A few of you know that I have had a busy two weeks! Write a post -- who has time when you are decorating! I have a new found appreciation for those that professionally stage homes! I had the honor of decorating and staging a house for my son's father who will be renting this home as a vacation rental. So in many instances I had to stage it for use.
Craig Schiller who was kind enough to answer a bunch of my questions and gave me encouragement. I had it easy, I could put some personality into the rooms, something that if we were attempting to sell the property I would have had to shy away from. The house is just about done, and I am working to do the finishing touches. There are things that have been ordered and will be phased into the home over the coming weeks. The first renters check in on February 14th.
This home was just completed the day that I started to decorate. They had two homes of furniture and odds and ends that they wanted to use as much as they could --trust me a lot of it got used! There are 6 bedrooms, 4.5 baths, Formal Living/Dining Rooms, Family Room, Game Room, Media Room and Den. The main goal was to furnish and decorate this home to outshine anything else on the very competitive vacation rental market here on Marco Island. I know I did a great job -- that is another post that will follow in the coming days full of the photos of this spectacular home.
Ok, what does all of this have to do with Customer Service and Hardware Stores? In the process I would need an odd item or two, so I was spending a lot of time running to Lowe's and Home Depot. I have been trained that is where you go--well not anymore. I happened into the local Ace Hardware for something quick that was needed before heading into Naples and I walked out a dedicated customer. Yesterday I was greeted at the door by one of the guys that has helped me the last few days with a bag of popcorn and he said "Hi Colleen, what challenge do you have for me today?" He personally greeted me (I didn't know him before this adventure started) and he knew I was hungry (or was it that I would make a beeline for the popcorn machine each time I entered?) I handed over my list, he said go and get this in Isle 3 and I will meet you over in Isle 17 for one of the other items. When I got to Isle 17, he had 6 of the 9 items that I needed, I had 7 & 8. I was in the store less than 10 minutes, got lunch (Type E Personalities will relate) and had a good laugh at my helpers silly joke of the day.
Now they didn't always have what I needed and I still ended up going to those big stores, and last night I was almost in tears because I couldn't find what I needed, there was no helpful person to be found and the store was closing! This after obtaining a mailbox, but had to go 7 isles before I could find someone to get the matching post from the top shelf--a 20 minute adventure! Forget getting a personal greeting, fresh popped popcorn or silly joke!!! I went to the front desk and they looked at me and said "The store will open at 6am, you can come back". This person obviously did not care that I would have to go home to a completely irrational person that I did not come back with the part he needed... For those wondering -- Thank God for 24 hour Walmart -- I actually found what I was looking for, crisis averted! Ace hardware opened up one day when I came up as they were closing desperate for a part for a project. More times than not, the staff would go and get me the items and I would get the few moments of rest that I desperately needed. I always left on an upbeat, feeling that this monumental task ahead of me can be done.
As a Realtor, these experiences made a huge impact on me. It is important to keep the buyer or seller in the loop, that it doesn't matter so much that we fail to deliver what is wanted, but that we give our best and make the experience as pleasant as possible. Personal service and respect win over cheap. On a couple of occasions I knew it was cheaper at the big stores, but it was the fact that the staff at Ace knew me, what I was trying to accomplish in two very short weeks and they showed me the littlest bit of kindness when I needed it the most. I felt good about coming to them. I felt that I mattered.
Realtors need to remember that and treat our customers like I was treated at Ace Hardware. They are not the biggest, the best or even that well known. They don't care about any of that, they only care about the person coming through the door and solving their problem and making sure that everyone leaves with a smile on their face.
So the next time you have a hardware need, try Ace Hardware, if you need Real Estate assistance it is important to remember to find an agent that works with you not against you. One that takes the time to listen to your needs and anticipate your fears. Much like the folks at Ace who could see I was completely frazzled and would do something so small yet meaningful for me.
PS... If you decide you need a vacation rental here on Marco Island, please call Paul Demos -- the owner of this house, you have no idea how absolutely over the top he is with customer service and his homes are full of the details that make a vacation special. His website is www.marcomagic.com and he really makes sure his clients have the best of everything. Trust me, I know -- I just fully outfitted Royalty! Oh and if you do rent from him, make sure you let him know I sent you his direction...
This information is provided by Colleen Kulikowski, Realtor. Colleen writes about the Florida lifestyle on several locations for the Orlando Avenue Top Team.
Celebration Florida Homes BLOG Paradise Report Website Marco Island Homes BLOG
(407) 288-0017
mailto:colleen@paradisereport.com
Must have been ESP, lol
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