CONGRATULATIONS, CERTIFIED FULL SERVICE PROFESSIONALS!
We completed our first round of Brian Buffini's new Certified Full Service Professional Course yesterday and it was AWESOME! In just 5 weeks, these Agents made tremendous strides to elevate their services and overall customer experience. Some tangible takeaways / successes from class that I am thrilled to share:
We developed our own Unique Selling Proposition, which is a TOUGH thing to do. With the help of Ron Tite (Advertising legend, best selling author of Think, Do, Say), we were able to answer difficult questions such as "WHY CHOOSE ME?" and "HOW DO MY PERSONAL BELIEFS SHAPE THE CUSTOMER EXPERIENCE I PROVIDE?" These questions are at the heart of a Unique Selling Proposition, which quickly summarizes what makes us stand out amongst our competition.
We learned how to provide UNREASONABLE HOSPITALITY from Will Guidera (culinary legend and Author of NYT bestseller, Unreasonable Hospitality). To summarize, “Service is the base-level promise of what you offer. Hospitality is how you make someone feel while providing that service.”
We applied this to our offerings by actively listening to our clients and surprising them with an unexpected extra throughout the transaction… A small but thoughtful gift to show our clients they’ve been heard and individualized rather than mass templated.
This is the GOOD STUFF; meaning behind why we do what we do. There are so many intricacies to our job outside of just lead generation, contracts, and closings. The CFSP course is a great tool to bring the intricacies to the surface — who is interested in joining us for the next round??? Comment below and let's show some love to our CFSP Graduates!!
Multiple Listings were WON by students in this course in the 5 week period... Discussing our value proposition and revamping our existing listing presentations empowered these Agents to "hold the line" on their integrity and justify their compensation fees. SO COOL to see that growth -- I am very proud!!!
Several students REVAMPED solid relationships in their database through the outreach assignments (phone call check-ins, coffee / lunch meet ups, handwritten note cards, pop-by's). To paraphrase a quote from one student, "I probably wouldn't have reached out to any of these people had I not taken this class... It's making me more aware of getting in front of people." Perfectly summarizes the importance of these classes... We all know what we have to do, but do we do it? When you take these courses, you're "IN IT" and more fired up to do the simple things that get you more business.
