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Contact Info

Please let us know if there is anything you’d like to discuss in relation to your coaching program.

Email: fasttrack@kw.com

Fax: 512-532-6614

Phone: 512-327-3070 ask for MAPS Group Coaching

Legal Notice

While Keller Williams Realty, Inc. (KWRI) has taken due care in the preparation of the coaching program, the material contained herein reflects the practices of the coaches and is not necessarily the best practices promoted by KWRI. We cannot guarantee the accuracy of the materials. KWRI makes no warranties, either express or implied, with regard to the information and programs presented in this manual. KWRI will not accept liability for any loss or damage of any kind that you incur as a result of the use of any content provided by the MAPS Institute.

KWRI therefore cautions you not to assume that the results of this exercise bear any relation to the financial performance you can expect as a KWRI associate. The coaching program is offered to support your professional growth by directing you toward productive activities.

Copyright notice:

All materials are copyright © 2016 Keller Williams Realty, Inc. All rights reserved.

No part of this publication and its associated materials may be reproduced or transmitted in any form or by any means without the prior permission of Keller Williams Realty, Inc.

Focus: Clients

Session 5 10x the Buying Process

Session 6 10x the Selling Process

Session 7 Legendary Customer Experience

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Guidelines for this Course

1. This is a course built around one hour webinars.

2. Only paid participants may watch and engage.

3. Complete all assignments prior to watching the next lesson.

4. Login to your L2L Facebook group each Monday after your webinar to have your live questions answered and to engage with your L2L classmates.

5. Be PREPARED!

WEEKLY RHYTHM

Mega Agent Mindset How to think like a Top 1000 Agent

20% Tools Examples of tools that can supercharge your

business

Legendary Results What to track on your path to greatness

The Top 1000 Challenge

A push to stretch yourself to the next level

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Get Ready

Complete the questions on this page as a warm-up to prepare for Session 7.

How do you define “Legendary Customer Experience”?

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Share your biggest “aha” from last week’s Top 1000 Challenge. Make sure to post in our L2L Facebook Group!

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This Week’s Objectives

Intro: The Four Dimensions of the Customer Experience

I. Dimension One: You

II. Dimension Two: Your Team

III. Dimension Three: The Environment

IV. Dimension Four: The Process

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Intro: The Four Dimensions of the Customer Experience

Notes:

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Four Dimensions Overview

1. You

2. Your Team

3. The Environment

4. The Process

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I. Dimension One: You

Notes:

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Your Impact on Customer Experience

1. Your bio

2. Your expectations are clear

3. You are your brand

How to Improve Your Role in the Customer Experience

1. Share your culture

2. Their expectations are clear

3. Life audit

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II. Dimension Two: Your Team

Notes:

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Your Impact on Customer Experience

1. Team culture

2. Contact sheet

3. Back office vs. front office

How to Improve Your Role in the Customer Experience

1. Share culture

2. Their expectations are clear

3. Life audit

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III. Dimension Three: Your Environment

Notes:

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How the Service Environment Impacts the Customer Experience

1. Trust

2. Confidence

3. Knowledge

Improve the Environment’s Role in the Customer Experience

1. Professional setting: What you see, smell, feel, and hear

2. Have all presentations prepped the day before

3. Limit technology

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IV. Dimension Four: The Process

Notes:

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How the Sales Process Impacts the Customer Experience

1. Eliminate surprises

2. They respect your professional boundaries

3. They send you referrals!

Improve the Process’s Role in the Customer Experience

1. Create email templates

2. Set expectations at the first meeting

3. Do what you say you will do

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20% Tools

Sample Tools

Bio Life Audit Vendor Sheet

Templated Emails Screenshot of Zillow Profile Closing Video

Buyer/Seller Gifts Testimonials

Three 20% Tool Takeaways

Takeaway 1 Takeaway 2 Takeaway 3

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Legendary Results

What Legendary Results Should You Track?

Customer Service Ratings

Number of Reviews

Number of Referrals

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Session 7 – Top 1000 Challenge

1. Highlight one way to improve your role in the customer experience.

2. Highlight one way to improve your team’s role in the customer experience.

3. Highlight one way to improve the environment’s role in the customer

experience.

4. Highlight one way to improve the process involved in the customer

experience.

Congratulations!

You Finished Session 7!

Don’t forget to log into your Limited to Legendary

(L2L) Facebook Group and connect with others in

your class. We are all in this together!