customer service: Why I love amazon.com
- 03/03/09 01:49 AM
Of course I love amazon for their books and their prices and their free shipping - and most of all, for their Kindle. But there's more: I used to have to send an e-mail to customer support if I wanted to suggest that a particular book should be made available on Kindle - now there's a single button to click. Have you ever (inadvertently, of course) bought a second copy of a book? Perhaps it has a different color cover, or the title seems different, or you read a lot from the same author and forgot you read one? Well, when … (5 comments)
customer service: Bankers get training at the Ritz-Carlton
- 11/03/08 11:30 PM
A new bank opened in Coral Gables, Florida, called Professional Bank. They are targetting professionals and small entrepreneurs, which certainly isn't unique. They feel their niche is being customer service oriented. We hear that a lot, so what does it really mean to them? quick answers on loan applications pens that aren't chained to desks umbrellas at the door for rainy days More important than any particular details, though, is the underlying philosophy. Bank employees there were trained by Ritz-Carlton. I'm curious: Do any of your real estate companies have their agents and staff trained by Ritz-Carlton? … (17 comments)
customer service: Broderbund provided exceptional service
- 10/10/08 11:55 AM
Last weekend I ordered TURBO Floor Plan from Broderbund - their latest update to the 3-D Home Architect I used to use. Being in a hurry I chose the download version, but also added the CD for a minimal extra. Usually the CDs take a long time getting here, especially if you've bought the download version. Broderbund surprised me by having the CD/DVD in my mailbox on Tuesday morning. Moreover, they WOWed me by having my name and information imprinted on the CD. Quite impressive for the second business day after the order! … (0 comments)
customer service: Theatrics - Making a Memorable Experience
- 11/16/07 09:38 AM
Currently I'm reading a book PEAK by Chip Conley, founder of Joie de Vivre Hospitality, a large boutique hotel company in San Francisco. He talks about creating an experience, the unexpected WOW for the customer. He mentions the obvious - Apple stores, Harley motorcycles. There have been lots of posts about customer service (mine included) but what about THE Experience? Where's the unexpected delight? The experience that makes customers evangelists who tell everyone. What a fantastic way to increase business without increased cost. What is the best service experience you've ever had as a customer in any field or service?What's the best service … (4 comments)
customer service: Can You Hear a Smile?
- 10/12/07 02:46 AM
Oh yes, you can. You can hear a smile. When the phone rings, put on your smile before you answer. If you have a mirror nearby, look at your smile in the mirror before you answer, to be sure it's there and big enough. The person on the other end of the phone WILL hear your smile. It changes your voiceIt changes your attitudeIt's hard to argue or lash out when you have a real smile on.I someone can see you as well, there are even more benefits. But just remember You Can Hear A Smile … (21 comments)
customer service: The Importance of a Smile
- 10/12/07 02:39 AM
One of the differences between most Southwest flight attendants and most "mainstream" carriers is that the Southwest people smile more. That's one of hiring criteria. When talking with s woman in the seat next to me yesterday, she had the same observations - on Airline X you have to wonder why they hate their jobs so much. There's nothing like a laughing to put you at ease (and cure your illness, according to some) and shake off some tension and frustrations. Our shuttle driver was the opposite extreme - what an unhappy soul. Not a smile in a hour's drive, not a … (4 comments)
customer service: Lexus Service
- 07/20/07 12:58 PM
First, I want to recognize my great Lexus salesperson, Christil Pinkerton. She's been the greatest. Our Lexus dealer is in Clearwater, and probably a 45 minute drive from home. Since the one day that I went to the dealership to look at a car, I've never had to go back to the dealership. When it needs service, someone from Lexus drives to St Pete to pick it up, leaves me a Lexus loaner, and delivers it back when it's done. Even when I traded in my Lexus SUV after 3 years, I never went back - I called Christil, told her … (11 comments)
customer service: Dry cleaners improve customer service
- 06/23/07 02:05 PM
It's the little things that count - or at least, those are the things we remember. When I picked up my dry cleaning this week, they brought a bottle of cold water out with the clothes - they said they're doing this through the summer. What a nice gesture to show they care about their clients and their comfort. I've had hotel valets provide this, and Enterprise Car Rentals, and title companies, and open houses, and broker offices - but this was the first from a dry cleaner. We need to realize our competition isn't just other real estate agents and … (7 comments)
customer service: Book: Exceeding Customer Expectations
- 02/17/07 04:39 AM
Often books written about particular companies can be a bit boring to readers outsider that company, but this one was excellent, both for its information about Enterprise Car Rentals and for the customer service philosophy that can be so easily translated to real estate, mortgages, staging, etc. Did you know that Enterprise is now the nation's #1 car rental company?is a privately owner $9 billion global powerhouse?buys more cars every year than any other company in the world?is the largest seller of used cars in the US?has recorded gains each year for the past 50 years?is one of the most successful family owned … (8 comments)
customer service: Customer service - check your clients' tax bills
- 12/29/06 10:24 AM
Here in Pinellas County, Florida, we can check the Property Assessor's website to check the taxes on a piece of property. An "extra" service you can add is to check the taxes on properties your buyers have bought, and check the prorated amount their sellers paid on the HUD statement, compared to the actual proration (naturally, be sure that the sales contract provided that these taxes will be re-prorated upon request). If the difference is a few hundred dollars or more, contact your buyers and let them know. It's up to them if they want to pursue it, but as the … (0 comments)
customer service: Choosing a Title Company
- 10/27/06 10:50 PM
Most of us don't choose a title company because of donuts, or Halloween candy, or Open House flyers, though title companies still hire people to distribute these to real estate agents. Why won't you at least TRY us?, they ask. Well, for one, because our clients aren't guinea pigs or mice. But we do get to "try" other title companies, because the custom in our area is for the Seller to choose the title company. So, nearly every time we represent a buyer, we are dealing with a title company chosen by someone else. That's our chance to evaluate service, followup, … (5 comments)
customer service: Developer Preempts Rumors
- 10/01/06 12:24 AM
When a new highrise (usualy a condo) is announced for downtown, everyone nearby is concerned about what will happen to their view. Most people don't have perspective, and even if they see a drawing in the newspaper, they can't relate to what's where on the building site, or how it will affect them. JMC Development, a local firm with a great reputation, has built a series of projects over the last two decades, each a bit grander than the last. His latest, Ovation, in downtown St. Petersburg, Florida, has prices that START at $1,900,000. At the turn of the century (sounds historic, … (1 comments)
customer service: Complaints help, too.
- 09/14/06 09:07 AM
When we were visiting the trade show at FAR today, we stopped by the booth of one of our vendors. We commented that we liked the product a lot, and then got into a conversation. After a while, we said that while we loved the product, and received many positive phone calls from clients, that we hated dealing with the company itself. When asked why, we talked about it – this is a bimonthly publication, and yet we have to submit copy when we haven’t even received the last copy, so have no opportunity to tweak or correct our approach or … (1 comments)
customer service: Little things
- 09/14/06 09:01 AM
It’s often the little things that make the biggest difference with our clients. I try to look outside the real estate industry for service ideas, and unique unexpected things. Often travel provides these things. Last night we placed an order for a wakeup call, and didn’t spend much time wondering whether it would be an automatic voice or a human one, though we much prefer the latter, especially if they add the local temperature and/or a personal-sounding comment. I had opened one eye a bit earlier this morning and was facing out the window, and saw a beautiful pastel sunrise over the ocean … (3 comments)
customer service: I don't - but I did
- 09/04/06 09:00 AM
I don't do relos. I don't choose to work for 35% less and work harder, i.e. biweekly reporting, extra forms, with the chance that the listing may be taken away as soon as the transferee accept the relo's offer. It's great for some people, just not what I choose to do. But I did. Late Friday I took a call from "Franchise" Relo (not RE/MAX, but it doesn't matter which one) asking if I would list a property, giving them a 35% referral fee. They had my client's name and address almost right. I tried to negotiate the fee, but no dice. … (1 comments)
customer service: Post Closing Debriefings
- 09/01/06 09:38 AM
After each closing our team of four get together to discuss the closing. One of the things we do is to rate each participant in the closing - buyer, seller, lender, title insurance company or attorney, inspectors, insurance agent, etc. We often have some interesting discussions on which letter grade to give them, because we don't all agree, but do come to a joint decision. That rating goes into our contact management system, ACT, so that any of can see at a glance who to recommend, what to expect, what to tell our client to expect. We also talk about anything … (3 comments)
customer service: Counselling and Insurance
- 08/26/06 02:24 AM
More to the insurance saga in Florida ... Recently I gave you a client's experience in searching for insurance, and that he did not choose the lowest bidder - he chose the one who asked him questions and counselled him. And more on my own property insurance quest (note that my non-renewed policy cancels in less than a week). Note - last year's homeowner's policy cost $1,729. Old insurance agent: I had initiated contact after the nonrenewal notice and agent's office returned my call to say, too early to worry about it, we'll get back to you 30 days before cancellation date. … (4 comments)
customer service: Response Time
- 08/16/06 07:55 AM
We know it's critical to respond timely to our clients, whether it's a phone call, or an e-mail. Yesterday we closed on a sale where the buyer chose insurance for $2,900 from Agency #1 vs $2,300 from Agency #2. I asked the buyer why he made the choice he did - and his response was: Agency #2 went from one person handling my request to another and I felt shuffled around; Agency #2 always took a few days to respond to my phone calls; and while the agent asked a couple of questions about the house I felt like a number to them. … (4 comments)
Information on Real Estate, Properties, Traditions, Neighborhoods, Market Activity and other items of interest in the Tampa Bay area (St Petersburg, Clearwater, Tampa, Bradenton) and the Gulf Beaches, Florida.
Of course I love amazon for their books and their prices and their free shipping - and most of all, for their Kindle. But there's more:
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