You don't have to do anything if you don't want to. With that said, the business world is based on interactive communications with purpose. The higher more expensive items of trade & services versus the lower run of the mill everyday wants and needs gives us a good contrast to explore customer service procedures. Another exception is the golden rule. He has the gold rules and may approach this as it befits them
GET WHAT YOU PAY FOR
When I have a product for sale, we are talking hundreds of thousands of dollars worth of transaction, peoples lives and a nice payday for the agents involved. This to me should bring out the best possible and available services in regards to the lead players that can be.
HOW DO YOU SURVIVE?
I always wonder about people who don't communicate very well or in the traditional sense for whatever reason. How do you stay afloat? Here's another way of putting it. As a listing agent, as part of my presentation to provide superior services over my competition, do I say the following when in my "in closing" mode....
"So you get all this and more but there is one thing. I do not answer the phone unless I want to or it is convenient. If you call me, I will get back to you whenever I can. I am busy and I am sure, you understand" . So how about it? Let's do business! (?)
THE SKINNY
Is this part of your pitch? Your business plan? A closing statement? Some people never bring this up and whatever happens happens but here is the real skinny on that. I have heard from other clients and principals at how unhappy they are with their agents and services.
WHERE IS EVERYBODY?
Communication is the number one complaint. In courts of law, communication is the focus of all subject matter as to what was said and what wasn't. It is paramount to all engagement, interaction and mandatory when pursuing results of any kind. Do I really have to state this? We all know this don't we?
MIXED PROFESSIONAL MESSAGE
A full time professional Real Estate agent who doesn't communicate well is a paradox. How long will that person be successful? Even if they themselves do not man the front lines, hiring someone to do so is reception 101 practice. Receptionists was and in some offices still are a career job and a requirement
Receptionist defined: a person employed in a office or situation to answer the telephone, deal with clients, meet and greet and process or expedite inquires beneficial to the business at hand
HELLO said followed by HELLO answered
I am not suggesting that voice mail be eliminated or not used. NO. What I am saying is that response as soon as possible from the lead player to the customer is part of the compensation & payment charged for services. Returning a call promptly & consistently sends a good message as does answering right away
KISS OF BUSINESS DEATH
There are customer service minimums and then exceeding expectations with everything in between. In the sales, retail and the goods & services world, being kept waiting is a NO-NO. Lines at registers, no help on the sales floor, busy signals, not to mention perception playing havoc with it all is all reverse business. Keep this up and you will go down
EXCUSES 101 ?
No one wants to hear why something doesn't work even if it is explained with the highest considerations and courtesy known. It helps soften the disappointment blow but doesn't deliver in the end. Results don't lie and lack of results don't lie either. Yes or no, can do or cannot do, are the basics in the business world
EXPECTATIONS & DELIVERY
It is interesting to note that 911 does answer the phone 24/7. Firemen are on 24 watch as are police services. The point is that some trades and services must be available in order to work properly for the sake of all. If my attorney, doctor or agent is not available when I need them, who needs them then?
RELAX IF YOU DON'T AGREE
Don't bother to argue the contrasting point. It is of no matter. Here is why. Each one of us in business will do what they please, set up their own standards and services and so be it. I offer the 777 plan and people seem to like it. I like it. The niche and the formula for doing business is unique to each one of us
777
7 days a week from 7 a.m. to 7 p.m. you get yours truly. If I am on the phone or with a client when more than one person is wanting services, I get back to them right away. My message is clear. I do business this way and it is included in my services. Whats not to like? Who would argue otherwise?
Note: you can have a 555, 666 or 673 or 793. There are many combos. Pick one, brand it & go!
STAY YOUR WAY
I have said this many times and it bears repeating. For all those that come and go on the availability subject, who lack consistency, who explain or excuse away a poor response or none at all, THANK YOU because it only makes what I do worth more without any additional effort on my part.
I WANT YOU
I cannot tell you how many people comment positively and with exuberance and relief that they got a hold of a live person, right away who can hit the ground running (me). Pay is not even discussed as the charge for services is dwarfed by the customer servicing and response. They are just glad to be wanted
OH NO turned into OH YES
BEARS REPEATING: Do not answer your phone consistently or at all. Use voice mail as much as possible. Do not return calls promptly either. Practice the lower customer service approaches and please be bothered when pressed for services. I cant thank you enough when you do this.
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