Customer service and experience

PAGSASANAY SA TAGUMPAY

Why do you keep going back again again to an establishment?

    1.  Luxury

   2.  User friendly

   3.  Customer service

   4.  Quality

   5.  Cheap

        Customer service is reactive

        Customer experience is proactive

Neglected Marketing strategies and designated responsibilities at SBU

PAGSASANAY SA TAGUMPAY

Certain marketing strategies are neglected and disregarded at the SBU.  In the launch of new products like
cremation, CMCS and Destiny Plans

1. Superior product knowledge

2. Specialization:   say for Ash Crypts (columbarium)   cremation, CMCS. As of now, people like
    Mr. Tamondong who should be marketing CMCS is doing driving work?

3.  Awareness:

     1.  Printing of leaflets   each one for:   cremation,  CMCS, and destiny plans    (CSS 1)

     2.  Tarpaulin for each one of them  (vertical and horizontal)                        (CSS 1)
         2 x 5         Vertical  -  Cremation services soon available  - contact Mary Ann
         3 x 12    -   Horizontal


    3.  Some premium for introductory offer  say free McDo, Jollibee (chicken joy bucket)

         Say   Jollibee Chicken joy   P400.00 bucket for purchase of  P50 to 60K na CMCS
                                                      P580.00 bucket for purchase of  P60k above na CMCS

         Say Cremation with Services   P400.00   (sa P30k na package)
                                                           P580 .00  (a P40 na services)

    4.  Dalaw paburol (gabi)  Leafletting of  #1    (CSS 1)

    5.  Intensive prospecting, telemarketing         (CSS I)

    6.  Videos to be played at the office, interment, and tribute

          1.  CMCS (now available at Pangasinan and Calamba, soon to offer in La Union in 2019)
          2.  Cremation  (now available in Pangasinan)
          3.  Sulong destiny (now available in Pangasinan)

     7.   Neon green paint for  our block signs  (La Union and Pangasinan)

4.  Intensive customer service

    1.  Amenities  (ililista mga customer na naasikaso)    (CSS2)

    2.   Birthdays and anniversaries                                  (CSS2)

    3.  Text blast for quotes/new products                         (CSS1)          

    4.  PM blast  for new products                                     (CSS1)

5.  Recruitment of agents:

    For a start:    we can

    1.  Provide t shirts for the recruits with the product name say -

         1.    Cremation
         2.    Chapel (funeral services)
     2.    Tarpaulin to be posted at back of tricycle  (for a fee a month)   libre sa mga friends.
     3.     Employing tricycle drivers as agents for added income

    At sympathy this was successful.

    TO   :     MT
                 Hans

    Submit to me an action plan 5W 1H ASAP a GROW memo

   

Holy Gardens Pangasinan Amenities for Customers

Holy Gardens Pangasinan Amenities for Customer Service

Biscuit available for clients/customers

 Biscuit available for clients/customers

Biscuit and drinks for clients/customer

Vision for Holy Gardens Memorial Park Pangasinan Crematorium

PAGSASANAY SA TAGUMPAY

These are the things we want to be placed in our crematorium in Holy Gardens Pangasinan:

1. Great interiors:

    Furniture

    Lighting

    Wall painting

                                                              Hotel Standards public cr

                                                           PWD CR  (Access to the Disabled)

                                                              Can we design this way?
Appliances

                                                               50 to 60 inches

                                                                           Microwave oven

                                                            Refrigerator for cold drinks storage

Cremains merchandise

                                                          Rock design for urns

                                                      Elegant mother of pearl design and cremains bag

                                                                 Ordinary marble urns

                                                 Marble urns at crematory in Cavite (San Gabriel)

                                                      Backyard urn factory at Romblon?

Neutralizing objections/alibis on not being able to sell because price issues

Rizal Philippines
April 3, 2018

ABE on objections excuses for not meeting sales target for First Quarter

        Objectives:

        1.  To reach sales target of 4,800 for 2Q for 2018

        2.  To make up for backlog for 1Q  of 4,700 plots

        3.  To level up fix the mindsets of CMO, CSS  sellers (especially of new ones)

         WHY: 

             1.  We do not want to see the face of failure, of hardship, of shame knocking, peering
                   at our door;
             2.  We should be happy that we are able to touch and improve the lives of many customers
                   and agents with their livelihood;
             3.  The life stories of people need to to be made more beautiful and happier and we make
                   happen for many.

       REALITY:

       1. The entire group sold only 84 plots out of 4,800 target or measly 1%

       2.  While we are incurring huge salary expenses incurred from:

             1. Bumping up salaries of CMO at Pangasinan, La Union and Oton,

             2. Bumping up of hiring rate for Region IV and other regions

             3  Cap ex of nearly 70 million php,

            we reached 60% of our collection target only in 1Q putting us on brink of cash shortage

      3.  Yet we sold P350,000,000 in 2017

      4.  May collection incentives, sales achievement incentives, rapid delivery of documents incentive
           may patsikot na promo

   WHAT ELSE DO WE NEED?  What else is wrong?  What do we need to be fixed?


Solutions :  WHAT TO TO DO NEXT?

    1.  ABE

         Regarding alibis:

          1.  May produkto tayong mura.  Ang PIS PMS (prepaid for CMCS and IS) are priced at around
                30k with MA of P500 to P600 monthly

                Ang Calapan at La Union ay nagsubmit ng PDCA for low priced plots.   Effective ba bakit
                84 lang ang sales achievement?  Parang inconsistent sa logic na ang tao ay di bumibili dahil
                mahal.  Minurahan nga eh.

                Sa Malasiqui, finally approved na 400 plots zero interest

         2. PALAGI TAYONG MAY ZERO INTEREST sa mga producto natin.  Always and ever.

             PAG ANNUAL PAYMENTS, Zero interest. Alam ba nalimutan natin?

             Advantages:

             1. Nakukuha ng agents ang com asap;

             2.  Tipid tayo sa collection efforts, tipid sa resibo at follow up

             NB.  Dapat submitted within 7 days ang OR (duplicate hard copy) at PPA within 7 days after
                      reference date.  Many SBUS are not complying with this standards.  Bakit naging
                      corrupt ang standards.

        3.  Motivational attitudinal change: 

             1.  PAG GUSTO MAY PARAAN, PAG AYAW MARAMING DAHILAN

Blessing of the Urvan 350 bound for Holy Gardens Calamba and Pangasinan

PAGSASANAY SA TAGUMPAY

Rizal Philippines
January 13, 2018

                                           At the  right is the premium Urvan with High Roof

                                         The Ordinary for Holy Gardens Pangasinan

                                           Back view of Premium van

1. Objectives:

        1.  To level up IS and CMCS which are GP generators
        2.  To generate more IS and  CMCS revenues to generate more NCR and more NCR
              incentives

2.  Execution of the plans

As was planned and envisioned the first two of the three new vehicle acquisition to level up our CMCS were delivered by Nissan Mandaluyong, paid for  in cash to be amortized by the SBU

1.  Nissan Urvan 350 12 seater   for Holy Gardens Pangasinan
2.  Nissan Urvan 350 12 seater Premium for Holy Gardens Calamba

     In the meantime, the Crosswind of  Calamba shall be sent to Calapan;
     the Crosswind of Pangasinan shall be used at Malasiqui.

    In due time, as we acquire the Navarra for Morong, the DMax shall be sent to La Union

Nissan is known for strong aircon (Calsonic)   The aircon of the above are designed to cool everyone equally. For the ordinary, the aircon is lined up lengthwise vs the across lay out of most vans.

For the Premium the aircon is directed towards each individual seat, is tall and spacious and passengers can walk up straight as in a bus.

     They will be used to tow karuwahe for GE and Niche  buyers for interment service;
     and in lieu of hearse for CMCS.

    While towing the karuwahe, the  bereaved family rides in the  airconditioned comfort of the van

WTDN:  Action Plans

     1.   Execution of PN by Calamba and Panga in favor  of the cash buyers:  4.5% per annum for 3 years
     2    Execution of PN by Calapan  for Calamba, by Malasiqui for Pangasinan
     3.  Hiring of drivers;
     4.  Training of driver on TPM (proper care of vehicles)
     5.  Installation of tow bar (not hook) preferably after market (not fabricated by Nissan ) or other suppliers for neater appearance

The vans at the churchyard being blessed by Fr. Christopher

                                                     The NV 350 Premium van

                                                 Ordinary van  but looking not so ordinary

                                        Sir Leandro Reyes  Fr. Christopher, Mam Elvie, Madel

Quick tips on customer service

PAGSASANAY SA TAGUMPAY

Quick tips for customer service.

Published in this blog 10/10/2012


"I listen and I forget, I see and remember, I experience and I understand" - a Chinese proverb

SERVICE STARTS WITH RELATIONSHIPS
Outstanding service starts with solid relationships.  Here are nine ways to strengthen relationships with customers.

Principles from “How to Win Friends and Influence People”:

Enhance Relationships

Become a Friendlier Person
1.  Don’t criticize, condemn, or complain.
2.  Give honest, sincere appreciation.
3.  Arouse in the other person an eager want.
4.  Become genuinely interested in other people.
5.  Smile.
6.  Remember that a person’s name is to that person the sweetest and most important sound in any language.
7.  Be a good listener.  Encourage others to talk about themselves.
8.  Talk in terms of the other person’s interests.
9.  Make the other person feel important— and do it sincerely.

Complaint Resolution Process
Having a process to resolve complaints helps assure that we deal with the emotional and practical aspects of the issue.
1       Greet - Always answer the phone or greet people in person as though you are happy to hear from them.  Begin in a friendly way.  This is easy to say, but can be difficult to do.  We need to be able to “live in day-tight compartments” and separate previous negative experiences from this customer contact.

2        Listen - We often get the same kinds of complaints, so it becomes challenging to really listen to
people.  Give them an opportunity to vent some of their frustration.  Be empathetic.  Listen for facts and feelings.  Resist the temptation to start responding too quickly.  Show signs of active listening, like brief
interjections or clarifying questions.

3        Questions - Ask questions to clarify the concern.  Again, we need to resist responding until we understand people and their issues.
a.     Elementary questions capture the basic facts of the problem.  This gives us an opportunity to take some of the emotion out of the complaint.
b.     Elaborative questions gather more details.  This gives the customer a chance to expand on their issues and feelings.  These questions should be relatively short, to encourage the customer to talk more.
c.     Evaluative questions help us gain an understanding of the severity of the issue, in the mind of the customer.  This is also where we evaluate what will satisfy the customer.

Let us renew our understanding of customer service

TO       All SBUs

cc:     HR, SAA, 

thru:    GM madel

Let us renew our understanding and interest, and enthusiasm on customer service by having a telecon, or group discussion at the SBU.

I HIGHLY APPRECIATE A FEEDBACK

https://www.slideshare.net/loryn_aquino/customer-service-training1

This is one of the best presentation on Customer Service Training.

Much of this is disregarded and ignored and forgotte.

Maricar, please do the above in liieu of what we are supposed to be doing tomorrow?  (ie national conferences on CSS, CMO, and  GT)

Customer service training[1] from loryn_aquino

--

SETTING THE STANDARDS IN INTERMENT SERVICE

Innovation creates more wealth and more customers

  Jorge U. Saguinsin

  Be a BIDDA now

   RRURAC   (Read, Reflect, Understand, Realize Act, Check)

   Please visit the following sites:

   Holy Gardens Rewards

   Patsikot/SUV Promo

   Bonus pa more sa pagtulong sa bentang todo2

Notice:   This email address is a private property of Holy Gardens Group and its contents are private and confidential  and  may not be copied or forwarded to parties other than the intended parties. nor can the contents be used other than the original intent  You are advised to delete the message your received if in case it may have been wrongly sent to your good office

New bike shop in town - Bikers World in Binangonan, a business to be envied; model for customer service

PAGSASANAY SA TAGUMPAY

Rizal Philippines
March 18, 2017

The memorial experts"

"TRIBUTES FOR LIFE"

BELIEFS:

1. Customer Service – to give the best service that there is; the customer is divine, the customer is the king. He pays our wages.

2. Excellence – to strive to be the best in everything we do; to hire and train the best; to practice the best processes.

3. Learning – we will keep abreast of the world’s best practices; we will learn one new thing a day.

4. Change – change is the only constant thing.  We will change always to be better and very competitive.

I came across a new business, a bike shop which should be the envy of many businesses.  It sells its products briskly;    they can sell about 10 bikes a day and hordes of bikers visit them especially on week ends.  And bloggers like me, publicize them for free for the following reasons:

Bikers World

1.  Great reliable products that are branded and reliable are sold for unbelievable, Quiapo prices.
     Xix alum bike 26 for P6,500,   Xix 29er for P13,000 (out of stock na)  fat bike for only P9,800.
     Xix roadie for only P9,500 and many more.  Oh yes CR 2032 lithium batteries for only P10.00!

2.  Great surprising delightful customer service

      Free coffee and even lunch for bikers on Saturday and Sunday.  Glenn the owner served me coffee; and even lunch  He said nagpapasigang siya ng mga 2 kgs of pork with plenty of vegies and one kg of rice  For the tired and hungry bikers coming from Morong and Bugarin.  They even sleep at his papag for naps

Glenn Diestro whose expertise is water refilling station and softdrinks distribution, said he is just into this business said that the real owners of this business are his customers the bikers.  They dictate the inventories to buy and the price (low) and he pampers them much.  He is very popular with Taguig and Binangonan bikers.  (I offered to feature him in this blog and FB) Very soon he said he will hire somebody who will do social media for him

Action Program:

1.  We are doing great with our Hataw program, we should have done this long time ago.   Fast turn around, low margin, Chinese style:   special price, low monthly payment, and minimal interest.

2. Great customer service:   Pakain:

     1. Pakain sa mga applicants

     2.  Pakain pakape pameryenda for our customers who visit the office for inquiry or monthly payment.  Bumili ng kape na kinakanaw para meryenda sa customer.  Use the Petty Cash for pakain for the customer

    3.  Paluto, panigang, boodle fight style for our customers, workers, agents once a week say worth P1,000

        Buhayain natin muli ang customer service excellence.

Maintaining and Sustaining Customer Service

To:   All CMOs and marketing staff  (CSS)

Thru:   GM Madel

 Subject:  Maintaining and Sustaining Customer Service

Date:   November 20, 2016  

Objectives:

1.  To continue serving our present and future customers

(We are entering new markets:    cremation,   chapel memorial services and memorial plans and we better adapt to this changing business environment before we are left out.)

 To implement  the definition of MARKETING:   TO CONTINUOUSLY SERVE CUSTOMERS

WANTS AND NEEDS BETTER THAN COMPETITORS AT A PROFIT

2.  To increase our capability to be in bigger and more sophisticated markets

3.  To reduce complaints

4.  To increase level of customer satisfaction and delight

5.  To remind every one that this is part of our mission

Background:

We built this business on one of the pillars of Customer Service.  We did not have capital as we were poor.  However we leveraged on customer service every inch of the way for more than 30 years. We grew and grew because of Customer service and excellence.  

However as we pass the baton, and under new management or as we assign new people who are not properly trained or oriented, this may not be given due emphasis or neglected.  Failure or business shrinkage could be lurking around the corner.

It is not the money that we collect that counts, but the learning on how to build and strengthen the business.  To generate revenues and get the customer judge our efforts favorably with their patronage and purchase is the thing that counts

Take note that we have external and internal customers who we must take care of

 .Sellers are our internal customers and we do our best to please delight them.  We can only give them titles like sales directors and managers.  We encouraged and inspired them to work hard for their titles.  Let us not change nor issue edict tot reverse this

Let us build and strengthen our business not weaken this and shooting ourselves in the fee.

As per our CCD we are not to quarrel nor insult nor shame our customers nor make it difficult to do business with us.

Upholding our beliefs of customer service and learning

Minutes of the  meeting  with Sales Director at Jollibee Turbina on November 18, 2016

Members Present:   There were about 2 sales execs and 3 sales directors present.  Ms. Manaig was not around due to the cirtical condition of her mother.

Agenda:

1.  Product knowledge/learning

2. Customer service and relation with the staff at HGGMP

1.  With regards to DFPI, more training and orientation is needed on the following items:

      1.  Terms and condition of PPA

      2.  Product knowledge:  features and benefits per every service; brochure and pamphlet, FAQ would have to be made/produced

      3. Insurance terms and condition/claims, eligible buyers, benefits

A 3 day training would have to be scheduled to cover the above 3 and as preparation for the IC exam if any

Customer service

The sales director inquired if the new staff are well versed  in customer service and excellence as we have oriented them before.  They cited several instances when voices were raised against them or the customers, wrong information (eg di puwede bone transfer for 60 days after purchase of  plot), bawal umihi sellers 

office CR. Or that they are merely agents without considering their rank as sales director or sales manager which they worked so hard to attain .  RAngo na nga lang

Find out about office sales.  Are there office sales or are the office staff smartly dumping them to their preferred sellers (The comptroller is notorious for this although a memo was issued to this effect all ready. Surely nothing will happen to her highness. Unstoppable

They recommended that the new staff:  be retrained on customer service, good human relations, or sound management practices so that they stay motivated and keep strong bonds with the organization
There are former teachers, and retired departmental managers who understand management and decency which they say the newly appointed head does not seem to know nor understand.

They are also complaining about the:

1.  Seasoned 3% for the sales director that have not been given for more than a year.

2. TA and TS that have not been paid.   

3.  Why is outright not permitted ?  they can be well accounted for but auidt and cash control has to be strict

Jorge  U. Saguinsin

The Holy Gardens Group - "THE MEMORIAL EXPERTS"

Holy Gardens Plus  - about sales of services as addition to the plots bought

Destiny Financial Plans Inc  - about duly licensed memorial plan for sales

Griefshare   -  free obit posting

Holy Gardens Best  - best pictures

Landscaping ideas - gorgeous landscaping ideas

CONFIDENTIALITY NOTICE/disclaimer:   The information contained herein is strictly confidential in nature and is the property of Holy Gardens Group and intended only for the intended recipient and its  reuse,reprinting or taking action other than the intended party is strictly prohibited. Holy Gardens assume no responsibility liability arising from such unauthorized use.

RRURAC:    Read, Respond, Understand, Reflect, Apply and Check   SBUS and their staff are obliged to vist the said site to comment.  It is a way of having shared learning

BIDDA:    BELIEVE INSPIRE DREAM DO ACHIEVE

Google.com+/HolyGardensGroup

Planned Innovation at Holy Gardens Group

BE a BIDDA: "BELIEVE, INSPIRE, DREAM, DO ACHIEVE"

Innovation is good for customers.  They get better service satisfaction and delight.  Innovation create more wealth, jobs and employment.

Serving our customers, you better each time.

Our CSS conference and team building

BE a BIDDA: "BELIEVE, INSPIRE, DREAM, DO ACHIEVE"

Rizal Philippines  | November 28, 2014

We are currently holding a conference and teambuilding with CSS of the SBUs for two days - November 27 to 28, 2014.  We had the review of the following:

1.  Business and customer
2.  Customer service excellence
3.  Bouquet of customer service
4  Communications
5.  Performance evaluation
6.  Teambuilding
7.  New PPA
8.  Posting at blog and social media

The attendees are:

1.  Ms. Cynthia Cartago
2.  Aisle of La Union
3.  Sheryll of Oton
4.  Erika of Holy Gardens Greenhills
5.  Angelica of Holy Gardens Pangasinan

                        Aisle Artajos presenting

 x

                         Sheryl presenting

                          CSS listening to Van presentation

Customer Service and Keeping them for LIfe

BE a BIDDA: "BELIEVE, INSPIRE, DREAM, DO ACHIEVE"

These videos will help you increase customer loyalty, retention and sales: (benchmarked from Carl Sewell)




Creating superior customer experience:

Seven essentials of customer service

Leadership vs management; leaders create change improve performance and productiivty

Leadership

From business blogs

Just one person can make a big difference.  After all, we need just one President of a country or a company and he spell the difference between success and failure.

The post say, leader leads the company into the future into change.  A manager maintains order amidst chao and disorder.

Going at the heart of customer service

Memorandum:

TO    :   All CSS

             All CMO

Subject:   Going into the heart of Customer Service Enhancement.

Background:

We have Slideshare presentation on Bouquet of Customer Service;   however this is skin deep.  We have to engage customer service that digs deep into customer needs:

1.  Financial

    Many are hard up when somebody dies. Many all ready spent zillions on MDs and hospitals;  they could hardly afford to pay for the burial.

    Solutions:

    1.  Offer basic and affordable services:

         BC 2

    2.  Help them get additional fundings:

        1.  Connect them with LGU who has funeral benefits assistance

        2.  Connect with generous individuals/foundation

        3.  Give collection/donation boxes so that people are encouraged to donate.

        4.  Accredit with SSS so that we can lessen their financial burden

2.   Long life, longevity and health

      Read this site:    Cheap cures. and email articles to your customers;  or make reprints and send them to your customer.  There are articles on asthma, heart disease, cancer, healing plants.  etc.

3.  Inheritance and estate planning

     How are the transfer of estate of the deceased transferred to the survivors.  What are the processes? What are the expenses involved.

Please assign this to CSS 1 to handle this.  We can be ahead of other competitors when we go into this.

For execution.

Cynthia, give me a progress report on this

Jorge US

Holy Gardens Group

CONFIDENTIALITY NOTICE/disclaimer:   The information contained herein is strictly confidential in nature and is the property of Holy Gardens Group and intended only for the intended recipient and its  retransmittal , reuse,reprinting or taking action other than the intended party is strictly prohibited. Holy Gardens assume no responsibility liability arising from such unauthorized use.

RRURAC:    Read, Respond, Understand, Reflect, Apply and Check

BIDDA:    BELIEVE INSPIRE DREAM DO ACHIEVE

Google.com+/HolyGardensGroup

Splitting of position of Records/CRM

TO       :    EPR, Accounting Officer

cc:      CC,   Bgg

This was discussed with Mr. Perez

What:   to have two separate staff for the former position of CRM/Records

Goal :    To gain at least +10% additional sales from email markeing DSM (  10 million)

Reality:  

We have been having rigodon for same position:   Mark, Majo,  Perez.

Action:

Customer Service Best Practices

"Pag gusto, may paraan; pag ayaw, maraming dahilan " It is about getting better everyday.


Are you tops in customer service?  Do you practice the bouquet of customer service? What else do you need to know about customer service.

10 Customer Service Best Practices Infographic from Salesforce

Customer Service Stats

 

10 Customer Service Best Practices Infographic from Salesforce

Remind everyone of our corporate strategies:

TO        :   All CMOs

Thru:    :  AOIC

Subject:   Constant Reminder on Our 2013 corporate strategy

These are:    discipline, beautification of the park, recruitment of sales agents, customer service.

What are some of the components that need to be looked into:

l.  Discipline

       Office decorum:   uniform id, lines of authority and communication
       Attendance:   promptness and punctuality;

       Communication

       Process compliance;  process improvement

       Outputs

       Files;   kaizen reports

       Blog posts/blogreads

2.  Beautification of the parks:

      cutting of the grass;

      landscaping:   principles, irrigation, nurseries, repainting, repairs, appearance of warehous   , vault yards, offices, guard house, office and park decors, toilets.

      projects:     VERTICAL GARDENS, WATERFALLS, HERBAL GARDENS

3.   Recruitment of agents:  contribution to nation building, poverty eradication;  one of by default objectives of businesses
 

     number to be recruited;  recruitment program

     sales meeting,

     sales incentive/rewards and recognition;

     agents accreditation:   ids and calling cards

4.  Customer service:    Bouquet of customer service

     at the office - greeting customers     

     answering phone calls

     handling customer complaints -  complaints tickets

     interments (from A to Z process from IA
 to planting grass and having markers in 7 days.

     documents   -  backtracking undelivered documents, delivering documents in 7 days, surprising the customers in documents delivery, CRM, knowledge of how many customers we have, our inventory,

CONTINUE ON COMMUNICATING AND REMINDING EVERYONE

3ffb must monitor and check and conduct constant PMRSS when there are failures.

For compliance

Please disseminate, teach on how to flesh these out,  and check;  Please be sure

--
Jorge Saguinsin

What Makes You So Special?

---------- Forwarded message ----------
From: Early To Rise <support@etrhelp.com>
Date: Wed, Jun 26, 2013 at 6:36 PM
Subject: What Makes You So Special?
To: jorgeus.george@gmail.com

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WEDNESDAY, JUNE 26, 2013

The Day I Blacklisted a Company Since giving up my car in 2011, I've taken to using rental car companies for out-of-town trips. For several months I was happy with a nearby location. It was convenient, and the cars were fine. After all, a rental car is a rental car. But then one day the manager treated me poorly. I vowed not to give them anymore business. Today I use a different company. The cars are no better, but the people are. That's one of the secrets to successful specialization that my friend Bedros Keuilian will share with you today. Craig Ballantyne "From this instant on, vow to stop disappointing yourself. Separate yourself from the mob. Decide to be extraordinary and do what you need to do - now." - The Art of Living What Makes You So Special? By Bedros Keuilian In the last four weeks alone I've been to Las Vegas, San Diego, San Francisco, Beverly Hills, and Newport Beach for both business and pleasure. As you might imagine, all of these fine cities offer amazing options for restaurants, hotels, and business meetings. But in all of these cities there are specific hotels that I'll stay at and restaurants that I'll take business meetings to. In San Diego I'll stay at and hold my meetings at the Hard Rock, Omni, and Hotel Del Mar. Dinner meetings in Southern California are usually at 21 Oceanfront in Newport Beach, Mastro's Steakhouse in Beverly Hills, or Donovan's Steakhouse in San Diego. In San Francisco I'll stay at and hold meetings at the Westin or Four Seasons. In Las Vegas our meetings are held at either the Bellagio or Aria hotels... and dinners are at the Craft Steakhouse at the MGM Grand. There are two reasons these hotels and restaurants are highest on my choice in venues. 1. They come referred by people who I trust and respect. 2. They deliver service that's unmatched by their competitors. For example, when I head out to Las Vegas to run our mastermind meetings, both Aria and Bellagio send out a private SUV service to pick me up from the airport. The headache they save me by not having to wait in the long cab line means a lot and it tells me that they care. They also provide a private check in service, upgraded rooms, and world-class breakfasts and lunches for our mastermind members. They make us look good to our coaching clients - and that means a lot to me. Their competitors offer none of that, which is why I've stuck with Bellagio and Aria, and that's why I tell everyone about how awesome they are. In Beverly Hills Mastro's Steakhouse always upgrades you to the best available table and then they follow up with a call the next day asking how your food and service was. I'm 100% convinced that if I were to say that my experience is anything but stellar, they'd issue a full refund and invite me back for another dinner on the house. I don't know of any other restaurant that follows up with a call to find out how your experience was the night before... ...and you'd be hard pressed to find a restaurant that would fall over themselves to deliver service and an experience that's unmatched. It's no wonder that there's always a waiting list for Mastro's even though there are a dozen other five star restaurants to choose from within a hundred yards of them. Your reputation and the service that you provide are the only things that separate you from your competitors. I hear a LOT of talk about setting yourself apart and creating differentiation in your business, but I don't see enough business owners doing what needs to be done in order to truly set themselves apart. Let's be honest here, ALL businesses can deliver results... For example, I work specifically with personal trainers, and almost every trainer can help a client lose weight. It's not rocket science to take someone who's spent the last decade on the couch indiscriminately indulging in fatty, fried, sugary, salty, and starchy junk and get them to start moving three times a week while cleaning up their diet by just 20 percent and give them results. The system is really not that much different between one gym and the next. What is going to set a successful fitness business owner apart from the crowd and create a massive point of differentiation is the reputation that they establish for themselves and the service that they become known for. Just look at Yelp... an entire business has been built to help people find local businesses that deliver the highest level of service and have the best reputation in their niche. The service that you're known for and the reputation that you establish is what makes or breaks you. Think about it, people are always talking about you - good or bad - they're talking about you. They're talking about you on Yelp, on Facebook, on Google Local, and at the local grocery stores, at church, and at their kid's school functions. What they're saying matters and has direct impact on your business. The service that you're known for and the reputation that you establish... ...that's what makes you so special. Rate today's article [Ed. Note: Bedros Keuilian is the embodiment of the American Dream. Arriving in the United States from the communist Soviet Union back in 1980, his family went from being broke to eventually adding value to their new community. Today, Bedros helps over 45,000 fitness experts grow their businesses. Bedros knows the American Dream is NOT dead, because he is living it right now. So are the folks in this inspiring video - watch it now.]

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--
Jorgeus George