When you really want your customers to be happy and to recommend you to others, you need to create raving fans. This tells you how to accomplish that and grow your business with satisfied, happy and LOYAL customers.

1. Raving Fans
How to get your clients
from simply satisfied to …
Nancy Becher
www.success4biz.biz
Facebook.com/bsuconnector

4. Bad Customer Service

5. Examples

6. Have you ever had bad customer service?
How do you feel when that happens?

7. What happens when you
receive EXCELLENT
customer service?
How do you feel then?

9. Give ‘em a Pickle

10. Is a satisfied customer good enough?
In the long run, repeat business depends on
MORE than customer satisfaction.
What is a good customer?

11. Raving Fans are Created – Not Born
Decide what you want as your business model
What does the Customer want?
Plus 1 Service

12. Close your eyes and
picture YOUR ideal
business. Create the
BEST business you
can envision if money
was no object.
Now take that vision
and think about your
customers. How
would they fit into
this picture?
Merge these two
together and then
think about how you
could go just a little
bit further. What
would that look like?
Are You an Extra Miler?

13. Let The Dreaming
Begin…
Close your eyes. Picture
what you would LOVE to
create as your IDEAL
business.
What does that look like?

14. What does the
customer want?
Call Customers by Name
Brighten their day
Follow Up Golden Rule
What does s/he like?
DON’T Argue. Solve
complaints satisfactorily
Ask a customer what
they want from your
business.
Would you be surprised
if they said anything but
I want to buy the
product/service you
have to sell.
Exceptional customer
support means
providing your
customers more than
what they expect.

15. Plus One Service
Cab Story:
Cab driver, wearing a suit and driving a spotlessly
clean car. Opens the door, offers his fare the daily
newspaper, magazines, asks what type of music you
like and starts to play it on his BOSE stereo. He then
offers you hot coffee, or a cold soda.
How does this differ from the other story?
We’ve all, I assume, ridden in a
taxi before. Right?
Was it an exceptional ride or
was it like one of mine. In NYC,
the driver didn’t know where
he was going and was driving
round and round to ring up the
meter. When I told him to
STOP, he literally threw me
out. I bruised my knee. There
happened to be a police officer
that saw what happened, and
the cabbie got a ticket. Now,
what kind of customer service
was that? Good? Or -------

16. Plus One Service, cont.
What happens when you try to incorporate EVERYTHING we’ve been talking about?
• Everything works flawlessly and you become the worlds BEST business
• Some of the things work well and you become more successful
• You wind up in the corner in a ball because everything failed
When you implement Plus One Service, you do things a little at a time. Give the
customers a little bit better until you have it down perfectly. Then, implement the next
thing, and so on. In the end, your vision and the customer’s vision should mold
seamlessly.

17. Raving Fans What do
YOU want?
Plus One
Service
What do the
customers
want?
Take some time to
think about what
we’ve been doing
here. Sit down, write
down some ideas and
start to implement
them.

18. Questions?
Thank you for spending some time
with me!
If you have questions or comments,
you can always reach me at
success4biz.biz, or on Facebook at
facebook.com/bsuconnector. Or you
can always call me at 269-651-3555.
Thank you again for your time today!