Raising the Service Bar...Real Estate Nightmare or Window of Opportunity?

Bill, I'd agree with you!  One of the best pieces of advice I've ever been given in business is:  under-promise and over-deliver.

Evelyn, yep, I guess we're all entitled to our opinion.  But in today's world, the customer's opinion is magnified by the tools of technology.  We ignore this at our peril...

Charita...'common sense is not common' and knowledge does not guarantee adherence.  Thanks for your comment.

Erica...there are far too many people who experience what you just described as their reality. (as members of the public we serve and fellow agents)  And it's not just your area.  Pretending that we don't have a problem doesn't make it go away.  We have to start somewhere.  I do hope this Pledge serves as a reminder that even basic small things can make a difference to someone who is paying you to perform a service. Sometimes, the smallest details matter the most.  Thanks for stopping by.

Bill... Sign of the times...

Tina, Thanks for your comment.

Cherise...appreciate your stopping by.

Gene...with reference to the car wash business, the referral aspect did occur to me.  I wonder if they refer business to another company when they see a defect?

Jenna...it is a delicate situation at times.  There are situations in which a lack of skillful communication can create problems which don't exist.  Wisdom is knowing what to say, how to say it and WHEN.

Joetta...most of us have had that experience at least once.  But on the other hand, one aspect of being a professional is to bring things to your clients' attention that they may not have considered, but should have.

Joe, thanks for your thoughts on the Pledge.  I'd agree with your observation about pro-activity and fear. Far too much of what we do or do NOT do when it comes to this area is governed by fear

Missy, we assigned a taskforce to the project.  It also included a Director liaison and a very capable member of our Executive staff.  They took on a huge task.  I think that raising the bar in our industry is mandatory and long over-due.  While some may disagree on the method, I think we can all agree on the fact that continuing to do nothing will not make things better.  Are you doing any work on this issue in Ann Arbor?

Bernadine...thanks for your comment.  With a background in customer service, were there some things that you learned in that business which you use to raise the bar in your current career?

Marc...I'd have to say that I think it's a mixed bag right now.

Joe, thanks for your thoughts on the Pledge.  I'd agree with your observation about pro-activity and fear. Far too much of what we do or do NOT do when it comes to this area is governed by fear

Missy, we assigned a taskforce to the project.  It also included a Director liaison and a very capable member of our Executive staff.  They took on a huge task.  I think that raising the bar in our industry is mandatory and long over-due.  While some may disagree on the method, I think we can all agree on the fact that continuing to do nothing will not make things better.  Are you doing any work on this issue in Ann Arbor?

Bernadine...thanks for your comment.  With a background in customer service, were there some things that you learned in that business which you use to raise the bar in your current career?

Marc...I'd have to say that I think it's a mixed bag right now.

Jeanne...thanks for sharing your observations.

Gita...I'd say New & Old. :)

Barbara...it's about our ACTIONS as well.  Words alone won't do much if they're not backed up by action. That is how faith is restored.  Thanks for your comment.

Kris, I really appreciate your insights and the fact that you took the time to read through the links.  Almost 3 1/2 years ago, I began to monitor what was being said online about the real estate profession.  This was the first time I had observed a site like this one ranking so high on a google search and with so much consumer participation.  What used to be a private gripe is now being broadcast to the whole world. This genie is NOT going back in the bottle. 

Carla & Sonsie...Much of what we do in business today (including real estate) is defensive.  Some of that may be a result of a lack of clarity about what we are going to do to provide value and service.  There's also a risk that by being so up front, you will run into people who are simply trying to take advantage or claim fault. 

Lisa...you've got a point!  Although, sometimes the Law of Unintended Consequence can arise out of even our best intentions.  

Terry, isn't that the truth!  We never reach the place where there is not room for improvement.  It's an on-going challenge and professional responsibility.

Sharon,  Training is a Broker responsibility.  Although large brokers have more personnel, they also have more expense and may not be able to afford a lot of the budget to this area.  On the other hand, there are some small brokers who provide a great apprenticeship for new agents.  I don't think one can generalize...

Marti...Thanks for the Feature!  Appreciate you. :)

Niema...Thanks for stopping by to read and comment.

Ross...that's one way to manage expectations.

Suzanne...I respect the fact that there are different opinions about how best to address the issue of raising the bar.  This process is not without risk...however, neither is life.  I hope that members who sign it take it seriously and understand that we can further undermine our profession by viewing the pledge as simply another piece of paper to add to the pile...

Tigard...perhaps, this is true in some areas, but there seems to be a lot of evidence that many customers are not necessarily feeling this way.

Jean-Paul...I think you're referring to managing expectations.  I'm with you on that!  When people understand what they are getting, they are more likely to make an educated decision that they are comfortable with.

Mary, thanks for stopping by to read and comment.  Appreciate seeing you in the Fraiche Aire group too.

Greg, That's the fascinating thing about the blogosphere.  You get to interact with a variety of different viewpoints.  As far the the days of 'business as usual'...well, that train left the station awhile ago.  We're playing a game of catch-up IMHO.  We have the opportunity to enter into a new level of conversation with our clients.

Matt...Thanks Matt.  This program has generated a good response from a wide segment of our membership.