I just recently had lunch with a a friend whom I've referred numerous times to my potential buyers for mortgage services. I keep referring him because of his great care for my Buyers. We had just completed a discussion on customer service when an employee for the restaurant walked up and asked if we enjoyed our meal. We both confirmed our pleasure and then he said" Is there anything I can get for you" I thought how great and decided to get him to bring us out a Peach Cobbler. "Oh, I can't do that!" thinking I wanted it free. I began to pull out my wallet, but he still refused to help and walked away. That employee missed a huge opportunity to make a customer for life for his boss.
How often do we make statements in our profession about customer service, but shrink away when performing becomes difficult. How many large franchises center expensive marketing pieces around customer service, yet when you call their office you can't get a human voice.
If Realtors learn, as I have and teach all my agents, it is easier to keep a good customer than find a new one, then giving great customer service becomes second nature. Customers that are well satisfied with your service will return for your service time and time again, and will let all their friends know about you.
So watch what you promise and produce more than is expected of you!
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