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

2. 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.

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

4. 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.

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

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

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

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

9. 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.

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

11. 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?

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

13. 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.

14. 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:

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

16. Be the Ritz Carlton in Your Industry.

17. 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.

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

19. 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.”

20. 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.

21. Actions you can take NOW to increase your service for profits
Be super easy to contact. Include your , 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.

22. They are thinking, “This person is not like everybody else.”
“Here’s what we are going to do for you: You’ll get an 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.”

23. 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.

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

25. 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.

26. 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

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

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

29. 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.

30. 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.

31. Matt Fore Entertainment
Website: MattFore.com
Phone: