Secret #2
M: Memory and Mindset
Having an excellent memory is an important part of succeeding in business. For example, you can use your memory to impress a client. How? Show that you remember something that’s important to your clients such as their birthday, anniversary, or wedding.Follow up by sending them a card or free bonus product that shows that you remembered a special occasion in their life. Your gesture of kindness will impress them, and the bonus product will surprise them. That’s why I often refer to these bonus products as surprise bonuses.Remembering things that are important to your client should become a habit. A habit is automatic. It sets your mind on automatic pilot. For that reason, a habit can be thought of as a mindset.The professionals who run the Ritz-Carlton Hotel have a certain mindset. They feel that their hotel guests should be treated to a luxurious experience. That experience is embodied by the finest service. Amazing service starts right after you enter a Ritz-Carlton Hotel.When you check in, the front-desk clerk will walk out from behind the counter, greet you, and give you your room key. The clerk is following predetermined standards of service. In fact, the Ritz-Carlton’s Website lists those standards as “a warm and sincere greeting…, anticipation and fulfillment of each guest’s needs, [and a] fond farewell.” The employees at the hotel anticipate that guests will want a hassle-free check-in process. After all, if you’re on a business trip, traveling may already have been a hassle.Very often, when you arrive at a hotel, all you’ll want is to get to your room, relax, unpack, and enjoy the resort. The Ritz-Carlton has worked very hard to ensure that guests experience an efficient check-in process and are shown to their luxurious rooms without an extensive wait. According to the hotel’s Website, the front-desk project team at the Ritz-Carlton in Osaka, Japan, reduced the check-in time by fifty percent. The staff fine-tuned the check-in process to give their guests an extraordinary first impression of the hotel. Fine-tuning this process is a consistent part of the staff’s mindset.You must develop the same mindset. You must fine-tune your business processes to satisfy your clients. That should be your priority.
Secret #3
P: Priority, Participation, and
Presence
One of your major priorities in business should be to give top-notch customer service. From the beginning to the end of your meeting with a client, give them an experience that they will remember.One of the best ways to create that experience is to anticipate your client’s needs. If it’s hot outside, have cold and room temperature bottles of water available. If it’s raining outside, offer an umbrella. That way, they can walk to their car without getting wet. And don’t ask your client to return the umbrella later. It’s a special bonus that your client gets to keep. These extraordinary experiences will make an unbelievable impression on your clients, and they’ll become your biggest fans.Why do entrepreneurs need fans? Because fans give referrals, and referrals guarantee a business’s growth.Clients will become your fans when you actively participate in their lives. That active participation stems from your anticipating and acting on their needs. A client shouldn’t have to ask you for something. You should automatically provide it. Doing so is part of the mindset of successful entrepreneurs. Smart entrepreneurs make a great impression when doing business. Their ability to anticipate a person’s needs gives them a powerful presence.People feel that way about me. They tell me: “John, when I’m around you, there’s just something different about you. I just feel a presence.” There’s a reason why people make that comment: I anticipate their needs and give them what they want before they know they want it. You can build a long-term relationship with someone by anticipating that person’s needs.
In September 2001, John Di Lemme founded Di Lemme Development Group, Inc., a company known worldwide for its role in expanding the personal development industry. As President and CEO, John strives for excellence in every area of his business and believes that you must surround yourself with a like-minded team in order to stay on top of your game.
In addition to building a successful company, John has changed lives around the globe as an international, elite speaker that has spoken in over five hundred venues. Over the past fourteen years, he has shared the stage with the best of the best including Rich Devos, Denis Waitley, Jim Rohn, and Les Brown only to name a few. This is truly an amazing feat for someone that was clinically diagnosed as a stutterer at a very young age and told that he would never speak fluently. John’s teachings have also been featured on Fox Small Business, Inc. Magazine, CNBC, and in many other media outlets.
John truly believes that everyone needs personal development to reach their full potential in life, and his determination to reach all forms of media with his motivational messages has catapulted his career. John has produced over four hundred fifty products and is an accomplished author of thirteen books including his best-selling book, “47 Secrets of Extreme Customer Service.” As a High-End Business Consultant, Strategic Business Coach, and Small Business Expert, John’s students include doctors, lawyers, entrepreneurs, consultants, CEOs of million dollar companies, and various other occupations that are thriving in a so-called poor economy. John’s success with his students has made him one of the most highly sought after business coaches in the world.
John’s passion is to teach others how to live a champion life despite the label that society has placed on them. Through his books, audio/video materials, sold-out live seminars, numerous television interviews, intensive training boot camps, weekly tele-classes, Strategic Business Coaching, Closing & Marketing University, Millionaire Affirmation Academy, Billionaire Business Motivational Marketing Tip of the Day, and Lifestyle Freedom Club memberships, John has made success a reality for thousands worldwide.