Many new sales people often take it personally when a prospect says ‘NO’ and fail to persist with their prospecting efforts while others turn prospecting into stalking not knowing how to engage a prospect effectively. Topic – knowing when and how to stop Mentor – Sue Barrett Over 50% of sales people give up at 1st contact if they get a ‘NO’ At the 5th … Continue reading Would You Listen to You?

Most of the people we rely upon to get us through our daily lives are strangers to us. But we have to trust that they are doing the right thing. Topic – The importance of ‘trust’ Mentor – Sue Barrett Do you trust the banks anymore? What happens when trust is lost? Trust building elements Here is a link to today’s feature blog by Sue … Continue reading Trust is the heartbeat of business

You might have heard of NPS.  It is a management tool designed to gauge the loyalty of a firm’s customer relationships.  But how effective is it? Topic – Net Promoter Score Mentor – Sue Barrett The intention of NPS Who can use NPS? How valid is NPS to real estate businesses? Here is a link to today’s feature blog by Sue Marketing Monday – How … Continue reading Is a NPS a valid predictor of customer loyalty?

When the people on your team feel they are surrounded with people who believe what they believe in, then they are more confident to stretch themselves and take risks. Topic – Creating ‘sticky’ customer service Mentor – Jaquie Scammell People don’t buy what you do, they buy WHY you do it Prioritise purpose and profit will follow Practice behaviour – not skill Transcript: Kevin Turner: … Continue reading What is the purpose of your organization?

Don’t miss the opportunity to recognize and reinforce positive service behaviours when you see them. Topic – Creating ‘sticky’ customer service Mentor – Jaquie Scammell The heart of service is human Nothing served, nothing gained – Nothing given, nothing received Customer interaction reflects positively or negatively on your brand Developing your leadership style – Jacob Aldridge – The importance of empowerment and accountability Transcript: Kevin … Continue reading Putting ‘heart’ into service delivery

When frontline leaders are performing at their best, they observe the energy of the team and notice when they need to address the issue of a fuel tank that is almost empty. Topic – Creating ‘sticky’ customer service Mentor – Jaquie Scammell Where does the ‘happy customer’ result start? 3 aspects that make up a high-quality service interaction Describing a high-quality service interaction Mastering Social … Continue reading You give life to whatever you give energy to

Delivery of great customer service has more to do with empathy than some glib phrases you have been taught to say. Topic – Creating ‘sticky’ customer service Mentor – Jaquie Scammell Thinking you know what someone wants is very different from knowing what they need? Deliver empathy not sympathy Define empathy Marketing Monday – How to take a planned approach to marketing. Transcript: Kevin Turner: … Continue reading Walk a mile in my shoes

Your ability to succeed in any situation, in any endeavour, I guess, is your ability to handle the tough conversations, make the tough decisions, those hard decisions. Topic – Mindset for a changing market Mentor – Rik Rushton How to frame the tough conversations Make the easy decisions and end up with a tough life The house might be for sale but the price indicates … Continue reading How to make the hard decisions

Success is all about mindset. We look for the short path to success, and the short path is actually getting your mind right. Topic – Mindset for a changing market Mentor – Rik Rushton Our thinking determines ‘what next’ Our mind goes wherever we ask it to focus What is your dominant thought? Developing your leadership style – Jacob Aldridge – What it takes to … Continue reading The mindset required for success in a changing market