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…
How Much Money Are You Leaving on the Table?
Think about how much you could potentially add to your business each day in add-on sales if you or your people were trained and focused. Now multiply that by five days a week. Now multiply that by 52 weeks per year. Now multiply that by the number of sales or service representatives you have. A mere $100 per day x…
Why Most Small Business Owners Don’t Up-Sell
Have you been guilty of not making the up-sell in the past? I have. Why is that? Here are the reasons I have found that up-sells aren’t made (by the owner and staff): 1. Pushy salesperson You don’t want to appear as the “used car salesman” stereotype. I will share with you in just a moment that you are actually…