“Customer Service is No Longer Enough”
A few weeks back I wrote a blog posting on the value of customer service Customer Service - An Expectation, not an Option. My thought was that our job IS service, and what separates us from our competition, our peers, and in life. My thoughts had been inspired by an article on Forbes.com.
Since then, I happened across a fascinating article written by Enrique (Henry) Saldana who also happens to be in the real estate service, and his core business philosophies.
Consider this:
“Customer service is no longer enough.”
Henry outlined the current client that not only EXPECTS great customer service, but will pay for it.
In my mind, not so very different between the luxury home-buyer mindset. If the quality, craftsmanship, uniqueness, matchlessness is there, then price isn’t the end all…worth is.
What is your WORTH in terms with your client experiences?
Consider all of the touch points when a customer interacts with our brand. The interactions, questions, employee and team member experience, quality of vendor service, the social media touch….every step of the transaction matters when weighing the client experience.
To break it down further, as a real estate agent, are we selling and buying homes, or are we offering a top-quality culture for our clients. Are your transactions a Gold star experience?
In addition to evaluating your own expertise, what about those of your team. If you are in real estate, assess the members of your team of professionals. The finance officer, inspectors, insurance agents, escrow officer, etc. Every facet must contribute to the high standards you wish for your brand to convey.
If a challenge arises, are you listening to your client? Are you acting in the best way possible for the situation, on behalf of your client? A long-ago hotel stay comes to mind when I’d finally gotten an opportunity for a quick weekend away to just detox and unwind. My husband and I had checked in, and promptly were party to two happy families, a few doors apart along our same hall, having a frolicking vacation. A quick call to the service desk had them removing us to a recently renovated room, still in the “under construction” wing, that offered complete privacy and relaxation. AHHHH, problem solved, and I can tell you…we felt SPECIAL…we felt valued. As real estate agents, we can provide our clients with that same service when snafus arise! Listen, Act, Provide Value.
Exceeding our customers expectations results in top brand experiences. We can provide top-quality, satisfying transactions for our clients. Let’s rise above mediocrity and the common behaviors. Let’s offer an experience of excellence from step one to closing, to beyond.
The online word of mouth today is powerful. Yelp reviews, twitter, facebook….complaints are easy to post. How powerful if those same clients are raving fans? To have a successful brand, we want to be more than just enough. We want to be singular.
Referrals are just around the corner.
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