Caring Is Profit Ridiculously Simple Ways to Generate More Income in Your Entertainment Business A KEA Lecture by Matt Fore

It’s Just What You’d Expect. “My bank only has two tellers at the window except during the busy times when they have one.” Rita Rudner It’s Just What You’d Expect.

Can you relate to terrible customer service? Walmart UPS Comcast FedX Any hotel Restaurants Delta

We live in a time when people expect to be treated poorly. 11 We live in a time when people expect to be treated poorly. It is the norm.

What’s wrong with many company websites? No contact No personal email No direct number Instead we get an “info@” email and a “1-800” or that generic email block that goes to the random person.

“Send us your money and leave us alone.” What’s the message? “Send us your money and leave us alone.”

And all this is EXCELLENT NEWS! Your competition is probably giving less than stellar service.

“It’s like winning the gold medal because nobody else showed up.” John Di Lemme

3 Things You Can Do to Stand Out Above the Crowd Do exactly what you say you will do. Show up on time or early. Follow up.

The Ritz-Carlton Mindset One of the most expensive hotels in the world Nearly full every night Approximately 87% repeat nightly customer base

The Ritz-Carlton Mindset Astounding Ritz fact: They never advertise! Why are they so successful? Why do the customers keep coming back? Aren’t there other nice hotels?

The Ritz-Carlton Mindset The Ritz offers customer service like no other. It’s addictive.

A few examples: 30-second check-in time The attendant walks around the counter to give you your key. The staff escorts you wherever you want to go. Freebies Whatever you want, when you want it, the way you want it. They know your name. They wear nametags. No cellphones. You are the center of their attention.

11 The employees care. They love their job and it shows. They treat their customers like gold. All that adds up to huge profits with no advertising. Bottom line:

The Chic-Fila employees are trained by Ritz Carlton. Hardees vs. Chic Fila The Chic-Fila employees are trained by Ritz Carlton. “My pleasure.”

Be the Ritz Carlton in Your Industry.

Actions you can take NOW to increase your service for profits Love what you do. Love your customers. Communicate with your list on a regular basis. At least once a week to your list. Communicate in terms of benefits and value, not selling.

Check out my Huffington Post article: “Why Kids Learn Better When They Laugh”

A few samples of benefits you can communicate: 7 ways to inspire kids to read 7 ways to help kids love math 10 audience participation games 7 object lessons you can teach kids about being drug-free, peer pressure and bullying A super easy magic trick you can learn or teach Lots of funnies The message is “It’s not about me. It’s about you.”

It’s the Cracker Jack philosophy. Why do people pay attention to your communication? Because there is a benefit. It’s the Cracker Jack philosophy.

Actions you can take NOW to increase your service for profits Be super easy to contact. Include your email, phone and website. Have a land line. Contact your client back right away. Do everything for them. Make it super easy. It’s Groundhog Day for you.

They are thinking, “This person is not like everybody else.” “Here’s what we are going to do for you: You’ll get an email with everything we discussed… A digital photo A video A packet in the mail DVD A follow-up to make sure you have everything.” They are thinking, “This person is not like everybody else.”

Idea: What if you had a generic flyer where you could upload the information about your event so your clients don’t have to make one? That’s Ritz Carlton service.

Idea: What if you sent them that flyer even before they book the event? Now that’s crazy!

Actions you can take NOW to increase your service for profits Game Changer: Make an appointment. Don’t let your prospect miss your connection. This is huge: Find out what they REALLY want. It may not be what you think. Send a BONUS. Everybody loves a bonus.

A few Bonus ideas: Your book Your comedy CD Magic trick Kazoo A prize you give out Your track of music A sample of your art Unrelated art

Question to ask yourself: “What can I do to benefit my client?”

The Clothes Line Strategy Schedule regular follow-up benefits and bonuses for your customer so your deal doesn’t go cold.

Advance the date. Show up early. Smell like a tulip. Be “on” when you arrive. Treat the maintenance guy like the CEO. Blow their socks off. Always send a thank you card.

11 Caring is not something you can fake. When you care, your clients feel it. When they feel it, they want to do business with you above and beyond other people. And that results in profits.

Matt Fore Entertainment Email: Matt@MattFore.com Website: MattFore.com Phone: 423-926-7683