Brought to you by Tammy de Leeuw

Tammy de LeeuwFinancial Advisor Netzone

925-219-5748www.ontrackmoney.blogspot.com

http://www.linkedin.com/in/tammydeleeuw

Today’s webinar sponsoredBy Dondi Scumaci’s Canines

Grouchy reminds you for the safety and comfort of others, please…

Tue, May 11, 2010 11:00 AM - 12:00 PM PDT 1PM Central, 2PM Eastern

Market or Die: Direct Mail Secrets of the Rich and Lazy (agents, producers, advisors, etc) That Get Huge Open

Rates and Make $$$

http://budurl.com/lumpsandbumps

Upcoming Events You Won’t Want to Miss!

HUBZE IS GONNA ROCK YOU!How to Simplify and Profit From Social Networking Using Your Free

Digitial Business Card- With Mike Healy

Wednesday, May 19, 2010

11:00 AM - 12:00 PM PDT

http://budurl.com/hubzedemo

Thursday, May 27, 2010 11:00 AM - 12:00 PM PDT 1PM Central, 2 Eastern

How to Attract More Clients, More Referrals and

more Money By Creating An Automated Warm

touch Using Personalized Greeting Cards

http://budurl.com/tammysoc

Tuesday, May 25, 2010 11:00 AM - 12:00 PM Pac 1PM Central 2 East.

The Art of Zero Effort Selling:How to

Use NeuroPersuasion (tm) to

Dramatically

Increase Your Closing Ratios and

Make More Money

http://budurl.com/jimfortin2

How To Get Past The WOW!WOW! Factor and Attract More Quality Clients,

Prospects and Referrals

High Impact Ideas Make a powerful, positive service impression Discover your resiliency—the ability to “bounce”

back from difficult scenarios Develop better professional communication skillsIdentify ways to differentiate your organizationOvercome resistance, recognize customer needs,

and recommend appropriate solutionsDiscover new and creative ways to “add value” to

service Find ways to increase personal ownership, job

satisfaction, and pride

The Service ChallengeWhat are your greatest

service challenges? What makes it difficult

to deliver exceptional service every time?

What would your customers say are your greatest challenges?

Basic Service AssumptionsCustomers tell their story one time.If I receive the service issue…I own it. If I can see you, you are open for business. Teach people how to get the most out of their

services. Rigorously search for ways to become a greater

resource to the people you serve. Customers aren’t always right, and that isn’t the

point.

Add Value to Create Opportunity

Satisfaction From The Inside-Out

Excellent

Good

Minimal

Poor

Ownership

Shift to Value

Reaction

Deflection

Identify Ways To Differentiate

Strategically Differentiate 1. Do something no one

else does.

2. Do something others do…differently.

3. Use what you know about your customers differently.

      Develop Better Communication Skills

Service “Speak”

Service Improvisations

“Pivot” To Overcome Resistance

Say “No” When You Must

Get Your Bounce Back

Service Is An “Inside-Out” JobHow we frame a situation will determine our

response to it. We must carefully monitor the “beliefs” because

they inspire the actions. Cultures ultimately reflect beliefs and behaviors. If

you want to change the culture, work from those elements.

Most initiatives begin at the “program-ish” level. How will you drive a culture of service through the veins of your organization?

A Gift For You

Read the Introduction and Chapter 1 free!