HOW TO TURN YOUR CUSTOMERS INTO RAVING FANS

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HOW TO TURN YOUR CUSTOMERS INTO RAVING FANS
Presented By Sam Allred, Director Upstream Academy
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A joke by James Allred (age 14) Is there a
lesson in this?
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SESSION OBJECTIVES

• What is a "Raving Fan"
• Case Study
• What Can Clients Rave About?
• 10 Keys to Creating Raving Fans

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raving fan \ ra-vi? fan 1 an ardent admirer or
enthusiast 2 enthusiastic devotee 3 someone who
takes great delight in telling others (even total
strangers) how great you are.
WHAT IS A RAVING FAN?
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CONSIDER THIS QUOTE
"The greatest obstacle to discovery is not
ignorance - it is the illusion of knowledge."
Daniel J. Boorstin
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CONSIDER THESE QUESTIONS
Am I a raving fan for anyone or
anything? "Why?"
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CASE STUDY
In July, ITA held a meeting in Chicago at the
Peninsula Hotel. There were 80 people who
attended this two-day meeting. The cost per
night at the Peninsula was 235 per night. For
those who attended this meeting - here are 4
questions
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BRAINSTORMING SESSION
How did you feelabout the hotel before arriving?
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BRAINSTORMING SESSION
How did you feelabout the hotel upon leaving?
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BRAINSTORMING SESSION
What are some ofthe details you noticed during
your stay?
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BRAINSTORMING SESSION
How many peoplehave you told aboutthe Peninsula
Hotel?
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WHAT CAN CLIENTS RAVE ABOUT?

• Quality of service

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10 KEYS TO CREATING RAVING FANS

• Deliver more than you promise, exceed their
  expectations
• Anticipate their needs without waiting to be told
  everything
• Be proactive in contacting them first
• Take an interest in their business
• Find multiple, professional ways to thank them
  for their business

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10 KEYS TO CREATING RAVING FANS

• Have success early and build on it
• Standardize your processes at the highest level
  of excellence you are capable of
• Give something of value every time they interact
  with you
• Ask the clients how you can better serve them
• Find ways to show that you care

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13 CHARACTERISTICS OF A TRUE PROFESSIONAL by
David Maister
Do you measure up?
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13 CHARACTERISTICS OF A TRUE PROFESSIONAL

• 1. Take pride in their work and show a personal
  commitment to quality
• 2. Reach out for responsibility
• 3. Anticipate - dont wait to be told what to do
• 4. Do whatever it takes to get the job done
• 5. Get involved - dont just stick to assigned
  role
• 6. Always looking for ways to make things
  easier for those they serve
• 7. Are eager to learn as much as they can about
  the business of those they serve

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13 CHARACTERISTICS OF A TRUE PROFESSIONAL

• 8. Really listen to the needs of those they
  serve
• 9. Learn to understand and think like those
  they serve so they can represent them when they
  are not there
• 10. Are team players
• 11. Can be trusted with confidences
• 12. Are honest, trustworthy and loyal
• 13. Are open to constructive critiques on how to
  improve

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Real professionalism has little, if anything, to
do with which business you are in, what role
within that business you perform, or how many
degrees you have. Rather, it implies a pride in
work, a commitment to quality, a dedication to
the interests of the client, and a sincere desire
to help.
David H. Maister
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CONSIDER THIS QUOTE
"To reach a goal never before attained, you must
do things you have never before done."
Richard G. Scott
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. . . AND THIS QUOTE
"Opportunity is missed by most people because it
is dressed in overalls and looks like work."
Thomas A. Edison
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Thank You! sma_at_azworld.com