As discussed earlier, the first vital component of a system is the mission. Your client has a problem and you have a solution. The solution is delivered by providing a unique service experience they can’t get anywhere else. Have your employees memorize that mission. Every conversation, every meeting, and every coaching session is in context of your mission. You see,…
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What You Need to Understand to Put this Together
To create and deliver the most phenomenal service experience ever, you’ll need to first understand the emotional state of your niche prospect. When your clients buy your product or service, what is their emotional state? Excitement? Fear? Uncertainty? Pride? For example, when I arrived on “Fantasy Island,” I was very excited because visiting the Great Barrier Reef was on my…
WIIFM
You may not feel that you are up to providing that level of service experience. You may feel it is beneath you. You may be thinking, How in the world could I get my staff to act that way? I’m here to tell you that not only can you change your culture, I want to offer you some benefits of…
The Most Phenomenal Service Experience Ever!TM
If you want to know what the most phenomenal service experience ever looks like, look no farther than the Ritz-Carlton Hotel Company and their legendary service. One of my best friends, Luis Hernandez, and I go to Puerto Rico together sometimes, and last year I took my mama with us since it was her 75th birthday (yes, when you’re from…
Phenomenal Operations Systems
Operations is everything you do to serve your clients. Phenomenal operations delivers a meaningful service experience that engages, educates, and entertains your clients, making them feel special. A phenomenal operations system is a group of working parts that duplicates results consistently (without you having to be there). Michael E. Gerber, author of the E-Myth books says, “Most business owners are…