See this computer here on the left?
That's my little piece of hardware...my laptop! It's where I do my research, write articles, check emails, take notes, write loan applications, etc.
Truth be told I'm probably not functional without it! I mean sure I have another laptop that serves as my back-up but it's not the same thing.
For example, when your car breaks down, your inconvenienced. And as much as the car rental might be clean and smell new, it's just not the same as having your own car to drive around in. Or is it?
Well let me tell you a little story in customer service and treating the client right!
Background:
Yesterday, my laptop shut down on me. And I thought to myself,
"oh xxxx"
I didn't know what had happened! I plugged my charger in and turned it back on. I let it charge for a couple of minutes and then unplugged the charger to find the battery nearly full. But then again my computer shut down on me.
At this point I lifted the computer to inspect it a little closer and guess what I found?
My battery had inflated!
Yup...I have a fat battery. My guess is that I've overworked the darn thing from constant charging. I'm on the computer 24/7 at times and it's not always in the coolest of environments. I've had the same thing happen to my cell phone recently and it was explained to me that this is what happens when you over-charge a phone too long.
My next thought was,
"Jee great...what do I do now?"
I logged on to the web...inserted my mac serial number...requested a replacement battery...gave them my mailing address and in less than (5) five minutes...voila! I have a new battery being mailed to me! All I have to do is return my current battery in the package that will be mailed to me, which by the way includes pre-paid postage.
Now before I continue you have to pause and reflect for a moment on the profoundness of all of this! You see, being without a computer can cause severe trauma (and I know all you Real Estate Agents know what I'm talking about). I needed a replacement and not once did I have to call customer service...not once did I get transferred to a technician...not once was my call dropped or was I asked to leave a message for a return call.
Instead I got a rather simple answer and solution to my problem; it literally took less than (5) five minutes! Do you think I'm going to brag about Macs and how great they are now? You bet your @$& I am!!!
My Point:
Apple owns about a 5% market share, it has grown in almost .75 - 1% increments over the last several years. Their continued growth is due in large part to the fact that they take care of their customer. They have a great product and they push it out on the market with relative ease.
How? No one ever complains about their product. And when there's a
problem, they have a solution right away! No problems, no hassles, no delays. My example is a case in point!
Think about it, if I had a PC I'd have to call customer service...then I'd be transferred to Jr. Tech Support...only to be transferred to Sr. Tech Support...only to be transferred back to customer service which would instruct me to mail in my computer.
Now if Apple owns a 5% market share and Microsoft owns 95% market share, can Microsoft afford to treat people with a little less quality in service? Of course. Can Apple afford to? Absolutely not! Not if they intend to increase their market share.
Lesson to Be Learned:
We (Real Estate Agents & Loan Originators) work in an overcrowded market! Like Apple we're trying to gain a larger market share. Like Apple, we should know that the way to do so it to treat people right. Provide a unique experience...give your clients the Ritz Carlton experience.
- When someone calls, answer your phone
- If it goes to voicemail, respond to your voicemails A.S.A.P. (AS SOON AS POSSIBLE)!!!
- If someone needs an answer right then and there and you can't get back to them NOW...at least revert them to your website or blog so they can access the information they need. That is after all what having a blog is useful for, to have information available 24/7
- If a client can't meet you at the office, meet them at their home or some other area local to them; I've made a habit out of meeting clients at a local Starbucks in Glendale
- If a client asks you a question to which you don't have an answer, say, "that's a great question. Let me look into that for you and get back to you shortly." Don't lie, tell the truth. They can tell when you're lying. And if you do, there goes the relationship!
- If a question is more appropriate to merit a Realtors® response and visa-versa, contact your partner and ask their insights
- If you have a Listing, schedule a weekly follow up call even if you don't have an update
- If you have a loan in processing, send out a daily "Status Update" email or a follow up call. You think you're bothering them? Believe me, you're not. They'd rather know that this transaction is getting done than not
Anything a client NEEDS, make it easy for them to get!
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