customer loyalty: WE HAVE MET THE ENEMY AND IT IS WE - 05/30/22 11:16 AM
Every now and then I ask the question, “How many people work at your company?” It is only about one third replied one executive. While that was meant to be a wise crack, the Gallup organization learned that the statement is accurate.  And this is true of real estate, insurance and other areas where people are considered independent and not employees.
Here is why you should be concerned. The best way to illustrate the cost employee disengagement is with this story.
I recently did a similar survey for an organization. This organization provides onsite catering and event services. Their requirements for success are … (23 comments)

customer loyalty: ALWAYS EXCEED EXPECTATIONS - 05/22/22 06:39 PM
People do not buy your company. They buy you. You need to know what you do that keeps them continually buying you?  If you are a broker or a team leader any missteps by your team are seen as missteps by you.
What is the best way to have a steady stream of these loyal customers?   Under promise and over deliver. Nothing is more important to a business than a loyal customer. Loyal customers are a leading indicator for the growth and success of your business followed by an engaged staff.
Customers generally have a level of expectation when they engage your services. … (23 comments)

customer loyalty: THE BEST WAY TO PREDICT THE FUTURE IS TO CREATE IT - 02/27/22 09:21 PM
There seems to have been plenty of anxiety about the future in the last two years. The best way to predict the future is to create it
I work with business owners in Westchester County New York who define success through their vision, their values, and goals. In addition, they monitor and measure results.
To get started, you need create your strategic plan, consisting of goals and objectives, and a way to measure your progress. Without these elements you are relying solely on luck.
What you measure is just as important as having and plan and executing it. For example, many business owners are … (19 comments)

customer loyalty: MORE ON CUSTOMER LOYALTY - 09/01/20 07:22 PM
As a real estate agent you sometimes feel frustration with the big Z or others.  The story I am about to tell about trying to get a dishwasher should make you confident that you can not only compete but excel.
On July 10th I ordered a dishwasher from Sears.  Then I got no confirmation about installation.  I called a number and got a person from outside of the country telling me to be patient since it has only been a few days since I ordered.  A week later I got a call for an installation 5 days after that.  They showed up … (21 comments)

customer loyalty: WHY YOU SHOULD MEASURE THIS LEADING INDICATOR - 08/23/20 06:11 PM
How can you predict future business success? The answer is a steady predictable pipeline of customers. Peter Ducker has said that the purpose of business is to attract and keep customers. You do this by creating a loyal customer base. This is done by creating an emotional connection between you and your customers.
Have you included goals for customer loyalty scores in your strategic plan?   Creating a customer is done through a clear message and marketing but keeping a customer is based on performance. Don’t spend all your time on marketing for new customers while neglecting your current customers. A loyal current … (33 comments)

customer loyalty: CREATING CUSTOMER LOYALTY - TOUCH POINTS - 08/04/20 06:46 PM
As I mentioned in my previous post customer loyalty is a leading indicator of future success.  My auto repair shop Fred's Auto Repair of Briarcliff.  Customer loyalty is developed many ways and can include special touch points.
How is this for a touch point?
I came for my appointment this week and found my name of a welcome sign.  This is just one of many things Fred's Auto does for his customers.
If you are looking to make your Westchester NY or Fairfield CT business thrive please contact me.
Grant Schneider
Performance Development Strategies


We already know what happened in the last quarter, but do you know what will happen in the current or next quarter. If you know what to expect you can be prepared and excel.  If you want to have positive results for your business will need to measure and control the things that matter. As a business leader you need to see the big picture. That includes tracking the pulse of your business. Watching a dashboard of controls tells you if your car is operating properly. Having a dashboard for your business will tell you if your business is on track … (27 comments)

customer loyalty: LOYAL TEAM LOYAL CUSTOMER - 08/11/19 07:50 PM
The loyalty of customers is very important in Real Estate as in every business.  That is why a 5 star review means more than recognition.  It means future business.  A loyal team is just as important.  Some brokers miss this fact.  What I am about to say about customers applies to retention and loyalty of team members as well.
Peter Ducker said that the purpose of business is to create and keep a customer. It is really that simple. Creating a customer is done through a clear message and marketing but keeping a customer is based on performance. Every business must focus … (18 comments)

customer loyalty: MAKE SURE YOUR TEAM IS CREATING CUSTOMER LOYALTY - 05/19/19 08:03 PM
You may believe that you have a powerful customer value proposition but if your team is not on board it will never be fulfilled. If they are not on board then, perhaps, you are not leading them. When I consult with business owners in Westchester County New York often I hear comments about getting the staff to do the right things. Sometimes an owner is willing to place all the blame on the staff being lazy, unmotivated, or the like. Fortunately, most will ask how they can improve their ability to get the team behind them.
You can change things by being … (29 comments)

customer loyalty: HERE IS A GREAT RESTAURANT IN STUART FLORIDA - 11/07/17 08:34 PM
For those of you near Stuart Florida, a great choice for a meal is Mulligan's Beach House.  We had a great Sunday brunch there this week. 
Mulligans is located right on the water in Stuart at the Stuart River Walk.
What really matters to me and to many others is that a restaurant have good food but gives a great guest experience. Mulligans certainly does that.  We started off drinks.  The rest of our party had meosas but I decided to try their bloody mary.  I am glad did.  It is served with a jumbo shrimp.
The portions of food are generous and … (33 comments)

customer loyalty: HAVE YOU PREPARED YOUR TEAM FOR SHOWTIME? - 04/02/17 08:29 PM

Spring is here and opportunities abound.  Are you and your team ready for showtime? 
It takes effort on your part to execute your season.  You know what needs to be done but what about the rest of your team?  Does everyone on the team know their role?  If you know how to empower and engage your team, they will in turn create loyal customers leading to growth and success for all. 
There are three components:
Focused Leader - You may be the broker or owner but that does not mean you are seen as the leader. You appoint yourself CEO but your … (22 comments)

customer loyalty: ARE YOU AFRAID TO TELL THE TRUTH? - 02/22/15 12:20 PM
Nicole Doty - Gilbert Real Estate Expert inspired me with her post Can You Handle the Truth.
No one wants to intentionally tell a lie.  On the other hand everyone wants to be liked and this fact can prevent people from saying what needs to be said.  I am not saying that you should offer a truthful remark that might be hurtful but when dealing with clients it never pays to conceal less than positive news. 
I am reminded of "You can't handle the truth!"  When we service our clients we sometimes think that they can't handle the truth … (34 comments)

Last week I participated in brainstorming with some realtors and other business owners.  The topic of time management came up.  To be sure, many people have problems managing time.  In this case the agent was having trouble managing time primarily because he was unable to manage his customers’ expectations.  This agent wants to do everything to make the sale however he is frustrated with what he described as his customers’ unrealistic expectations.  Although time management is the symptom this is really a problem with managing customer relationships.  No one likes to say no.  However, many times when we are afraid … (11 comments)

In previous blogs we have covered Strategy, Structure, Process and Rewards in our star model.

This leads to the last element – people. Let’s look at a couple of scenarios:
Scenario 1: You’ve hired a highly skilled and knowledgeable individual expecting him/her to be one of your next top performers. As time goes by, you just don’t see this individual living up to your expectations. How can this be? He/she has the skills and knowledge to do the job.
Compared to,
Scenario 2: You’ve hired an individual that didn’t have the best skill set, but there was just something … (1 comments)

customer loyalty: Does Your Organization Have Any Roadblocks to its Success? - 11/17/11 07:04 AM
Successful organizations are continually looking for ways and areas to improve in order to gain a competitive advantage. Two critical questions that are often asked by Senior Management are, “How do we know that resources are being properly allocated, and how can we better utilize our limited resources?” These questions moved us to examine the whole issue of what the critical elements are which contribute to organizational success. As a result of this examination, we discovered that when an organization’s systems and departments are aligned, the greater their success.
Here is a quick checkup.  Ask everyone on your team, “What … (2 comments)

Grant Schneider, Your Coach Helping You Create Successful Outcomes (Performance Development Strategies)

Grant Schneider

Your Coach Helping You Create Successful Outcomes

Armonk, NY

More about me…

Performance Development Strategies

Address: 10 Anthony Court, Armonk, NY, 10504

Office: (914) 953-4458

Mobile: (914) 953-4458

Email Me

Great Leaders create engaged employees who create and maintain loyal customers and successful and sustainable business outcomes. As leader of Performance Development Strategies I create successful business outcomes. Our organization helps executives and business owners solve their business issues by leveraging their greatest asset - their human capital. We create cutting edge leadership development through group workshops and individual coaching. I help businesses go from "good to great."




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