Dear UP Clients,
United Professionals has a division called Corner Man. This consulting program is different because you are actually assigned a personal coach (you are matched up with one of UP's largest and most successful school owners) that is your Corner Man in your fight to being the best in the business. This program has been running for 18 months now and is without a doubt unequalled in the consulting field. Our coaches are highly trained at inspiration, motivation and getting results. Just last month 5 clients that have been doing about $10,000 a month in contract amount broke the $80,000 barrier.
This month Corner Man is focused on producing new students and one of the 20 or so marketing programs is Creating Your Own Mass Intro’s.
Below you will find a link to a 30 minute webinar on Creating YOUR OWN Mass Intros! Enjoy, and if you have questions after please call me 877-787-4542 ext 716.
Greg Silva
Creating YOUR OWN Mass Intros Webinar - Click to listen
There is a reference to Free Marketing products – each month clients of Corner Man receive $300 worth of Free Marketing Products.
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INSTRUCTOR TRAINING
During the United Professionals Instructor Colleges we say – 10 years ago we thought we knew the difference, “It’s not what you teach but rather how you teach it.” Then a few years ago our colleges changed because there was more. "It’s not what you teach or how you teach it, but rather how you make students feel."
Student service is an integral part of our job and should not be seen as an extension of it. A school’s most vital asset is its customers and students. Without them, we would not and could not exist in business. When you satisfy our customers / students, they not only help us grow by continuing to do business with you, but recommend you to friends and associates.
The practice of customer service should be as present on the show floor as it is in any other sales environment.
The Ten Commandments of Customer Service
- Know who is boss. You are in business to service customer needs, and you can only do that if you know what it is your customers want. When you truly listen to your customers, they let you know what they want and how you can provide good service. Never forget that the customer pays our salary and makes your job possible.
- Be a good listener. Take the time to identify customer / student needs by asking questions and concentrating on what the customer / student is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions - thinking you intuitively know what the customer wants. Do you know what three things are most important to your customer?
Effective listening and undivided attention are particularly important on the show floor where there is a great danger of preoccupation - looking around to see to whom else we could be selling to.
- Identify and anticipate needs. Customers/students don't buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.
- Make customers feel important and appreciated. Treat them as individuals. Always use their name and find ways to compliment them, but be sincere. People value sincerity. It creates good feeling and trust. Think about ways to generate good feelings about doing business with you. Customers are very sensitive and know whether or not you really care about them. Thank them every time you get a chance.
On the show floor be sure that your body language conveys sincerity. Your words and actions should be congruent.
- Help customers understand your systems. Your organization may have the world's best systems for getting things done, but if customers don't understand them, they can get confused, impatient and angry. Take time to explain how your systems work and how they simplify transactions. Be careful that your systems don't reduce the human element of your organization. Use the New Comer’s manual to explain, testing, etiquette, protocol etc.
- Appreciate the power of "Yes". Always look for ways to help your customers. When they have a request (as long as it is reasonable) tell them that you can do it. Figure out how afterwards. Look for ways to make doing business with you easy. Always do what you say you are going to do.
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Know how to apologize. When something goes wrong, apologize. It's easy and customers like it. Deal with problems immediately and let customers know what you have done. Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve. Even if customers are having a bad day, go out of your way to make them feel comfortable.
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Give more than expected. Since the future of all companies lies in keeping customers happy, think of ways to elevate yourself above the competition. Consider the following:
• What can you give customers that they cannot get elsewhere?
• What can you do to follow-up and thank people even when they don't buy?
• What can you give customers that is totally unexpected?
- Get regular feedback. Encourage and welcome suggestions about how you could improve. There are several ways in which you can find out what customers think and feel about your services.
• Listen carefully to what they say.
• Check back regularly to see how things are going.
• Provide a method that invites constructive criticism, comments and suggestions.
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Treat employees well. Employees are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your employees with respect and chances are they will have a higher regard for customers. Appreciation stems from the top. Treating customers and employees well is equally important.
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USING GRADUATION AND TRIAL CLASSES TO BOOST UPGRADES
(Submitted by Joseph Alexander, Owner of 3 VERY SUCCESSFUL schools in Huntsville, Alabama)
Since we are testing this coming weekend, we are going to target a HUGE number of people for upgrades into Master's and Leadership Training. Our plan is to take the last 30 minutes in every class the week after graduation and teach a Masters and Leadership preview class. We will teach a preview of Master's curriculum on Mon & Tuesday and a preview of Leadership on Wed & Thursday. It will be exciting - high energy classes to preview the benefits and share the excitement of these programs.
We will give each student a business card with a space for their name and number. They can either go to the front counter NOW and schedule their appointment OR they can leave the card and we will call them (I want to avoid making people wait too long to set the appointment). Essentially, the card says please contact me to schedule a time to discuss the benefits of MTP/LTP training. Our thought is that the class should excite a number of students and give us the opportunity to meet with an present these programs to a lot of people. We'll take $100 off the DP and give people the new uniform for the program if they upgrade at the appointment.
I know this a new concept but it's something anyone with additional curriculum could do for a week or even for a single day.
The key is to make sure we build excitement and show people what we offer and how great it can be.
