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Delivering an Experience to Remember
Pamela Temple
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Pamela Temple
Mooresville/Lake Norman, North Carolina
KW MAPS Coach
KWU Approved Trainer
CES Trainer
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What Is Concierge-Level Service?
A level of service that keeps customers
coming back for more.
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FAMILY REUNION
2016
• Agent Goal
• Repeat and referral business
• Keller Williams Goal
• Family of customer-centric agents delivering
top-notch experiences
• Known throughout the real estate and service
industries as the pinnacle of customer
experience
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FAMILY REUNION
2016
• Keller Williams Realty• At Keller Williams Realty, we want our agents
to have an elevated level of service that creates an unforgettable customer experience—an experience that has a tangible difference from all other companies.
• Starbucks• The Ritz-Carlton• Nordstrom
Elevate Your Service
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FAMILY REUNION
2016
3 PsPeople * Place * Product
Inspire Partners
Focus on Customer
Starbucks
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FAMILY REUNION
2016
• Be Welcoming
• Be Genuine
• Be Considerate
• Be Knowledgeable
• Be Involved
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FAMILY REUNION
2016
“The customer is never wrong.”
- César Ritz
The Ritz-Carlton Experience
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FAMILY REUNION
2016
“We are ladies and gentlemen serving ladies and gentlemen.”
3 Steps of Service1. A warm and sincere greeting2. Anticipation and fulfillment of each guest’s
name3. Fond farewell
Ritz-Carlton Motto
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FAMILY REUNION
2016
• Define and Refine
• Empower through Trust
• It’s NOT ABOUT YOU
• Deliver WOW!
• Leave a Lasting Footprint
The New Gold Standard
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FAMILY REUNION
2016
• Create an inviting place
• Piano
• Comfy place to rest
• Hire the smile, train the skill
• Empower the employees
“Use good judgment in all situations”
The Nordstrom Experience
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FAMILY REUNION
2016
“The minute you come up with a rule, you
give an employee a reason to say no to a
customer. That’s the reason we hate rules.”
- James Nordstrom, former cochairman
It all starts with culture!
Values, integrity, and character matter!
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FAMILY REUNION
2016
Your CX System
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FAMILY REUNION
2016
- Gary Keller
“If you want extraordinary results in your life, you cannot be average.”
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MYTH TRUTH
Defined by you
Starts and stops at the end of a
transaction
Meets the customer’s needs
One size fits all
Addresses customer’s specific
issues as they arise
Does not happens organically
Success is based on feelings alone15
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FAMILY REUNION
201616
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TRUTH:
It’s easier to keep a customer
than it is to get a new one.
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FAMILY REUNION
2016
- Gary Keller, cofounder,
Keller Williams Realty
“The data is clear … staying in a relationship with your database is the #1 way to get more business.”
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TRUTH:
Customers are more apt to share
a negative customer experience
than share a positive customer
experience.
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FAMILY REUNION
2016
The Age f the Customer.
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FAMILY REUNION
2016
Customer-centric
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FAMILY REUNION
2016
1. Know your market and demographic.
2. Know behaviors.
3. Know your value proposition.
Stay Relevant
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FAMILY REUNION
2016
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FAMILY REUNION
2016
Low $ High $$$$$
• All customers
want peace of
mind
• Explain
Functionary vs.
Fiduciary
1. Present Your Value Proposition
Functionary Fiduciary
Tells and Sells
Responds to Needs
Assumes Little Responsibility
Completes the Task
Delivers Information
Meets Expectations
Replaceable
Serves, Educates and Guides
Anticipates Needs
Accepts High Responsibility
Owns the Result
Advises and Consults
Exceeds Expectations
Irreplaceable
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FAMILY REUNION
2016
2. Listen to Your Customer
TRUTH:
People don’t care how much
you know until they know how
much you care.
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TRUTH:
People conduct business with
people they trust.
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FAMILY REUNION
2016
– Chris Heller, CEO
Keller Williams Realty
“Always tell the truth and do what you said you would do.”
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FAMILY REUNION
2016
1. Have Standards
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FAMILY REUNION
2016
• KW Mobile App
2. Leverage Technology
“The Internet engages clients, gets them excited about real estate, and brings them to you. We look at it as our friend.”
– David Hoffman, KW mega agent
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FAMILY REUNION
2016
• Your Team
• Your Vendors
Every relationship matters!
3. Leverage People
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FAMILY REUNION
2016
- Chris Heller, CEO
Keller Williams Realty
“Our job is to be the calming person in the situation. Don’t be attached to the outcome.”
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FAMILY REUNION
2016
• Keep customers informed.
• Delight the customer.
• Do unexpected things in unexpected ways.
Surpass Expectations
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Customer Loyalty:
To keep your customer a raving
fan, they need to continue to feel
your presence in the real estate
industry.
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FAMILY REUNION
2016
1. Understand the
customer and set
expectations.
2. Deliver on expectations.
3. Check in on the
experience.
4. Surpass expectations!
Systematic Approach
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FAMILY REUNION
2016
• How is your brand and customer experience
defined?
• Do you stand out from your competition?
• Do you have standards?
• Do you train to ensure success?
Ask Yourself
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FAMILY REUNION
2016
• Be different!
• Be NICE!
• Be DISRUPTIVE and create the ultimate
customer experience!
Take Action
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Questions?
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