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The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

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Susan C. Young

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“The Service Mindset. When I began my real estate career at the age of twenty-two, I had a fresh Bachelor’s Degree in Marketing in one hand and ‘a tiger by the tail’ in the other. I was on a mission to be successful in life and in business and make a lot of money in the process. Every goal I set was about Me. Me. Me! I was driven by: How much money could I make? Which property listings paid the biggest commissions? How many calls did I need to make to schedule new appointments? How many listings did I need to have to hit my target? You can see where I am going with this! Working full-time, nights and weekends, seven days a week, I only made eleven thousand dollars in the first year! I was tired, disillusioned, and knew that I had to either change careers or massively shift my mindset. I chose the latter. I took ALL focus off me and re-directed my time, energy, and resources to serving my clients. Their hopes, needs, and desires became my primary focus. How could I help solve their problems?”

Relationship QuotesCommunication SkillsQuotes By Susan C YoungCustomer Service QuotesMotivational Speaker Susan YoungSusanspeaks ComPositive First Impression QuotesPositivity QuotesSelling SuccessService Beyond Self
Book:The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
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“The Service Mindset. When I began my real estate career at the age of twenty-two, I had a fresh Bachelor’s Degree in Marketing in one hand and ‘a tiger by the tail’ in the other. I was on a mission to be successful in life and in business and make a lot of money in the process. Every goal I set was about Me. Me. Me! I was driven by: How much money could I make? Which property listings paid the biggest commissions? How many calls did I need to make to schedule new appointments? How many listings did I need to have to hit my target? You can see where I am going with this! Working full-time, nights and weekends, seven days a week, I only made eleven thousand dollars in the first year! I was tired, disillusioned, and knew that I had to either change careers or massively shift my mindset. I chose the latter. I took ALL focus off me and re-directed my time, energy, and resources to serving my clients. Their hopes, needs, and desires became my primary focus. How could I help solve their problems? And then EVERYTHING began to turn around . . .”

Relationship QuotesCommunication SkillsQuotes By Susan C YoungCustomer Service QuotesMotivational Speaker Susan YoungSusanspeaks ComPositive First Impression QuotesPositivity QuotesSelling SuccessService Beyond Self
Book:The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
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“What is the motive behind your services? If it is self-centered, self-serving, and lacking consideration for others, then earning people’s trust, rapport, and business will inevitably be more of a struggle. A self-serving agenda throws up red flags which stop relationships dead in their tracks. It can destroy trust, make people wary of your intentions, and push customers to your competition.”

Relationship QuotesCommunication SkillsQuotes By Susan C YoungCustomer Service QuotesMotivational Speaker Susan YoungSusanspeaks ComPositive First Impression QuotesPositivity QuotesSelling SuccessService Beyond Self
Book:The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
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“However, if your agenda is truly to serve, your ROI (return on investment) will substantially expand. As we know from the "Law of Reciprocity," what you give is what you get. If you are helping people only to see what you can get out of it, your pie stays small and your opportunities stay limited. However, if you sincerely want to help people succeed, you will not only enjoy more success, but expand your possibilities beyond your expectations. Once you see the benefits from all directions, you will not want it any other way!”

Relationship QuotesCommunication SkillsQuotes By Susan C YoungCustomer Service QuotesMotivational Speaker Susan YoungSusanspeaks ComPositive First Impression QuotesPositivity QuotesSelling SuccessService Beyond Self
Book:The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
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“Service Beyond Self is Essential for Success Because It . . . • Builds credibility, trust, and customer satisfaction. • Strengthens your personal reputation and public image. • Fosters goodwill and makes people feel appreciated. • Helps you build healthy relationships with others. • Nurtures collaboration, participation, and cooperation. • Reaffirms a continuity of service for quality assurance, integrity, and reliability. • Saves money—it costs less to keep existing customers than it does to create new ones. When you do it right the first time, you don’t have to fix it the next time. • Improves communication and builds rapport. • Fosters mutual respect and understanding • By providing other people with what they want, you will get more of what you want!”

Relationship QuotesCommunication SkillsQuotes By Susan C YoungCustomer Service QuotesMotivational Speaker Susan YoungSusanspeaks ComPositive First Impression QuotesPositivity QuotesSelling SuccessService Beyond Self
Book:The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
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“To Move from Woe to Wow . . . Listen Attentively • Be fully present and give your customer your full attention. • Stay calm and remain patient. • Do not interrupt or become defensive. • Let the customer express his or her concerns. • Nod your head and use affirming words to show that you are listening. • Repeat back and empathize, when necessary. This confirms your understanding of the problem or question.”

Relationship QuotesCommunication SkillsQuotes By Susan C YoungCustomer Service QuotesMotivational Speaker Susan YoungSusanspeaks ComPositive First Impression QuotesPositivity QuotesSelling SuccessService Beyond Self
Book:The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
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“To Move from Woe to Wow with an Unhappy Customer. . . Solve the Problem! • Take action quickly and effectively. • Ensure that your customer is satisfied with the solution. • Learn from your mistakes.”

Relationship QuotesCommunication SkillsQuotes By Susan C YoungCustomer Service QuotesMotivational Speaker Susan YoungSusanspeaks ComPositive First Impression QuotesPositivity QuotesService Beyond SelfSelling Success Quotes
Book:The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
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“To Move from Woe to Wow with an Unhappy Customer. . . Thank the Customer! • Thank them for bringing his or her concerns to your attention. • Treat them with respect and empathy. • Avoid further inconvenience to them.”

Relationship QuotesCommunication SkillsQuotes By Susan C YoungCustomer Service QuotesMotivational Speaker Susan YoungSusanspeaks ComPositive First Impression QuotesPositivity QuotesSelling SuccessService Beyond Self
Book:The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
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“13 Simple Ways to Deliver Service Beyond Self 1. Make it Easy for People to Do Business with You. 2. Be an Awesome, Sincere Listener. 3. Listen to Customers’ Words and tone of voice, body language, and how they feel. Ask questions, listen, and meet them on their level. Explain, guide, educate, assist and do what is necessary to help them get the information they need to fully understand regarding their question or issue. 4. Show Enthusiasm. Greet customers with genuine interest. Give them your best. Think, act, and talk with positive enthusiasm and you will attract positive results. Your attitude is contagious! 5. Identify and Anticipate Needs. Most customer needs are more emotional rather than logical. 6. Under Promise & Over Deliver. Apply the principle of “Service Beyond Self” . . . give more than expected. Meet and exceed their expectations. If you can’t serve their needs, connect them with whoever can. 7. Make them Feel Important. Our deepest desire is to feel important. People rarely care how much you know until they know how much you care. Use their names, find ways to compliment them—and be sincere. 8. Take Responsibility for their Satisfaction. Do whatever is necessary to help them solve their problems. Let them know that if they can’t find answers to their questions to come back to you for help. 9. Treat your TEAM well. Fellow colleagues 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 colleagues with respect; chances are they will have a higher regard for customers. 10. Choose an Attitude of Gratitude. Gratitude changes your perspective and helps you appreciate the good rather than simply taking it for granted. 11. Perform, Provide and Follow-Up. Always perform or provide your service in a spirit of excellence and integrity. If you say you’re going to do something—DO IT! There is tremendous value in being a resource for your customer. If you can help them to succeed, they are more likely to help you succeed. 12. Use Gracious Words. "Thank you, thank you very much.”

Relationship QuotesCommunication SkillsQuotes By Susan C YoungCustomer Service QuotesMotivational Speaker Susan YoungSusanspeaks ComPositive First Impression QuotesPositivity QuotesSelling SuccessService Beyond Self
Book:The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
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