ServiceRICH Creating Raving Fans

Welcome to ...

Who is ActionCOACH?• Proven strategies for increasing business

results, building business systems, and improving team performance

• Vision : World Abundance through Business Re-Education

• Founded in 1993 by Brad Sugars• 750 coaches in 60 countries• Top awards for franchisee satisfaction,

contribution to business community and top brand for business coaching

• Client for the last 4 years• Marketing is MATH• Can open 1 new outlet per month• Owner is 31 years old

Winner of Asia Pacific• Entrepreneur of the Year • Best Marketing Campaign

• Rapid expansion• Innovative concept & marketing

Winner of Asia Pacific• Fastest Growing Company

SERVICEPeople & Systems

Do Customers Leave Feeling ... ?

Satisfaction

or Delight

Customers want ...

But, they talk about getting more than they ...

SATISFACTION

Expected

Don’t wait until there’s a problem to start taking care of your customers ...

Good Customer Service is ...

PRO-ACTIVE

Customers always expect you to get better

Keep on getting better ...

INNOVATE

Times when it really counts to impress with your service ...

What are your ...

MOMENTS OF TRUTH?

People leave because ...• 1% - Death …• 3% - Move House …• 5% - Buy from a Friend …• 9% - Sold by a Competitor …• 14% - Product/Price …

•68% - PerceivedIndifference …

68% of People leave you because of ...

You just don’t care ...

PERCEIVEDINDIFFERENCE

Winning Customer Service ...

EASY TO BUY

'WOW' Factor

CONSISTENCY

What gives your customers a feeling of ...

CONSISTENCYHow can you use these in

your business …

How can you make your customers feel that it’s ...

EASY TO BUYHow can you use these in

your business …

What can you do to give your business the ...

'WOW' FactorHow will you ensure this happens for

every ‘A’ Grade Customer … ?

THE LADDERof

LOYALTY

SUSPECT

The Ladder of Loyalty

Someone is a SUSPECT if they fit your ...

TARGET MARKET

SUSPECT

PROSPECT

The Ladder of Loyalty

Someone is a PROSPECT if they ...

and, you collect their ...

TAKE ACTION

DETAILS

SUSPECT

SHOPPER

PROSPECT

The Ladder of Loyalty

Someone is a SHOPPER if they ...

and, you confirm their ...

BUY SOMETHING

DETAILS

SUSPECT

CUSTOMER

SHOPPER

PROSPECT

The Ladder of Loyalty

Someone is a CUSTOMER if they ...

BUY A 2ND TIME

MEMBER

SUSPECT

SHOPPER

PROSPECT

CUSTOMER

The Ladder of Loyalty

Someone is a MEMBER if they have a ...

and, they feel like they ...

MEMBERS KIT

BELONG

ADVOCATE

MEMBER

SUSPECT

SHOPPER

PROSPECT

CUSTOMER

The Ladder of Loyalty

Someone is an ADVOCATE if they ...

TELL OTHERS ABOUTYOU …

Get Real Results

Someone becomes an ADVOCATE for you if they …

ADVOCATE

MEMBER

SUSPECT

SHOPPER

PROSPECT

CUSTOMER

RAVING FAN

The Ladder of Loyalty

DO YOUR SELLING FOR YOU

Someone is a RAVING FAN if they …

Give them Position and

Rewards

Someone becomes a RAVING FAN if you …

Is your service your uniqueness?

GREATSERVICE !

People pay extra for …

MANUALor

CRM?

YOUR DATA-BANK

Keeping in Touch

YOUR DATA-BANK

Grouping for

Customized Approach

YOUR DATA-BANK

Monitoring Sales

Pipeline

YOUR DATA-BANK

Know Your NumbersLeads

xConversion Rate

=Clients

xNo. of Transaction

xAverage Sale

=Revenue

xMargin %

=Profit

4000x

25%=

1000x2x

$100=

$200,000x

25%=

$50,000

4400x

27.5%=

1210x

2.2x

$110=

$292,820x

27.5%=

$80,525

For more information about getting your business autopilot, view…

6 Levels of Entrepreneurs in short by Coach Cynthia: https://www.youtube.com/watch?v=rEOAj8L8lvg

6 Steps to Autopilot Business in short by Coach Cynthia: https://www.youtube.com/watch?v=HdI9J6GNImw

6 Steps longer version by Founder, Brad Sugars: https://www.youtube.com/watch?v=OfT2eCtg3wY