When I buy a cup of coffee on my way to work each morning I have a certain level of expectation for the service I'm going to receive and the quality of the product I'm about to purchase.  I'd say that's true just about any time I intend to spend my money whether it be on a cup of coffee, a computer, a car, or more so...a home.

So the question is...What is being done to ensure that I receive the absolute best possible customer experience today so tomorrow morning I stop at the same place for coffee? 

The concept is referred to a Customer Relationship Management or "CRM."  Simply defined it incorporates systems, procedures, and people to ensure that your specific customer needs are met to your full expectations within your timeframe.  While not a new concept it has become paramount over the past 3-5 years with the tremendous advances in sales force automation technology which has allowed companies to manage your needs as a consumer to a much higher degree through real time data sharing and management. 

Ok...that's great but how does it help me buy or sell real estate?  Good question. 

Traditionally speaking when you buy or sell a home you engage the services of a real estate professional who will work diligently to satisfy your needs as a customer.  While that is comforting to a degree real estate agents while diligent are also very busy and servicing anywhere from 10 to 50 clients at any given time.  Sound tough?  It is.  Do you sometime feel like your agent isn't answering your calls or replying to your questions on a timely basis?  Frustrating right?  Wouldn't it be nice if your agent had a support network that was thoroughly familiar with your customer profile and working in parallel with your agent?

So let's revisit Customer Relationship Management.  My company has invested a great deal of time, training, and capital to establish a fully automated Quality Service Center. Through the employment of a detailed customer-centric process, supported by a multi-tiered database system, our agents work collaboratively with our quality service managers to ensure your expectations are exceeded each step of the way.  This is why we say "Why work with an agent when you can work with a whole real estate company?" By virtue of working with us you have employed a full staff of real estate professionals as opposed to a single agent.  In addition, our CRM system allows us to precisely manage our existing customer pool and match motivated sellers with fully qualified buyers in real time.   

Bottom line...Our approach to customer relationship management is at the forefront of the real estate industry and our business philosophy.  We want each customer to be a "Customer for Life" and we take great effort to earn that right.

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Posted at 08:02 AM in Educational, Real Estate, Tallahassee | Permalink | Comments (0) | TrackBack (0)

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