About this episode
As they so often do, Matt and Garrett are talking about the phone again today. This time around, they take an in-depth look at something that can be misunderstood or overlooked, but which has incredible potential for you, your relationships, and your business: the customer service call. First of all, they define what this call is, why it needs to be done, and emphasize the importance of following through on this very important commitment. They go on to share the benefits of these calls, offer some tips for structuring them, review the referrals that can result from them, and stress the value of employing the FORD questions. They finish by outlining the two steps everyone should complete when preparing for these calls. Today's episode includes information, insights, and advice which can immediately and efficiently improve your relationships and your business, and it's all free – you owe it to yourself and your people to listen! Episode Highlights: What the customer service call is and the reasons for doing it The importance of following through on this commitment How it benefits agents Customer service calls tips Referrals and the reticular activating system Including FORD questions in your service calls 2 steps to preparing for these calls Quotes: "Don't ever, ever, ever let your customer service calls slide." "Communication is the root of, like, all happiness, and it can also be the root of all evil when communication falls." "That repetition, and the routine, and the confidence that they know that you said you're going to do something, and you're doing it is a very, very big piece in the referral side of this business." "When you exceed expectations of what people think a realtor is there to do for them, that's when they start talking about it." "We refer people that we know are going to make us look good." "During the time of the transaction, the people you're working with have four opportunities to refer you…and if you're not receiving at least one of those that means that you're not connecting with them in the right way." "Two hours a week to invest into your business to help you run your process better and collect more referrals? Come on, guys, this is great, great stuff!" Links: www.TheNinjaSellingPodcast.com Email us at TSW@TheNinjaSellingPodcast.com Ninja Selling www.NinjaSelling.com @ninjasellingofficial Ninja Coaching: www.NinjaCoaching.com @ninja.coaching Garrett garrett@ninjacoaching.com @ninjaredding Matt matt@ninjacoaching.com @matthewjbonelli