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Account Management Masters
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Welcome
Intro to Account Management
1.01– Introduction (1:46)
1.02– What is Account Management? (1:20)
Quiz - What is Account Management
1.03– Business Models for Account Management (5:10)
Quiz: Business Models for Account Management
1.04– Client Facing Side of Account Management (41:02)
Quiz: Client Facing Side of Account Management
1.05– Production & Operation Facing Side of Account Management (16:12)
Quiz: Production & Operation Facing Side of Account Management
1.06– Summary (2:15)
Quiz: Summary
2. Extra Mile Service
2.01– Introduction (7:22)
2.02– Extra Mile Intro (3:21)
Quiz - Extra Mile Intro
2.03– Differentiation (7:36)
Quiz - Differentiation
2.04– Benefits of Extra Mile Service (4:21)
Quiz - Benefits Extra Mile Service
2.05– Examples of Organizations That Have Differentiated Themselves by Delivering Extra Mile Service (8:34)
Quiz - Examples of Organizations that have differentiated themselves by delivering Extra Mile Service
2.06– Delivering the Extra Mile in the Landscape Industry (3:21)
Quiz - Delivering Extra Mile in the Landscape Industry
2.07– Level of Partnership/Relationship (11:44)
Quiz - Levels of Partnership/Relationship
2.08– Summary (3:00)
Quiz - Summary
3. Service Recovery
3.01– Introduction (4:40)
3.02– Service Recovery (4:41)
Quiz - Service Recovery
3.03– H.E.A.R.D. (7:18)
Quiz - H.E.A.R.D.
3.04– Key Points (10:16)
Quiz - Key Points
3.05– Failure & Recovery (1:47)
Quiz - Failure & Recovery
3.06– Recovery Plan Benefits (1:55)
Quiz - Recovery Plan Benefits
3.07– Summary (3:50)
4. Upselling
4.01– Introduction (4:39)
4.02– Enhancements (2:26)
Quiz - Enhancements
4.03– Types of Enhancements (1:29)
Quiz - Types of Enhancements
4.04– Safety & Security (5:13)
Quiz - Safety & Security
4.05– Functional (7:04)
Quiz - Functional
4.06– Aesthetic (2:46)
Quiz - Aesthetic
4.07– To Do or Not to Redo (2:47)
Quiz - To Do or Not to Redo
4.08– Property Manager Direction (4:27)
Quiz - Property Manager Direction
4.09– Presentation (5:53)
Quiz - Presentation
4.10– Fishing for Dollars (8:02)
Quiz - Fishing for Dollars
4.11– Budgets (1:13)
Quiz - Budgets
4.12– Speak Your Customers' Language (7:25)
Quiz – Speak Your Customers' Language
4.13– "Start Clean, Finish Clean" (5:43)
4.14– Be Prepared: Time Management (1:26)
Quiz - Be Prepared: Time Management
4.15– Job Set-Up (3:21)
Quiz - Job Set-Up
4.16– Enhancement Trends (2:11)
4.17– Summary (1:59)
New Lecture
5. Site Walks
5.01- Introduction (5:18)
5.02– Being Effective At The Job Site (2:05)
Quiz - Being Effective at the Job Site
5.03– Purpose Driven (2:02)
Quiz - Purpose Driven
5.04– Structured Approach (1:48)
Quiz - Structured Approach
5.05– Safety (2:14)
Quiz - Safety
5.06– Quality (6:02)
Quiz - Quality
5.07– Productivity (7:54)
Quiz - Productivity
5.08– Three Elements of Work (3:08)
Quiz - Three Elements of Work
5.09– Managing Operations (9:02)
Quiz - Managing Operations
5.10– Personally Improve the Look of the Property (1:28)
Quiz - Personally Improve the Look of the Property
5.11– Client Facing (2:24)
Quiz - Client Facing
5.12– Opportunities (1:30)
Quiz - Opportunities
5.13– Summary (2:05)
6. Personality Profiles
6.01– Introduction (5:03)
6.02– Communicating Effectively (1:03)
6.03– Using Personality Profiles (2:48)
Quiz - Using Personality Profiles
6.04– Value of Personality Profiles (1:30)
Quiz - Value of Personality Profiles
6.05– Intro to DISC (1:22)
6.06– Dominant Type (2:40)
Quiz - Dominant Type
6.07– Influential Type (2:18)
Quiz - Influential Type
6.08– Steady Type (3:24)
Quiz – Steady Type
6.09– Conscientious Type (3:09)
Quiz - Conscientious Type
6.10– Review (22:01)
Quiz - Review
6.11– Summary (2:03)
On-Boarding
7.01 Introduction (1:10)
7.02 Account Management Process (4:49)
Quiz: Account Management Process
7.03 Handoff Process Overview (7:34)
Quiz: Handoff Process Overview
7.04 First Impressions (2:18)
Quiz: First Impressions
7.05 From Complexity to Workflow (4:40)
Quiz: From Complexity to Workflow
7.06 Job Package (2:54)
Quiz: Job Package
7.07 Internal Start-Up Meeting (5:24)
Quiz: Internal Start-Up Meeting
7.08 Client Meeting (6:02)
Quiz: Client Meeting
7.09 Production Planning / Logistics / Schedules (5:19)
Quiz: Production Planning / Logistics / Schedules
7.10 New Job Startup Tracer Board (1:11)
7.11 Follow-Up (3:07)
Quiz: Follow Up
7.12 Summary (3:12)
Quiz – Speak Your Customers' Language
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