Great Customer Service
Marjorie Gutierrez ??
?Creative entrepreneurs hire me to help them build a business and earn consistent revenue within 6 months??? Award Winning Mentor ?
A few years ago, I was about to present in front of 400 attendees at the World Trade Centre in Mexico City.
I was invited by a friend Ron who owned the biggest website on Ecological Travel.
He’s an American who has been in living in Mexico for many years.
He wanted me to present what SERVICE means in the Travel industry. Ecological Travel was something new.
Just when we were about to get started, he said OH! I forgot to tell you; that you’ll be presenting in Spanish.
It made sense we were after all in Mexico. But I must have had a look of shock and panic. I nervously uttered. They might not understand me. He laughed and said, you’ll be fine.
It was a 20-minute presentation, on how I started an Ecological Travel Agency, I felt an out-of-body experience as I spoke watching everyone’s expression if they understood me, and after what must have felt like an hour, it was over, and I had 10 minutes of Q &A.
I was impressed as I saw several people raise their hands to ask a question, which I answered.
The truth is, as soon as I felt a sense of accomplishment, I was on a roll. I no longer cared if my grammar was right or wrong.
I was able to answer questions which I felt I had given them a good impression of my knowledge on running an Ecological Travel business in a foreign country and having targeted an amazing niche of ex-pats living and working in Mexico.
One thing that always shines through, is my passion for business and it shows.
I talked about the importance of having:
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? Vision
? Clarity on your core value – what would you like customers/clients to know what you stand for.
? Having the right System – Structure. Why this is very important
? Know your products/ services
? Having a process that protects your business and your customers
? Giving great service whether it’s a $100 dollar ticket or a $10k
? Deliver what you say you will because once you don’t you become the dinner topic and will lose business overnight.
Service isn’t just smiling nicely but offering the best experience of the journey you initiated for your clients/customers.
Today, I’m a Systems Strategist and guide my Small Business Owner client’s through these elements.
We scale their business together. I bring out the passion and motivation of why they started their business and work through their SYSTEM, Processes and categorise their revenues/income streams.
This allows them to create more time and money by working fewer hours and enjoying life.