Because online reviews have changed the game of business forever... and can make your company - or break it.
Anyone considering your company, will go and see what others had to say about their experience with your company... before calling or buying from you!
In fact, over 90% of people will read reviews about your company before considering working with you and, bad reviews (or not enough reviews) = less leads, higher cancellation rates, price sensitivity and ultimately lower profits!
Today, if you want to have long-term success in this (or any) business you can not accept (or tolerate) the idea of a "satisfied" customer, but instead be intensely focused on creating Raving Fans.
I hear it ALL the time. Everyone wants more referrals. More repeat sales. Of course, there are any number of strategies for getting more referrals and more repeat sales.
But the basic, underlying, fundamental requirement is an EXPERIENCE that your customers will talk about, brag about, tell a story about. A customer so thrilled that they will take their friend by the hand and BRING them to you! That by definition is a Raving Fan.
You see, Raving Fans will:
📍Go online and write amazing reviews that will inspire trust and confidence in others - this means higher quality leads, less cancellations and more effective and profitable use of your advertising dollars.
📍Come back and buy from you again - this leads to higher profit per customer, lower lead costs and increased closed rates.
📍Brag to their friends, their family, their neighbors about you - so you'll get more referrals!
📍Allow you to charge premium prices - so you can get the margins you need to maximize your profitability, hire the best people, out-market and out-sell your competition.
In today’s world a "satisfied" customer is a liability. Yes, you read that right, a liability.
Sure, you can make money and “get by” with satisfied customers. But, to achieve maximum profitability and maximize your chances for surviving (and THRIVING) the next 10 years, you’ve got to strive for nothing less than Raving Fans.
In home improvement/home service/home remodeling businesses, we can’t rely on our products to WOW our customers.
The key differentiator is the customer EXPERIENCE.
By having a system for delivering your customers an extraordinary experience, each interaction is just another opportunity to impress your customers and give them a story to tell their friends, family, neighbors and co-workers about your business.
That’s the goal of the “Ultimate Customer Experience” Workshop: to reinvent your business's customer experience so it’s fun and exciting, something your customers will LOVE and want to brag about.
In this fun and interactive small group workshop we will dissect your company's current customer experience processes to uncover flaws and opportunities, then rebuild it from the first interaction through to job completion and beyond.
We will learn from the best companies in the world, like Disney®, Nordstrom®, Zappos®, Apple®, and the Ritz Carlton® - I even have a very special field trip planned for this group.
By the end of the workshop, you will have an entirely new customer experience SYSTEM that you'll be able to take home and implement immediately.
Make no mistake, the companies that not only survive but THRIVE over the next 10 years will have figured out how to get their customers to promote and sell for them.