Today's ActiveRain Zoom meeting's speaker was none other than Grant Schneider. Grant Schneider is not only a very active AR member, he is also founder and president of Performance Development Strategies. As such, he provides business, sales and planning coaching for companies. Some of the takeaways from our conversation included:
History: Grant started his coaching company because he realized his strengths were as a team builder and consensus builder. So he works with companies to help them focus leadership on the key ingredients to success: engaging staff/team and developing loyal customers.
Customer Satisfaction vs Loyalty: Using examples from past work, Grant stressed that customer satisfaction should not be the goal. Satisfied customers mean you met their expectations, nothing more. That would be "C" level work. The goal should be loyal customers, which would be result in an "A+." We need to work to exceed clients' expectations and when we do, we will have created an emotional bond that will result not only in a great relationships but in future referrals.
Truth: In order for anyone to get better at what they do, they have to be willing to hear the truth about their performance. To that end, we should consider requesting that our clients complete surveys when finished with a transaction. This would be over and above a request for a review. The survey should ask questions about how the seller or buyer felt about the information they received, our performance, their preparation for various steps of the process, etc. And the ultimate question is "How likely are you to recommend me to your friends and family." Grant also touched on Net Promoter Scores which are used in many businesses to assess customer loyalty.
Why AR?: Grant's overview was followed up by questions. One was "what prompted you to join AR?" Grant shared that he was in a BNI group with Debbie Gartner in 2011. Debbie told him about the site, and shared all sorts of tips with him about blogging. She helped him get his profile set up, pointed him in the right direction and he's been blogging ever since!
Experience: After Grant's presentation, Jan Green wondered what everyone had done prior to real estate. Without giving away who did each, the people on the call shared that they previously did/were in:
Warehouse/storage management, the restaurant business, insurance/securities, nursing, human resources, retail buying, teaching, property management, music, DJ, information technology, artist, staffing, psychological testing, painting, toilet fixing, building management, telecommunications industry and fruit broker (yes, that's a thing).
I think it's fair to say there is a wealth of information and skills available through the people we have met in ActiveRain. And accordingly, a huge resource is available for anyone who needs guidance or suggestions - not only for their real estate business but for life in general.
And on that note, thank you again to Grant for his participation in today's meeting, and hope to see everyone next time.