How Does Your Customer Service Feel?

December 20, 2011 By Leave a Comment

How Does Your Customer Service Feel?

It has been said: "people remember how you make them feel and not what you say."

No matter what sales or service industry you are in, lessons can be learned from the way Lexus treats it's clients. Leading by example the Stevinson Lexus group of Frederick, Colorado is setting the bar in customer satisfaction.

The opening of the new store in Frederick made me sit up and take notice of how important every single detail is creating the feeling that lasts and generates raving fans!

Making a long story short, our car ownership evolved from the Mercedes family to Lincolns, to the Lexus group over 32 years in real estate and small business consulting. The Lexus story begins with a friend of mine from my life guard days in Thornton, Colorado when I was 16 years old. My friend sold cars for Lexus and kept me on his contact list. His service went as far as ordering our latest SUV over the phone in Colorado and having it delivered to Lake Havasu City, Arizona at the Home Depot parking lot. He took care of every detail including the call for us to meet the driver to take delivery of our new car.

We now live in Williams, Arizona so the closest Lexus dealership is Las Vegas or Phoenix both are about a 3 hour drive from our home. It never bothers us to go to Vegas to have our car serviced as we can meet friends and have fun at the same time. What is consistent about the Lexus dealerships all over the country is the way the team treats the consumer. We can always make an appointment and have a loaner car to be able to do what we need to do while in the big city.

This past October we were in Colorado and I called my friend at Lexus to make a service appointment at the new store in Frederick. Again, as a Lexus owner I am never concerned about the quality of the service as I know it is going to be top quality no matter where I am. Our original sales friend made a move but my new best friend in the service end, Andy Anderson, took over and got us all set up with the loaner car and an orientation of the new store.

The new store in Frederick is amazing. There is a new Mac in the waiting room for customers to use sitting around the big screen or enjoying a roaring fireplace which makes you feel like you are in a 5 star resort. One of the very favorite unique branding tools I found at Stevinson Lexus in their west store was the waterfall faucets in the magnificent bathrooms. The labeled towels and mouthwash are icing on the cake in a Lexus restroom. Many stores have nail boutiques, hair booths and shoe shine stands for the consumer waiting for their car. The coffee bar with fresh pastry, fruit and juice again, make you feel appreciated as a customer.

I created a simple foursquare check in talking about the new store after getting the tour. Within 15 minutes of leaving the store we received a call from our service consultant, Andy Anderson, letting us know that the post on foursquare had been noticed by Lexus corporate and they appreciated our "shout out." Now, think about how I felt as a customer receiving a call about my post on twitter and facebook about the great new store in Frederick, Colorado. I felt like a valued client who meant something to the Lexus organization and I feel like supporting the Lexus team in every way possible.

Do you think we have a mutual admiration society? I think so and am looking forward to going to Stevinson Lexus of Frederick tomorrow for the 5,000 mile service again.

Let's discuss how social media fits into every business today. It' fun and it works!

I can't say enough good things about Lexus and the team at Stevinson in Frederick, Colorado. I hope you will think about a Lexus, go into a showroom, talk to the professionals and create your own team of supporters.

More great Lexus news.  As I posted this to twitter and checked out the @Lexus tweets I see they are giving $5.00 for each tweet with #LexusBigRedBow or sharing on facebook to Toys for Tots so check it out and share the #LexusLove

Thank you Lexus, for showing us the way to exceptional customer service and how to create raving fans.

Lexus sale How Does Your Customer Service Feel?

 

 

Call 1.866.350.7026 for details
or Click Here

NOW THROUGH JANUARY 3

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5 Favorite Take Aways: NAR 2011 Convention

November 20, 2011 By Leave a Comment

Business is business no matter what service or product one sells. 

Applying practical principles to help reach a goal is applicable to any situation.

I just returned from the National Association of Realtors 2011 Convention in Anaheim California with some great information that could be useful.IMG 3336 150x112 5 Favorite Take Aways: NAR 2011 Convention

2012 is just beyond the horizon. 5 best practice ideas presented here might give a jump start on business or personal plans.

5 Favorite Take Aways from the National Association of Realtors 2011 Convention in Anaheim, California including tips from Michael Eisner and Jack Canfield.

The Anaheim Convention Center is located on the outskirts of Disneyland. Over 20,000 members of the National Association of Realtors and service providers came together to learn and share with one another in this ever changing new world. 

Take Away 1.    Stay in budget! Michael Eisner

One cannot think of Disney and not think of the name Michael Eisner.  His accomplishments speak for themselves and his ability to lead a team to success.

Michael Eisner has been a leader in the American entertainment industry four decades. He began his career at ABC, where he helped take the network from number three to number one in primetime,  In 1976, he became president of Paramount Pictures, turning out hit films such as Raiders of the Lost Ark, Saturday Night Fever, Grease, and Terms of Endearment. This string of critically acclaimed and blockbuster films led the studio to become number one in box office and profitability in both theatrical movies and network television production.

In 1984 Michael assumed the position of Chairman and Chief Executive Officer of The Walt Disney Company and, in the ensuing 21 years, transformed it from a film and theme park company with $1.8 billion in enterprise value into a global media empire valued at $80 billion.

In 2005, Michael began the “next act” of his career by founding The Tornante Company, a privately held company that invests in, acquires, incubates, and operates media and entertainment companies.

Michael emphasized working within financial boundries.. make things happen within the framework of what you have.  Don't overspend, keep it in the box as far as the cost and out of the box as far as thinking.

Identify a budget for your business and stick to it.  Think of creative ways to achieve the goal within your budget to stay on track and take your business to the top like Michael has done four decades. 

Michael Eisner shares: "Everyone has growing pains it's just part of the process."  Keep seeing the green and going forward. 

 

Take Away 2.   Rule of 5! Jack Canfield

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Jack Canfield and Carra Riley with "Know Your Monkey™" in hand.

Jack shared J. Paul Getty's Success strategies.Rise early

  1. Rise early
  2. Work hard
  3. Strike Oil

Motivate yourself to do something different.  Change your behavior, do something different.

Walk away from negative talk or behavior. 

Change Can't to Won't and see if that word really fits.

Drop the word can't and change it to: I wish I was able to.

Television is an income reduction box.  Watching it reduces your income!

Chicken Soup for the Soul  aka Jack Canfield series….. was rejected by 144 publishers so when you think of quitting think of the dedication it took to present his book to 144 publishers.

Now this is interesting…. who do you hang out with?  "You are the average of the 5 people you spend the most time with.  Hang out with people making more money than you."

Rule of 5:   Do 5 things a day to help you get to your goal.  Your self talk should be "what 5 things am I going to do to day to achieve my dream?"

 

Take away 3:  Learn about personality types and how different people fit with your traits.

The Council of Real Estate Brokerage Managers  CRB sponsored a class on Managing and Leading Teams taught by National Real Estate Educator Brad Hanks.

Every business could be considered a team and a very helpful idea to increase productivity and consumer satisfaction it is to learn about different personalities and how they work together in a DISC assessment test. 

The typical American company bases 80% of their hiring decisions on the "intellectual" aspect of an individual: skills, resume, training and experience.

The National average rate of successful hiring is less than 50% because of Behavior or Style incompatibility.  Here in lies the major disconnect or wrong hiring practice.  The person can do the job but it is not getting done.  By using the DISC assessment method an employer can better understand the thinking process of the potential hiree and see if the person is a good fit with the vision and direction of the company. 

The important take way is to really learn about how different people think and adjust what you do and how you present what you have to share accordingly. The DISC study does require an action item on your business plan to help balance the way the work flows in all environments and they type of communication that will be successful. 

CRB is just completing some major modifications in their courses and have added many new trainers to their instructor cadre.  I am delighted to share the fact I am a new CRB instructor and look forward to talking to you about the classes and the program designation that can be presented in your area.

Find out more about obtaining your CRB designation, many progressive classes and National instructors contact the Council of Real Estate Brokerage Managers. 

 

Take Away 4:  Learn the new technology tools.

Technology Super Stars  Bill Lublin, Jay Thompson, Chris Smith, Nobu Hata, Todd Carpenter shared the latest web sites and tools to know about today.  Check out Bill and Chris on their mobile devices during the presentation.  If you are not mobile… you should be!

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 Evernote  is a must have app.

"Inducted into the Apple "App Hall of Fame", NY Times "Top 10 Must-Have Apps", Winner of the Best Mobile App Award from TechCrunch, Mashable and the Webbys."

Evernote turns the iPhone, iPod Touch and iPad into an extension of your brain, helping you remember anything and everything that happens in your life. From notes to ideas to snapshots to recordings, put it all into Evernote and watch as it instantly synchronizes from your iPhone to your Mac or Windows desktop. See why millions of people worldwide use Evernote:

Drop Box   for sharing in the cloud!

Sugar Sync    for more sharing in the cloud. Personal Cloud! File sync and online backup for all your devices including PC, Mac, iPhone, iPad, Android, BlackBerry, and more!

gizmodo logo 95 5 Favorite Take Aways: NAR 2011 Convention

In a head-to-head review of SugarSync, Dropbox, Apple’s iCloud, Amazon’s Cloud Drive, Google, and many others, SugarSync was named the “Ultimate Victor” as the best online storage solution of 2011.

Track this now to see what people are saying about you, your company and your brand.

Twittrratr How do you rate and is it positive or negative, what are people saying?

Search.twitter.com  search any thing you want.  search: buying a new house in Phoenix Arizona or buyuying ________ (what ever you are selling) and see who is tweeting about what you do. 

Walkscore.com   Type any address to get a walk score and see what is nearby and how far you are from aything.

localmind.com   iphone app to see what is going on around you locally. Now foursquare matters because localmind connects with local check ins to help you find out about where you want to go.. how crowded a place is and what the hours are etc.

Localmind is a new service that allows you to send questions and receive answers about what is going on—right now—at places you care about.

Google Places  

MUST be in Google Places with your business!  Must get past clients to give you reviews.  Participate and share the Google Connection.  40% of mobile searches are local in nature.

Google+ BE there… "get past the Google Creepyness and just say 'What's Next?'"

Scott Carpenter Social Media expert from NAR says the most important aspect of social media is to

"Prove to me that I can trust you."   Create relationships in social networks and do business on your website.  Spend more time on Linkedin.  Get recommendations online for Linkedin.  Make sure your profiles are correct on Zillow, Truilia, and Realtor.com

 

Take Away 5:  Be part of making the world a better place! 

NAR President Ron Phipps led the keynote session with poise and inspiration. He honored our men and women of the armed services and requested us to take action in expressing gratitude.

"If you see someone in uniform, stop and THANK THEM for service to our country."

 Ron also presented the REALTOR Good Neighbor Award Winners and encouraged each and everyone of us to join the Good Neighbor Society. IMG 3305 150x112 5 Favorite Take Aways: NAR 2011 Convention

"Capture the good neighbor heart and put it into action. We have 1,000,000 Realtors… see what 5 did!"

"For the past 12 years the Good Neighbor Awards program has recognized Realtors® who are devoted to strengthening communities through volunteer work and helping those in need. The five individuals named as this year's REALTOR® Magazine Good Neighbor Award winners are leading examples of how Realtors® value service and are committed to improving communities.

The 2011 Good Neighbor Awards winners are:

  1. LeRoy J. Bendickson, Edina Realty, Edina, Minn., for National Multiple Sclerosis Society, Minnesota Chapter
  2. Marta Karpiel, Alain Pinel Realtors®, Carmel, Calif., for Freedom Fields USA
  3. Vito A. Pampalona, Vito Anthony Homes, Rochester, Mich., for the Yellow Ribbon Fund
  4. Judy Pitt, Wright Kingdom Inc., Boulder, Colo., for Kazi Yake (His Works)
  5. Wayne J. Shaffer, Shaffer and Associates, Santa Cruz, Calif., for St. Francis Catholic Kitchen, Siena House Maternity Home, and Jesus Mary Joseph Home

The Good Neighbor Awards have been granted annually since 2000 and are presented by NAR’s REALTOR® Magazine. Winners receive a $10,000 grant for their charity and a $2,000 Lowe’s gift card, and are profiled in the November-December issue of REALTOR® Magazine.

Lowe’s (www.lowes.com) and HouseLogic, www.houselogic.com   are sponsors of the Good Neighbor Program

Ron leaves us with the vision of going out to help our world and make it a better place! 

"We are at the tipping point of changing the future in so many ways… go back to the problem and leave a bright future for our children and grand children. 

We fail if we give up. "

To get our country back on track we have to help one another…. what do you think? 

Ready for 2012? Free 30 minute planning consultation.

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Connecting The Mobile Marketing Dots!

October 30, 2011 By Leave a Comment

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Mobile Marketing is a place you need to be and something you need to know about! 

If you have not "connected those dots" you need to meet Susan Rice-Lincoln on Thursday,  November 3, 2011 9:00 a.m. Pacific Time on the Cosmic Cow Pie Blogtalkradio show.  Call into the show on (347) 994-1903 or join is in the chat room.  The more you learn about mobile marketing and where today's eyeballs are the better off you will be in adjusting as the Cosmic Shift Happens™.

Susan Rice-Lincoln is a Mobile and Social Media Marketing Expert and author of "Mastering Web. 2.0." Currently living in France and connecting all over the worldSusan Rice Lincoln Connecting The Mobile Marketing Dots!

Individuals, small businesses and non profit organizations will want to listen to this life changing information.  Susan will be sharing secrets to fund raising using mobile donations.  She will go in detail on M-commerce, mobile websites and show how a little work can make a big difference to increase the bottom line.   

Learn about "talking book marks" and how authors can take advantage of QR Codes in getting their message out. 

"Did you know that there are now more citizens in the United States with a smartphone than people with a university degree?  In 2012, there will be more people with a smartphone than any other kind of mobile phone."

Susan says…" well over half of all social media is now happening over the mobile phone and that the power of mobile to touch people is almost limitless."

In a recent tweet Susan posted: More likely than not, the emails you write today will be read on a mobile phone, not on a PC. For more go to this blog post .

6 elements you need to be sure are included in your mobile marketing program if you want success:

  1. 40% of US smartphone owners compare prices on their mobile device when they are shopping inside a store (HubSpot).  So, the moral is, if your site isn’t optimized for mobile use, you could definitely be missing out on sales. On your mobile site, make sure you put in some ‘mobile magic’ (i.e. the information consumers are most interested in) such as your hours, location and directions.
  2. Email.  Long gone is the world when emails were only read on a PC.  Now a big percentage of emails are being read on mobile phones.  This means that you need to keep the subject line short and make sure that you make your message, brand name, offer and call to action as brief and to the point as possible. Equally, the design of your email should be simple and not too dense.  Don’t forget to include a link to your website (preferably mobile!) or Facebook page.
  3. Invite the visitors to your establishment to get on your mobile list so they can get special coupons.  You might even want to put a sign at your cash register inviting them to do so. Give them a little extra incentive with a savings coupon or special offer.
  4.  Social media is a perfect fit with mobile; almost 50% of social media is consumed on mobile.  Encourage your customers to join you on Twitter or Facebook
  5. Location-based services like Foursquare also work really well with mobile.  Encourage your customers to ‘check in’ to your business by offering a special offer.
  6. Customer reviews are a great way to build your reputation on both location-based services and social media.  Invite people to share their experiences with you whenever possible.

Meet Susan Rice-Lincoln, Thursday,  November 3, 2011 9:00 a.m. Pacific Time on the Cosmic Cow Pie Blogtalkradio show.  Call into the show on (347) 994-1903 or join is in the chat room.

Susan world Connecting The Mobile Marketing Dots!

Connect with Susan Rice-Lincoln around the world! 

website

linkedin

twitter @Masterthenewnet

facebook

Tune in to hear Susan Rice-Lincon discuss going mobile to help attract more clients, money and success.

 
Filed Under: Blogtalkradio, Mobile Marketing, Mobile Marketing, Social Media Tagged With: , , , ,

Need a Battery Charge?

October 26, 2011 By Leave a Comment

SVKGZ4WDNETR

2011 is almost over and 2012 brings with it new hope and opportunities!

Amy Stoehr has some ideas to help you "Connect the dots" in real estate sales. 

Please join me on blogtalkradio Thursday October 27, 2011 9:00 a.m. PDT to meet Amy Stoehr CEO of Real Estate Master Guild. Call into (347) 994-1903 or join us in the chat room!

REMG Logo 800x257 Need a Battery Charge?

 

Amy Stoehr can get you up running and back on track in no time.  Amy is the founder of REMG  Real Estate Masters Guild, an independent source for real estate education, coaching, networking and support.  REMG is a very special community that is "guru-free" and not devoted to promoting a particular leader. 

"We build deep and lasting relationships with and among our members. The strength of the family we've created and continue to grow, through top-notch solutions and quality interactions, represents a profound advantage for our group.

With all the changes taking place on a DAILY basis we need to have some humor with "crabby people!"  This is what Amy says about crabs…. .

"Do you know why you boil two crabs in a pot, and not one? Because they'll hold each other down and die together."

Join us to talk about getting back on track and sharing ideas on social media, individual mentoring, actionable strategies, powerful networking and ongoing support. 

Remember  blogtalkradio Thursday October 27, 2011 9:00 a.m. PDT to meet Amy Stoehr CEO of Real Estate Master Guild. Call into (347) 994-1903 or join us in the chat room!

Connect with Amy Stoehr

website

facebook

541-743-8530

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QR Codes: Are You On The Ship? Part 2 of 3

October 17, 2011 By 3 Comments

Part 2 of 3 in a series. QR Codes: Are You On The Ship? 

Part 1 of 3 in a series.

                                                         ar131722866009615 QR Codes: Are You On The Ship? Part 2 of 3

First you may be thinking, I have seen those QR Codes and second, why should I care?

QR stands for Quick Response. With the advent of Smartphones there is an exciting phenomena spreading across the world where hyperlinks QR (Quick Response) codes are being used on billboards, business cards, flyer's, t-shirts, store fronts, magazines, merchandise signs in stores and more to give the consumer immediate information about a product or service. 

A consumer points their mobile phone at an eye-catching code and they are automatically taken to a mobile web page with phone numbers, contact details or important messages about the product or service.

If you have a Smartphone and don't have the application you can get it right now at www.i-nigma.mobi  There are many apps you can download but this one is working well for many people.  You can also find it for free in the iPhone app store.  Go to the site on your phone and it will take you to the download for the app…it's that simple to install a QR Code Reader.  Then you just open the app, point it at a code and it takes you immediately to the website or the information.

Social media and technology is changing every single day.  Creating more chaos and Cosmic Cow Pies™  in our thinking more than ever before.  Deciphering what will help in our real estate marketing mix and what won't is going to determine our success or failure as the world turns.  Cosmic Shift Happens™ and what we do to meet the consumer where they are is the ONLY way to navigate the change. 
 
It does not matter what you think or how you are communicating, what matters is how the consumer is behaving and how they are gathering information to make a home purchase or sale.  The real estate professional needs to be on the same playing field with information to connect the home buying and selling dots. 
 
I spent a couple hours on the phone with Erik Goldhar, CEO and founding partner of ClikBrix.com and want to invite you to aar131742865221801 QR Codes: Are You On The Ship? Part 2 of 3 blogtalkradio show that will be like "Carra's Cliff Notes on QR Codes." 
 
Clixbrix is a turnkey Mobile Website and QR Code solution for real estate agents and brokerages. Erik will walk us through the state of the mobile web and the importance for all real estate professionals to make sure they have a website built specifically for mobile devices such as Androids, and iPhones.  Erik will discuss the massive growth of mobile web users and how YOU can make an immediate and engaging connection to your own mobile consumer through the use of tools such as QR Code technology and the best practices that will help you execute your campaigns properly. 

 

 

 

 

 

 

 

Erik will use this opportunity to give each of us a sneak preview of the launch of Clikbrix 2.0! 

There may even be a special bonus for those that tune into the broadcast!

 
 
Knowing statistics on buyer behavior is only part of the valuable information we will be discussing with Erik Goldhar on Tuesday October 18, 2011 at 9:00 a.m. PT on blogtalkradio.  Set a reminder and call into 347-994-1903 or join is in the chat room.  The show will be archived and you can listen later however, the special bonus offer will only be available to live listeners!  

Review of the topics we will be discussing:

  • Maybe you have a QR code and it is not performing for you… 
  • How to set up your phone to read a QR code (described above)
  • What phones can scan a QR code
  • How to set up a site to give information on a specific house
  • Can they be purchased individually
  • Where do you place a QR code
  • What is the best size of a QR code
  • How do you buy stickers with QR codes for signs
  • Is there such a thing as a generic QR code that goes to a website and different homes can be accessed
  • Do you need a QR code for each house
  • What type of notification or reports will and agent or broker receive when someone has scanned the QR code
  • What is the etiquette to contact someone who has scanned your code?  Do you get a phone number?
  • What are the top 3 things any agent should have in reference to QR codes.. how much is it going to cost.

Install the app from www.i-nigma.mobi and see if you can scan these codes.  Just hold your phone up to the box and the phone will scan it automatically and take you to the site. 

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Now taking this QR further.. check out what I found at Michael's! The QR code goes to coupons you will see that you can have a 40% off any regular price item because you are a mobi user. The clerk scans the UPC code on the phone and you are totally green saving 40% at point of sale.

The consumer is already here and the big companies are training people to look for the mobi bonus offerings.

You need to be on this boat! 

ar131743203668579 QR Codes: Are You On The Ship? Part 2 of 3

 

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Chili's has affiliated with Heinz Ketchup in going green using plantbottle packaging.  The Bottle itself is educating the consumer about reducing, recycling and reusing materials.  21st century marketing is alive and well on the back of the bottle with a QR code sweepstakes event.  My husband is showing how to scan the code on your smart phone and then when you get to the website there was an opportunity to enter a contest for a trip from the Ketchup bottle.  Think about this and the possibilities as people sit waiting for their meals and now scanning the backs of products on the table to entertain themselves while waiting.  Chili's also has a foursquare check-in bonus of free chips and salsa when you check in so they are setting the bar with the latest in social media and technology to reach the consumer, you can too!

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The Social Media ship is sailing and getting a front row seat with a view from the balcony is not hard.  Just takes a little bit of time to connect all the dots and create a plan and have a resource to learn from on a daily basis. If it seems like you are ready to drown with information overload…… get some help! 

Join Erik Goldhar on Tuesday October 18, 2011 at 9:00 a.m. PT on Cosmic Cow Pie blogtalkradio.  Set a reminder and call into 347-994-1903 or join is in the chat room.   Remember, there will be a real estate QR code special bonus offer will ONLY available to live listeners!  

Connect with Erik Goldharand ClikBrix

facebook

twitter @erikg1

Google+

clikbrix.com

Get on the Ship of Success….Connect the QR Code Dots and sail away!

Filed Under: Blogtalkradio, QR Code, QR codes, Social Media Tagged With: , , , , ,
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