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.