This morning on my way into the office, I was listening to my FAVORITE radio station (NHPR). They were interviewing an author, Emily Yellin, about her newest book "Your Call is (not that) Important to Us: Customer Service and what it reveals About Our World and Our Lives"
She was discussing the observation that in these challenging and economically competitive times....many businesses were having to "re-visit" how they were spending their image and Marketing $$$$$. Many are reaching the conclusion that instead of telling people how good you are....you should show them, in an area where it really counts...Customer Service.
This concept applies equally to Real Estate.
In this Market....hanging on to a Customer is where it's at. People are looking for knowledge and instruction from their Agent. They are looking for someone who can guide them through what has increasingly become a frustrating, time consuming, stressful and often discouraging process. They need a counselor, a cheering section and a dispassionate voice of reason.
Our office has always stressed Customer Serviceand follow-thru such as monthly newsletters, frequent phone calling, monthly reports on listed properties and Buyer reality checks. This attitude has helped us build a loyal customer referral system.
I'm betting that many of us are finding that getting back to basics is what is keeping us in business these days. Investing of yourself, your time and your knowledge.
Good old fashioned Customer Service....the customers are passing the good word and coming back for more!
CONCORD NH REALTOR
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Joan Mirantz - Joni is a Realtor® with Keeler Family Realtors, a locally owned, Customer Service oriented Firm.
Joan Publishes a monthly Newsletter "Food For Thought" under the pen name Realtor Sherpa.
(Joan also answers to Miz Maven and Miss Joni.)
Joan works in Buyer and Seller Representation with concentrations in the Merrimack Valley Area and towns surrounding Concord NH - the Capital City.
"I love what I do, and it shows in how I do it"
www.yourrealtor.biz
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Yipppppppppeeeeeeeeeeee! You're back!
I agree with you wholeheartedly! Customer service does not have to be dead - unless we kill it. And some in our profession have done just that.
If your voicemail says you'll call back ASAP, then do it! It it says you'll call back within an hour ... DO IT!
Every time one of us does not live up to our own timeline we paint the rest of our profession as non-responsive. And that ticks me off to no end!