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Module 7 - Building a repeat and referral business
Key outcomes
- Designing a business around client service excellence
- Applying the 'under promise - over deliver' methodology to a business
- Understand how our clients, prospects and referrers view us by obtaining formal feedback
- Appropriately rewarding people who refer business to us
- The value of excellent service versus the negative value of poor service
The top producer on this CD is Dave Coulton
Scope Financial Services is a provider of owner occupied home loans, investment loans, personal loans and insurance. We see ourselves as advocates for our clients, and will save you time and effort by sourcing the right loan for you.
Our goal is to make the loan process simple, stress-free and seamless. We take pride in offering a superior level of customer service both while we organise your loan and on an ongoing basis. This, coupled with our honest and knowledgeable approach to your unique borrowing needs, means that we have built a large and loyal client base over the years. We are happy to say that all of our business comes in the form of referrals and repeat business from our satisfied clients.
www.scopefinancial.com.au
To build a repeat business you will need to ensure that the service that you provide to your clients and prospects is phenomenal. People expect good service. Anything less than that will almost certainly ensure that you don't get repeat business (and definitely no referrals). There are two things that you should consider while dealing with your clients;
- What type of service are they expecting?
- How can I over-deliver on that expectation?
As you don't control your entire service proposition (lenders staff, Valuers, Solicitors or Conveyancers and others all deal with your client) it will be paramount that you review the service delivered by surveying your client after the transaction is done to obtain their feedback. You should prepare you client for this when you first meet them.
To obtain recommendations and referrals from your clients, you will not only have to provide phenomenal service but also tell them how to refer you. Some of our Top Performers have sent flyers to their client database outlining the 'reasons to do business' with them and what they should say when recommending you. You don't want your clients to say things about you that you can't deliver - such as 'they will get you the best rates' or 'they come to you at any time'. You would prefer your clients to say that you are professional, courteous, friendly, knowledgeable, experienced, service oriented and great to deal with.
All you have to do - is be all of the above!
Your two key strategies to work on at the end of this module are;
- Improve your service proposition - make sure every person you deal with finds the experience 'phenomenal'
- Tell your happy clients what to say about you when they recommend you to others.
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