants and needs of your company in relation to customer service.
“No matter what had happened the night before – good game, bad game, soreness, fatigue – he was up working out every morning while most of the other guys slept.”
That was Tim S. Grover talking about Michael Jordan, in his book Relentless.
He continued, “Kobe is the same; he’s insatiable in his desire to work. Some days we’ll go back to the gym twice a day and once more at night, trying different things, working on certain issues, always looking for the extra edge.”
“My staff would meet at 8:30 AM at our facility before a practice or game to prepare for the coming day. More often than not, by the time I pulled in, Kobe would already be parked in the car next to my designated spot, taking a nap. He would be in the gym well before that, maybe by 6 AM to get his pre-practice workout done before anyone else showed up. That was the trademark of the final 10 years of his career.”
What are you doing to separate yourself from your competition?
Michael Jordan, Kobe Bryant, these guys were the best at their game. Was it just their God given talent that made them that way? Absolutely not! It was also their work ethic, their drive and dedication and their love of the game.
One of the biggest secrets to success lies in the answer to this question. What do you do when no one is around? What are you doing to get better, move to the top, or stay at the top?
It doesn’t matter if it’s in sports, business or something else, if you want to be the best, there is so much that you have to do on your own. You can’t do it for recognition or praise. You put in the extra practice for yourself, not for anyone else.
Last weekend Drew Brees set the new NFL record for most career pass touchdowns. Brees has the same mentality and work ethic as Jordan and Kobe. What was he doing the night before the game where he broke the record? The same thing he does every night after practice has ended and the rest of the team has left. He goes through his own workout.
This video from Reggie Bush was taken the night before his last game.
This is what it takes to be great.
What are you doing to be great?
How much time do you dedicate towards practice each week?
Do you practice with intent?
Be honest with yourself. Are you doing everything you can to be the very best at what you do? Are you settled and ok with where you are at? What changes do you need to make? Are you willing to make them? Check out ourGuided Tour and see how we can help you achieve this.