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hey everyone I'm chrisa mhor and today we're going to be talking about this sales cycle we are going to be specifically talking about fulfillment and delivery on the first four episodes we talk about marketing then lead generation lead nurture then conversion and they all kind of go handed end so if you're missing one go back and watch the other series but today we're focusing on fulfillment and [Music] delivery so think about it you do so much to get a client you Market to them you spend money or time energy and resources doing marketing then you generate that lead then you've got to nurture that lead then you've nurtured that lead did a great job now that lead converts they're officially your client they're buying your stuff they're saying yes to you you want to work with them now you've got to fulfill and deliver on your promise now let's talk about that in some instances it's just they're buying a download right maybe they're reading a book so you need to make sure the book's a good book it's worth reading right or they're you're giving them a resource right you need to make sure that that resource that they paid for is really really good maybe you're putting them through a training make sure the training is good you're fulfilling and delivering on the TR promise for what they paid for that's kind of a given let's talk about you as an expert as a coach or a professional where you take somebody and you are selling them you you as a service they are buying you your product your service you are servicing them all right how do we do this how do we make sure that we fulfill on our promise we give them the best delivery experience we deliver on our promise to work with them you've got to think about this how can you make this process seamless how can you make it easy how can you make it Flawless you want to make sure you get raving five star reviews how do we do that well obviously making sure you have a very good customer relationship management system a CRM right I I want you to think about when somebody comes into your world and they say yes to you and they're going to become a client where do they start and how do you get them to that end result what are the things that you need to do what are the phases or the stages that they need to go through in order to get their end desired result hiring you as a service provider hiring you as a real estate agent as a lender as a coach as a professional as an expert where do they start where are they going to end and what can you put into place to make sure that that experience is perfect for them all right well first of all you need to know who your clients are we talked about that on the marketing training but now you need to know okay these clients are coming to me and they want a desired outcome how can I get them there the quickest with the easiest way and make sure that they get their questions answered before they even have them I'm giving them good service I'm getting back to them quickly I'm making sure that they know what's happening next I'm educating them I'm really really like informing them about where we're at where we're going to go and what needs to be done in that time frame that's fulfillment and delivery right that's giving them good service so in order for you to give them good service you need to think about what tools and resources do you need to create to help them have that amazing experience with you right I'll give you some examples so when I was a real estate agent I knew that there was certain things that would happen throughout a transaction so what I did was I literally and I can kind of walk you through this I took the real estate transaction from the time we went into escrow right and I knew that number one there was there was marketing okay I needed to Market their properties okay but even before marketing I had to get the home ready I had to get the home ready so we'll just put ready right so I had to prepare the home and then once I prepared the home I had to market the home all right right and then I just kind of went through all the different phases of once they were said yes to me and they were in contract and this is specifically thinking about a seller and you might not be in real estate but think about this maybe you are dealing with people that go through divorce when somebody goes through divorce well what's the first thing that you have to do well you got to figure out like what it is that they want what the problem is like who gets the kids how much how much what are what are what what are their finances what are they going to divide who owns what what does he have what does she have what do you have together right you need to kind of go through this process and then you kind of start to break it down from there so I'm utilizing a real estate example because I was in real estate for 17 years and it's easy for me to use that as an example but if you're not in real estate think about your own business okay then I knew once they marketed I marketed their homes once it was ready then I knew that I had to um get offers right so there was going to be offers and then I had to negotiate those offers okay and then I knew that we went we would go into escrow okay and once we were in escrow I knew uh before we were going to escro I knew that in the negotiations I had to think about repairs like who is going to do repairs who was going to pay for what so who was going to pay for what right I needed to think about timelines all of these things came into play all right then I needed to know we were going into escrow and then I needed to think about okay there's inspections okay and I can just keep going on and on about the whole entire entire cycle of selling a house so what I did was I thought okay I'm going to create videos on what how to get your home prepared for sale I'm going to I'm also going to give them um I'm going to let them meet with the Stager she I'm going to have them meet with the Stager that's going to help them prepare their home I'm going to um give them create video content on how to clean how to like you know spruce up their house by painting Tri or painting a door I'm going to provide a cleaner and I'm going to pay for that or I'm going to give them cleaning resources right I'm going to prepare all of this stuff that has to do with them hiring me as their real estate agent to make the process as easy as possible all right another thing we did was um when we talked about offers I created a spreadsheet and the spreadsheet okay had all of the details about the offer on there I made it easy so they could look at the spreadsheet and they could we had multiple offers they could compare offer one to offer two to offer three and then I would say the pros and cons of each each offer now I knew that once we went into escrow and I would talk about inspections that for each inspection they would need to do certain things for example when you have a home inspection you need to make sure that the water heater is double strapped you need to make sure that the smoke detectors work and the carbon monoxide detectors work you don't want to be present for the home inspection so I would create a video that would tell them all of these things right I would prepare them in advance through video and then I would call them and say do you have any questions did you watch the video right I would send out through my customer relationship management system I would send out text message reminders email reminders I had it in my process as a part of my system my standard operating procedures my Sops to make sure that they got text message reminders for important events and from important dates but they got text message and email reminders about inspections and time frames they knew what to expect I made sure that a part of my process to fulfill and deliver on my promise to them that I had certain things in place as far as how often they would expect to hear from me how I would give them information I made sure I gave them great service okay that is fulfillment and delivery so in order to give the best fulfillment and delivery process as possible no matter what phase you are in business you need to think about what is your client Journey from the time that they say yes to you where are they at and where are they going to go and what is all the steps in between now how can I create information materials guides videos how can I create a CRM with emails text message reminders videos all of that to take every phase of where they're at in their customer yes journey to me in their in their buying Journey when they said yes to me how can I make that as good as possible that is how you fulfill and deliver on your promise to them right knowing where they're at where they want to go what are the steps in between and what can I put into place for all of those steps to make it as seamless as possible now if you're a newer person in your career talk to other people interview other experts in your career ask them okay so somebody said yes to me and now they're a client what can I expect to happen what's the journey they're going to go on what should I expect you know to go wrong what should I expect to go right what should I what do I need to educate them and inform them for every aspect of the process if you are already experienced in your craft you know what that is so map it out and start creating content start creating stuff for them resources to make that customer Journey after they've said yes right how do you fulfill and deliver on your promise and make it the best experience ever that was this phase of the sales cycle and again having a good CRM having systems and processes in place in that CRM to help you as much as possible you can utilize AI for a lot of this right how can you make it easy for you to show up and look great by having automations and systems in place that happen for you based upon triggers and that kind of thing and again you get get that from a good CRM but you have to know something you cannot take yourself out of the equation no matter how much artificial intelligence is out there no matter how many systems and processes or crms or automations automatic text messages or emails or phone calls or whatever it might be you still cannot take yourself out of the equation you to give a good customer experience to fulfill and deliver on your promise to that client you're going to need to put you into it and know this is that if you give a good experience here keeping the clients that you have if you can just get keep five more per of the clients that you already have you can increase profits between 5 and 95% just by keeping 5% of the clients you already have the cost to acquire a new customer is significantly more than keeping the customers that you already have as loyal Advocates as loyal clients who come back and who refer you so so important so you're spending all this time marketing you're generating great leads you're spending all this time nurturing those leads you took the time to convert them make sure they get a good experience from you so they'll want to keep coming back and they'll want to refer you and they'll be lifelong customers so that was phase five in the sales cycle um again remember that if you're missing one of the phases or you you're weak in one era you do not have a complete business and that is why you know so many businesses fail uh so often you need to have a complete business by having all of the phases of the sales cycle complete this was um the fifth sales cycle go back to watch previous ones and we have one more which is refer retain resell through rituals and routines I'm chrisa if you found this valuable and you'd like to learn more if you're an agent or a lender I'd love to invite you to my three-day virtual event we go over the sales cycle in detail we teach you how to utilize innovation technology video and social media to dominate your markets for the cost of a few cups of coffee uh again I guarantee this will elevate your business so sign up for the event I will see you there again I'm Chris rer I can't wait to help you out have a great day thanks so much for watching my video you can learn more about how to be a successful real estate professional by watching other videos that I have and be sure to subscribe to my channel and as always make it a great home selling and buying day