Deliverables

In the course of laying out the specifics of plans, programs, and special needs which you desire for SFG to address, we will establish a set of mutually agreed upon items to address. These customized “deliverables” can manifest themselves in the form of such items as a set of management “dash board” reports, communications mechanisms, installation of benefit additions, reduced turnover, survey tools, compliance measurements etc. Each client usually finds the need to choose a different set of “deliverables” which meet the specific needs of their organization.

In the course of developing these annualized “deliverables” we will focus on the four customer expectations expressed below:

Four Customer Expectations:

Level I—Customers expect Accuracy
Level II—Next step is Availability
Level III—Advocacy
Level IV—Advice

Customers feel the closest bond to organizations that have helped them Learn! Be accurate and promptly accessible and they will want to enter into a consultative partnership with you – gladly attending your Company Sponsored Seminars.

• Create a Repeat Sales Manager mentality—job is to make sure the first time buyer buys again.
• Find out what the customer wants from the relationship and make sure that is what the customer gets.
• Every industry has a generic product and an expected product—We do not want to be the Generic Brand!
• Open Relationships vs. Closing Sales
  • Imagine it is six months from now. What will have happened during that period to make you want to continue to do business with me and my company and for you to refer my services to your colleagues?
  • Listen to the answers.
  • Be clear about the details of his or her expectations.
  • Be Proactive. Tell the new customer what others have experienced. Tell them how long it will take to train their people and you will build your credibility when that is exactly what happens.
  • Make their SFG experience a pleasant one by asking:
• How often do you expect us to meet?
• What do you consider good service?
• What return on investment are you looking for?