The Exceptional Client Experience
Module 1 - The Good, Bad and Ugly by the Numbers
- What is an Exceptional Client Experience, and why you need to provide one.
- The true cost of a bad client experience.
- Why the client is queen.
- The biggest frustrations of clients.
- The dimensions of a bad client experience.
- The dimensions of an Exceptional Client Experience.
Module 2 - Appearance
- The Exceptional Client Experience: Appearance.
- Appearance, and the five-second purchasing rule.
- The power of Appearance for you and your clients.
- Value of Appearance by the numbers.
- A system to dress for success.
- The dimensions of Appearance.
- Why you must incorporate all dimensions of Appearance.
Module 3 - Approach
- The Exceptional Client Experience: Approach.
- Are you Approaching her by connecting with her feelings
- Dimensions of emotions to consider when selling to her.
- Are you Approaching her with the right welcome?
- There is an art in creating a desirable buying process.
- What is your body language saying about you with your Approach?
Module 4 - Approach
- The Exceptional Client Experience: Approach.
- The importance of being an effective listener.
- A system to effectively listen to her during your Approach.
- There is a fortune to be made by listening to her ‘chitta chatta’.
- Closing the sale with your Approach.
- Retaining her by meeting her unexpressed needs.
- Companies that build insanely great customer loyalty.
- A farewell system in creating an opportunity for another welcome back.
Module 5 - Accountability
- The Exceptional Client Experience: Accountability.
- The unveiling of the different aspects of Accountability.
- The value of being Accountable to your clients, particularly her, builds loyalty.
- Value of Accountability by the numbers.
- The dimensions of Accountability.
- The Exceptional Client Experience holds the key to your success.
Module 6 - Accountability
- The Exceptional Client Experience: Accountability.
- Accountability killers.
- She will do your marketing for you if you ‘surprise & delight’ with your Accountability towards her.
- Accountability begins with you and your company culture.
- There are dimensions of Accountability that can inspire your work culture.
- Accountability pillars that give your company a foundation.
- Standards of Excellence to think about.
- By being Accountable to yourself first, you can then be of service to others.