What is your brand telling the world?

By
Real Estate Broker/Owner with Cornerstone Business Group Inc 0225086119
http://actvra.in/4Y5Q

What is your brand telling the world?

What is your brand telling the world? This morning, I was fueling my car at a big box wholesale club when I overheard a discussion on an employee radio that made me smile. It appears that a major US brand provides a product to this wholesale club that sells quickly. That requires the provider to service the account on a multi-day basis each week. That's great for them. This wholesale club does an incredible amount of business.

The discussion went something like this. "Does xxxxxx deliver on Sundays or is it Monday?" "It's supposed to be this morning." "OK, I'll give them a few more minutes." "If they aren't here in 20 minutes, pull their products off the shelf. If they can't keep it stocked, we'll use someone else."

Wow! That may seem harsh, but it is a business decision based upon dependability, What is your brand telling the world?trust, effectiveness and efficiency. If the company can't keep their products on the shelf, the wholesale club can't sell them. If buyers can't buy them there, they will go somewhere else to buy them, and then, they may go ahead and buy their other needs somewhere else as well.

A company who can meet the demand of its customers, and even exceed them, will be known in the community for that characteristic. The same is true for a company that cannot meet their customer's needs. My wife and I no longer visit a local restaurant because the service is so incredibly slow that no amount of great food can make up for it. I don't always have two hours to go out to dinner. In this case, their food is just average which makes it even more annoying. Two visits took them off of our list permanently.

What is your brand telling the world?

You can make sure your brand is telling the world you're the best choice for their business. Here are a few suggestions that might spur that along:

  • Answer the phone and answer it quickly.
  • Return calls, emails and texts.
  • Always be polite - even with those who are rude.
  • Be proactive. Anticipate a client's needs and try to meet them before he even knows he has them.
  • Follow through.
  • Meet every deadline.
  • Don't leave people waiting on you.
  • Shock your clients with your efficiency. Trust me, they don't see that a lot these days.
  • Keep your clients in the loop. 
  • Explain everything all the time. Make sure your clients always understand what is going on.
  • Don't boast about yourself. Let your skills show who you are and what you can do. 
  • Make the best of every opportunity.
  • Take responsiblity for mistakes and apologize quickly. Always make it right. 
  • Treat every client like she/he is the only one. 
  • Choose to be honest.
  • Jettison things that don't work quickly. Don't waste money on failed marketing, staff or systems. 
  • Always be dependable.

Being good in business is a conscious effort that works itself out everyday in the real world. Just because you've succeeded at something in the past is no guarantee you will succeed in the future. It's a daily effort with every client at all levels.

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Re-Blogged 2 times:

Re-Blogged By Re-Blogged At
  1. Ginger Harper 12/12/2016 08:18 AM
  2. Cristina Salcedo 12/12/2016 07:18 PM
Topic:
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Groups:
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Tags:
customer service
brand success

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Ambassador
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Bill & Cyndi Daves
Hiawassee, Young Harris, Blairsville, Hayesville, Murphy and Beyond! - Hiawassee, GA
TeamDAVES - Your REALTORS In the GA/NC Mountains!

Mike - Great points and so very spot on.  Like Kathy said, people are walking billboards - for you OR against you.  Sometimes you have to take one on the chin in order to make sure that the "billboard" continues to be positive!

Cyndi

Dec 12, 2016 06:04 PM #15
Rainmaker
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Shirley Coomer
Keller Williams Realty Sonoran Living - Phoenix, AZ
Realtor, Keller Williams Realty, Phoenix Az

So simple but so spot on!  Thank-you for sharing.

Dec 12, 2016 06:08 PM #16
Rainmaker
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Lou Ludwig
Ludwig & Associates - Boca Raton, FL
Designations Earned CRB, CRS, CIPS, GRI, SRES, TRC

Mike

Your post is a road to a successful business.

Good luck and success.

Lou Ludwig

Dec 12, 2016 07:11 PM #17
Rainmaker
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Lou Ludwig
Ludwig & Associates - Boca Raton, FL
Designations Earned CRB, CRS, CIPS, GRI, SRES, TRC

Mike

Congratulations on being awarded a feature for your post.

Good luck and success.

Lou Ludwig

Dec 12, 2016 07:22 PM #18
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John DL Arendsen
CREST BACKYARD HOMES, ON THE LEVEL GENERAL & FACTORY BUILT HOME CONTRACTOR, TAG REAL ESTATE SALES & INVESTMENTS - Leucadia, CA
Crest Backyard Homes designer & builder of ADU's

Great to revisit and reflect on good ole commonsensical advice from time to time. Very nicely articulated.

Dec 12, 2016 07:51 PM #19
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Debe Maxwell, CRS
www.AtHomesCharlotte.com | The Maxwell House Group | RE/MAX Executive | (704) 491-3310 - Charlotte, NC
Charlotte Homes for Sale - Charlotte Neighborhoods

Excellent post, Mike Cooper and I totally agree with your points - you ARE your brand and you set the tone for what the world thinks of your brand!

Dec 12, 2016 08:09 PM #20
Rainmaker
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Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Hi Mike - following all of those values will assure that you will exceed expectations and have loyal customers.

Dec 12, 2016 08:18 PM #21
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Jeff Dowler
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude - Carlsbad

Hi Mike

I really like how you segued that radio discussion into a pretty sharp post about branding and things we can and should do to tell the world why we are the best choice. That's a great list - bookmarked.

Jeff

Dec 12, 2016 08:30 PM #22
Ambassador
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Debb Janes EcoBroker and Bernie Stea JD
ViewHomes of Clark County - Nature As Neighbors - Camas, WA
REALTORS® in Clark County, WA

I agree with the rest of the commenters, this post is spot on Mike.  Glad to see it featured and hope lots of newer agents get a chance to read this - and experienced agents who have forgotten the basics of great customer service. 

Dec 13, 2016 05:38 AM #23
Rainer
15,005
Carol vonRabenstein
Deltona Realty - Saint Augustine, FL

I really enjoyed your post - thanks for the reminder that someone is always watching and that if we are doing our job those watching will take note.

Dec 13, 2016 05:41 AM #24
Rainmaker
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Kathleen Daniels
KD Realty - 408.972.1822 - San Jose, CA
San Jose Homes for Sale - Probate Broker

Mike, most of the time these days I end up scratching my head when it comes to customer service and support.  It is lacking on so many levels.  Doing the basic things, like you mention, can make us look like rock stars in comparison.

Dec 13, 2016 07:12 AM #25
Rainer
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Karen Gray Plaisted
Design Solutions KGP~ Home Staging and Interior Decor - Warwick, NY
Staging Spaces, Renewing Places, NY

This especially applies to the Real Estate industry; Agent to client, Agent to Services, Agents to Agents, but also any trade. The way you conduct your business speak volumes.

Great points made!

Dec 13, 2016 08:17 AM #26
Rainer
4,968
Sumer Brandon
The Brandon Group - Bentonville, AR
Residential and Commercial Real Estate Services

Well said!

Dec 13, 2016 10:03 AM #27
Rainmaker
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Marte Cliff
Marte Cliff Copywriting - Priest River, ID
your real estate writer

You've outlined a success plan for any business that deals with the public.

You also reminded me of my son - the impatient shopper. While searching for someone to help him find a product one day he glanced into the back room, where 3 or 4 employees were standing around chatting. He wheeled his half-filled cart to the front and told the customer service person why he was going somewhere else to make his purchases...

Dec 13, 2016 10:25 AM #28
Rainer
156,395
Laura Moore
Coldwell Banker - Granite Bay, CA
Competent ~ Caring ~ Committed

Super advice! I am printing your post and posting it in my office!

Dec 13, 2016 12:19 PM #29
Rainmaker
405,714
Mary Hutchison, SRES, ABR
Better Homes and Gardens Real Estate-Kansas City Homes - Kansas City, MO
Specializing in Brookside, Waldo, Prairie Village

EVery interaction is important, esp when pp know you are in the real estate business. Good tips, thanks!  Althought I think the big box wholesaler should not be quite so quick to judge.

Dec 13, 2016 04:14 PM #30
Rainmaker
123,685
Mary Jo Quay
Remax Advisors - Minneapolis, MN

Good post, great practices.  Brokers should hold us to a standard of service.

Dec 14, 2016 04:29 AM #31
Rainer
56,727
Anne Corbin
Fritz Realty LLC - Spotsylvania, VA
Serving Lake Anna & Central Virginia

I agree. Communication is one of the most important parts of our job.

 

Dec 15, 2016 05:37 PM #32
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Joe Pryor
The Virtual Real Estate Team - Oklahoma City, OK
REALTOR® - Oklahoma Investment Properties

Branding is everything we do and because the experience varies wildly in real estate it is something you should do for yourself.

Dec 16, 2016 08:31 AM #33
Ambassador
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Robert Vegas Bob Swetz
Realty ONE Group - Las Vegas, NV
Las Vegas Henderson Homes for Sale

Great post Mike and featured to the group:

Addicted to Active Rain

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Dec 17, 2016 06:52 PM #34
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Mike Cooper

Your Winchester, VA Real Estate Sales Pro
Winchester has a place for you! Call me.
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