A Secret To Great Customer Service

Despite many agents telling me they are not salespeople I will beg to differ with them all day on that point, but they are right that they are ALSO customer service people. With that function in mind or wearing that hat there is

   A Secret To Great Customer Service

While truly no SECRETS with business, just understanding what works the theme here is consistency with your clients. And how does one achieve that consistency? What is a secret?

            CHECKLISTS.

Whether you get them from your office or Broker or slowly build the list with your own experience checklists give an order to your work and help you get things done on time

You want to underpromise and overdeliver. The for sale sign goes up on time along with the lockbox with a key that works. The information and photos are in the MLS database and can be viewed on your web site and other web sites. The "perception" that the client has is what is reality and how do they think you are doing? If you have checklists you are not MISSING ANYTHING. All the activities can be ordered into a checklist. You may have a marketing and listing checklist and also a different checklist when working with buyers, tenants or investors. When you get to the end of the process you easily can feel comfortable about asking for a referral because you have given stellar service.

The number of steps with buyers and sellers to get a deal done is incredible and it is tough keeping it all straight in your brain. Even as you grow and have assistants or other agents working for you, you can shortcut their learning curve by giving them your checklists.

Checklists make your more profitable as well as you won't FORGET something when you drive clear across town to meet with someone or get the house ready for sale.

Good customer service creates RAVING fans of you and your business and referrals. USE CHECKLISTS.