For ten years in Ann Arbor, MI, I drove a mini van, I hauled around my five kids to every sport imaginable. It was great to have all that extra space and be able to travel comfortably to visit the grandma's and grandpa's.
But, the kids grew up and I went into Real Estate and I wanted something a little more, shall we say professional to drive my clients around in and after ten years I was ready for a change.
I thought I wanted a Lincoln LX, it was a sedan and so I set up an appointment to drive one at the local Ford dealership. My husband and I had a little time and the Lexus dealership was right down the road so we decided to go in and "just look". What amazing service and warmth the dealership gave us. Gourmet coffee, homemade cookies. You felt like they cared about you as a person. So we casually looked around and then left for our appointment with the Ford dealer.
We arrive and are seated in a cubicle while he goes to supposedly get the car keys. In the course of a few minutes we are interrupted several times by salesmen asking our guy questions about this deal and that deal. He finally excuses himself to get the car. We wait and wait and wait. It was loud and a totally different atmosphere. When he comes back he tells us that the car is not there and we need to go over to another dealer about 5 miles down the road to drive one or he can have it there in a few days.
Wait a minute, we made this appointment a week ago ?
My husband and I look at each other........we thought if this is how you are treated BEFORE you buy, what will the service be later. We immediately went back to the Lexus dealer and bought my first RX 300. I am on my second one in 6 years.
I have ALWAYS gotten Excellent Customer Service at Lexus. I have a consultant that I have worked with for all 6 years, Donna. Once the transmission blew at 99,000 miles, I got a brand new one with no labor charges at all.
You might be thinking "What does this have to do about Real Estate ? Simple I tell my Buyer Agents to go visit a Lexus Dealership and then go visit any other dealership in town. Experience the difference. How a person is treated and cared for at Lexus is how I want our clients on the Missy Caulk TEAM to be treated. I want them to feel cared for, pampered and become a client for life. I want the service we provide to be the best so that they will never consider buying or selling a house from anyone else.
The Pursuit of Excellence, does not mean, we are Perfect. I only know one Perfect Man and it is definately NOT me. I am not even close, but daily we try pursue it with all our heart. I have a great TEAM. They have all gone over and above for me with the crisis with my daughers car wreck.
I am very grateful for all the support and encouragement from all by Activerain Blogging Buddies. You have brought many smiles to my face and many to Allyssa's. The unexpected flowers from people I have never met has been amazing.
Treating our customers and clients with excellence is a goal that we set. After the closing we send out a client survey. We ask them to rate us on 1) call backs 2) marketing 3) What was your most enjoyable part of the experience 4) What can we do to improve? By sending them the survey with a stamped pre-paid envelope we get the majority back. Our strive for Excellence is getting all 4's. If we don't we evaluate and try to figure out what we could have done better.
How do you pamper or treat your clients ? Are you striving for Excellence in your business ? Are you learning from the difficult experiences ? Adjusting and making changes ?
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