Episode Summary: The Customer Care Checklist

Podcast Information

• Title: The Official BNI Podcast
• Host: Dr. Ivan Misner
• Episode: 881: The Customer Care Checklist
• Release Date: October 9, 2024

Introduction

In Episode 881 of The Official BNI Podcast, host Priscilla Rice engages in a dynamic conversation with Dr. Ivan Misner and guest Julian Lewis. The episode delves into the intricacies of the Customer Care Checklist, a strategic tool designed to enhance referral generation and client relationships within the BNI network.

Guest Introduction: Julian Lewis

Priscilla Rice introduces Julian Lewis, a portfolio entrepreneur and award-winning BNI Executive Director based in the United Kingdom. Julian is a founding partner of Integris Global and co-author of the Amazon bestsellers Infinite Giving and Infinite Legacy alongside Dr. Misner and Greg Davies. His expertise lies in fostering collaboration for personal and business success, embodying the BNI mission of mutual growth through structured referral marketing.

Notable Quote:

"Julian's core belief is the power of collaboration for personal and business success. And he envisions a world where everyone can achieve success simultaneously."
— Priscilla Rice [02:30]

Main Topic: The Customer Care Checklist

Julian Lewis introduces the Customer Care Checklist as an innovative method for generating referrals. This checklist serves as a structured approach for BNI members to proactively seek referrals by genuinely caring for their clients' interests.

Key Points:

• Purpose: To create referrals by deeply understanding and addressing clients' needs.
• Customization: Each member's checklist should be unique, tailored to complement their specific business offerings.
• Client-Centric Questions: Questions on the checklist must prioritize the client's best interests, ensuring relevance and authenticity.

Notable Quote:

"The Customer Care Checklist is a way of looking after our clients and generating referrals authentically."
— Julian Lewis [03:07]

Implementing the Checklist: Tips and Strategies

Julian outlines critical strategies for BNI members to develop their own Customer Care Checklists effectively:

1. Complementary Questions: Ensure that the questions align with your business services. For instance, an insurance provider might include tax planning as a referral opportunity but exclude unrelated fields like plumbing.

2. Client's Interest First: Questions should prioritize what benefits the client, fostering trust and demonstrating genuine care.

3. Leverage Expertise: If a needed service isn't available within your chapter, add it to your checklist and seek referrals within or outside BNI.

4. Adaptability: Recognize that different businesses and regions may require tailored approaches. Use the provided checklist as a template or inspiration rather than a one-size-fits-all solution.

Notable Quotes:

"The questions must complement our business and look out for our client's interest."
— Julian Lewis [05:15]

"The number of questions you ask has to be right for you and your business. It's going to be different for different people."
— Julian Lewis [07:52]

Real-Life Success Story: Vicki Summersby

Julian highlights the success of Vicki Summersby from Gloucester, who utilized the Customer Care Checklist to generate 69 referrals in two months. By implementing the checklist in her client review meetings and even emailing it out, Vicki achieved an impressive average of 8.6 referrals per meeting over eight sessions.

Notable Quote:

"One of my members in Gloucester, Vicki Summersby, achieved, using the Customer Care Checklist, 69 referrals in two months... 8.6 referrals to every meeting."
— Julian Lewis [10:33]

Best Practices for Maximizing the Checklist

Julian shares three primary methods to utilize the Customer Care Checklist effectively:

1. Face-to-Face Engagement: The most productive application is using the checklist during in-person client meetings, such as reviews or prospecting sessions, to identify and cultivate referral opportunities.

2. Differentiation from Competitors: Presenting the checklist to potential clients demonstrates a higher level of client care and commitment, setting you apart from competitors who may not offer such personalized attention.

3. Promotional Use: Incorporate the checklist into online content like blogs to generate referrals for fellow BNI members, thereby fostering a collaborative referral environment.

Notable Quote:

"If you're doing this, you're demonstrating how much you care about your clients, which your competition may not be doing."
— Julian Lewis [09:24]

Conclusion

The episode emphasizes the importance of authentic client care in generating referrals. By implementing a personalized Customer Care Checklist, BNI members can enhance their referral strategies, foster stronger client relationships, and ultimately achieve greater business success. Julian Lewis encourages listeners to adopt this tool to not only advance their own businesses but also to support their peers within the BNI network.

Final Thoughts:

"We can all achieve success together and help other people do the same."
— Julian Lewis [10:51]

Additional Resources

Listeners are encouraged to download the sample Customer Care Checklist provided in the podcast to begin creating their own tailored versions. Julian also hints at forthcoming podcast episodes that will delve deeper into his book Infinite Legacy, celebrating BNI's 40th anniversary.

Closing Remarks: Priscilla Rice wraps up the episode by promoting MeisnerAudioPrograms.com, offering tools and inspiration to enhance the BNI experience, and invites listeners to join future episodes for more valuable insights.

Key Takeaways

• The Customer Care Checklist is a vital tool for proactive referral generation.
• Customization ensures relevance and effectiveness in aligning with specific business needs.
• Authentic client care not only fosters trust but also sets members apart from competitors.
• Real-life success stories, like Vicki Summersby's, validate the efficacy of the checklist.

By integrating these strategies, BNI members can significantly enhance their networking and referral marketing efforts, leading to sustained business growth and mutual success within the BNI community.