ALWAYS EXCEED EXPECTATIONS
I can never say how much I learn from Grant Schneider blogs and this is another great one.
People do not buy your company. They buy you. You need to know what you do that keeps them continually buying you? If you are a broker or a team leader any missteps by your team are seen as missteps by you.
What is the best way to have a steady stream of these loyal customers? Under promise and over deliver. Nothing is more important to a business than a loyal customer. Loyal customers are a leading indicator for the growth and success of your business followed by an engaged staff.
Customers generally have a level of expectation when they engage your services. It is important to start by managing those expectations. Do that by being truthful about your procedures, deadlines, and outcomes. Failure to meet expectations of your customers will result in a lost customer. Doing exactly what you say will satisfy your customer but little more. They got what they expected but no more. They are a satisfied customer. This is like getting a C “average” grade.
Kick it up a notch. Do more than expected. When you have exceeded expectations, you have created more than a satisfied customer. You have created a raving fan. This will create more customers in the future because a raving fan will return and tell others. Loyal customers are raving fans who will help you grow your business.
Here are some things to remember when serving your customers.
Answer your phone promptly. If you are with another client, then return the call when you are finished with your face-to-face client. Why is this important? How good do you feel when you call and get a live voice instead of going through an endless cue of phone mail prompts?
Keep your clients informed. Let your clients know each step you are taking. Keep them up to date on the good and the bad. The worst thing you can do is ignore them when you must deliver bad news. They may not be happy, but you have a chance to keep them in the loop with as much information as you can. At least you remove suspense for them.
Know your business. Stay current with your industry and participate in continuing education. Maintain a commitment to excellence. That commitment requires that you be well-educated in the industry, the market, and the changes.
Don’t forget the points of connection. You can cement the bond or lose a customer based on how you handle each one. During a long transaction such as in real estate there are many points where your client must interact with you. These include attorneys, mortgage companies, inspectors, and so on. If you are helping them in each step, or at least being there to provide support, your customer will value you service and consider you a trusted advisor.
Are you and your team under-promising and over-delivering? If not start now. For a similar post on our website see OVER DELIVER TO YOUR CUSTOMERS.
Let us show you how to have engaged employees who over deliver.
or call 914-953-4458.
Grant Schneider,
CBC, SPHR, SHRM-SCP**Certified Business Coach,
Senior Professional in Human ResourcesPresident, Founder
& Leadership Coach
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