Morning Motivator – Create a System for Better Client Experiences

"80% of referrals come during the purchasing process. If you wait until after, you have missed your chance."
- Greg Goodman, Countrywide Home Loans, Nashville

Finally, I was in attendance of a Professional Development meeting for the Nashville Junior Chamber. As President, I have NOT been an n excellent leader in this area… as this was my FIRST visit since Jun 2008. HOWEVER, I am reminded WHY these are such great events to attend.

Today, we had a presenter named Greg Goodman of Countrywide Home Loans. Greg has achieved and broken almost every individual sales record in SunTrust and Countrywide's mortgage groups. He spoke to us about GOAL SETTING. Even better, we were prompted to a discussion about SYSTEMATIC ACHIEVEMENT. Let me explain…

Achieving goals is not a great FEAT. It is simply the results of planning and execution. A SYSTEM provides standardization to that execution and accountability. By creating a systematic approach to your business, you are better able to ensure that you will ACHIEVE your goals, since you are able to measure, isolate problems and establish expectations. By ESTABLISHING a solid system, you will LIBERATE yourself from the low value efforts of your day and provide opportunity to ENHANCE client experiences. When you are able to FOCUS on the client and their experience, rather than the paperwork or "next steps," you are able to increase loyalty, trust and referrals.

2 DEGREE SUCCESS STEP:
Systematic process management is not about REMOVING people from the process; rather it is about empowering people to add the BEST value in the process. By RELIEVING people of the burdens of trivial actions, you allow them to become dynamic, creative and customer centric. You provide them the MENTAL capital to see beyond the immediate needs or actions, and look into the bigger picture.

So ask yourself: If I didn't have to do all the MUNDANE activities that offer little value DIRECTLY to my clients experience… shouldn't I CEASE doing it? A process for completing those tasks will BETTER your client services, improve your productivity and ultimately, make you MUCH more valuable!

Cheers,
Zach

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