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Systems Component #4: Procedures

A procedure is the “how to.” Make your procedures step by step. If it is a computer program, include each keystroke (within reason, you can’t always cover every possibility). If your industry has technical training or manuals to use, you can cut the development time down. We have one department in one of my companies where a technical manual developed…

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Secret #3: A Phenomenal Operations System

Operations is everything you do to service your customer, patient, or member. The level of service you provide determines whether they will ascend the “loyalty ladder” and go from customer to client. What’s the difference between a customer and a client? A customer buys something solely on the price, value, or special, but doesn’t have any loyalty to you. A…

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Secret #2: A Phenomenal Sales System

“Sales” is everything you do to turn a prospect into a paying customer. Once you generate prospects through marketing, the sales system is what turns them from prospects to customers. Remember, you want a phenomenal sales system. This system includes answering the phone, your phone scripts, respond- ing to an email opt-in, presentations, and so on. Once they have actually…

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The Five Secrets of a Phenomenal Business

“The secret is the system.” –Michael E. Gerber In 2011, I had the pleasure of helping Tom Ziglar, son of Zig Ziglar, create a powerful business assessment for Zig Ziglar’s last book Born To Win, which Tom co-authored. Tom and I had our own lists of the core systems a business should have, and they were a little different. As…

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