customer service: San Diego Sales Agents Can't Offer What They Do Not Possess
- 02/24/24 04:47 PM
You Can't Offer What You Do Not Possess
It's about serving not selling.Red Carpet Service
You can't offer full service, if you're a discount broker: it doesn't pencil out. You can't offer true experience if you're in this industry less than 10 years ( because anyone in 2024 with less than 10 years experience was never a real estate agent in a market like today's market). It doesn't mean you can't be a good agent, it just means there are those of us that have been here before, and you have not. You can't offer creative solutions if you've never had to … (14 comments)
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customer service: Work With a REALTOR® That Becomes Your Family Doctor and Hair Stylist
- 02/24/24 04:13 PM
Work With a REALTOR® That Becomes
Your Family Doctor and Hair Stylist
Why it's Important to Work with a REALTOR®
That Knows You , Your Needs and Your Wants!
Allow me to share a heartwarming tale of lasting connections and exceptional service. Meet the Banners, dear readers, cherished clients of our dedicated REALTOR®, Thomas J. Nelson for over a decade, spanning three remarkable transactions. Now, what sets this story apart is not just the business dealings, but the profound bond forged through genuine care and understanding.
You see, our REALTOR® (Thomas) didn't merely see the Banners as clients; they saw them as individuals with … (3 comments)
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customer service: 🐾 Whiskey's Wisdom: The Tree Of Low Hanging Fruit
- 02/07/24 06:28 AM
"People don't care how much you know
until they know how much you care."
Author and Founder/Chairman of BNI-Business Network Int'l, Ivan Misner
Ailina, Dr. Ivan Misner & Myself circa 2007
Your action for today is to do something special
and unexpected for one of your clients or friends that shows them how much you care. This doesn't have to cost money, be creative!
Design An Extraordinary Day!
👉 Get After It / Take Action Archives 👈
We work 100% By Referral!
Our experienced team is coached by the #1 business
coaching company in North America:
Buffini & Company for over 20 years!
We Provide Excellent Service and:
Active Duty Military Discounts
Veteran Rebates
School Teacher Rebates
First Responder … (5 comments)
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customer service: Are You Focused On What You're Getting or What You're Giving?
- 10/28/23 07:59 AM
Let's finish out 2023 strong. If you as a COO are slow, make sure you as your CEO are busy! It's time to make it rain!
But first ask yourself, are you focused on what you're getting or what your giving? Because this advice is for givers, not takers. It's the Law Of The Harvest and we are going to plant seeds and tend to them long before they are able to give back at harvest time.
As REALTORS® heading into the last two month of Q4
it's a perfect time to be a giver to your sold and active clients alike, which strengthens … (11 comments)
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customer service: The January 2023 AR Challenge to Succeed in Marketing
- 01/19/23 06:29 AM
The Thomas J. Nelson Playbook for Marketing
Schedule It & Calendar It!: You do not have a marketing Plan if it's not written down and integrated into your weekly calendar.
Calls: The number of calls you make are determined by your income goal which begets your transaction goal which begets your activity goals. I have to make 6 calls (that create conversations not message) per day to accomplish my goals Notes: Write good old fashioned personal notes (aka Thank You Notes) after every referral received, opportunity given and special moment experienced. Bless their day with your words in ink! Pop-by's: "I … (27 comments)
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customer service: Simple, Stupid and Easy
- 08/10/22 07:01 AM
I reached out to Brian L. Sirota, Esq. yesterday with a situation and a potential referral. By the way, the title of this post has nothing to do with Brian, it refers to the moral to the story - Brian was awesome and I wanted Active Rain to know it.
I shared the following with Brian; he and the results inspired this post:
Back Story:
Actual Kitchen
I have first-time-buyers that recently purchased a home, allowed a seller rent back as part of the deal, and took possession July 4, 2022. They didn't start "using" the house right away due to renovations. … (31 comments)
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customer service: Keep Your Fork Honey, There's Pie!
- 07/17/22 12:23 PM
The Active Rain October Challenge:
Keep Your Fork Honey, There's Pie!
I was at having lunch in a little café on the Sonka's Apple Ranch (now known as Cover's Apple Ranch) just Northeast of the Jamestown/Sonora areas of the California Gold Country over 25 years ago, enjoying their famous chicken pot pies made fresh daily. As I finished my meal on that cold, snowy December Saturday, the waitress came by to clear the table and pointed at my fork on the plate and with a wink said "Keep your fork honey, there's pie."
Now I hadn't ordered any pie, but given they were a … (36 comments)
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customer service: Get After It: Building Loyalty Brick By Brick
- 01/18/22 07:38 AM
Today's quote comes to us courtesy of Ailina K. Nelson, my lovely bride:
"Train people well enough so they can leave,
Treat them well enough so they don't want to."
~ Richard Branson founder of Virgin Records, Virgin America, Virgin Hotels, etc.
Your action for today:
Reflect on who supports you
and your business:
Team, staff, clients and family.
Make them feel extra special today (an often).
Richard Branson's method is treat the employees first, customers second.
Happy, well cared for employees create happy, well cared for customers.
👇
Design An Extraordinary Day!
💡 OOPS! If you missed a previous “Get After It" post
(formerly the Take Action Series) click here 👇
👉 Get After It / … (8 comments)
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customer service: Take Action: Face It
- 03/09/21 07:05 AM
"Not everything that is faced can be changed,
but nothing can be changed until it is faced."
~ James Baldwin
Your action for today
is to see if there is something
that you're avoiding facing --
like a crucial conversation
with a family member,
co-worker or employee,
and if so have the conversation.
Design an Extraordinary Day!
💡 OOPS! If you missed a previous “Take Action”👇
👉 Take Action Archives👈
We work 100% By Referral!
Our experienced team is coached by the #1 business
coaching company in North America:
Buffini … (7 comments)
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customer service: Take Action: Become Valuable
- 08/06/20 07:06 AM
"Try not to become a man *(person) of success
but rather try to become a man *(person) of value."
~ Albert Einstein
*modified for my 2020 audience 😉
Your action for today
is to contact one of your clients or customers
regarding something unrelated
to your product or service
that would add value to their lives.
This has been the single most effective
"secret to my success".
Less than 20% of your competition stays in touch!
Staying in touch between transactions,
remaining a helpful resource and being a voice of value.
In many cases, becomming friends or
at least friendly-familiar
in the process with my SOLD clients.
This is where … (11 comments)
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customer service: Take Action: Just A Little Bit More
- 07/11/20 03:38 PM
"Four short words sum up what has lifted
most successful individuals above the crowd
--'a little bit more.'
They did all that was expected of them and a little bit more."
Writer, A. Lou Vickery
Your action for today is to do one proactive action
that exceeds someones expectations.
My coaches at Buffini & Company have always told me,
"you did it before, you can do it again, but give me
5% more than last time, just 5%"
So whether its more effort, more time, more energy
of the unexpected extras for your spouse,
kids, family or clients...exceeding what is expected
is what is memorable to them. The Wow! factor.
When Virgin America was still around, they taught … (7 comments)
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customer service: Secrets Of Realty Lie Within Questions of Three
- 06/23/20 10:14 PM
Do you know what 3 questions prospective sellers care about the MOST?
Question #1: How much is my home worth?
Question #2: How fast can you sell it for top dollar?
Question #3: What will you do to sell my home better than the other agents I’m considering?
Do you know what 3 questions prospective buyers care about the MOST?
Question #1: Will I find a home I love and can afford?
Question #2: Can I trust you to navigate me through this process?
Question #3: Will be patient with me and protect me?
Do you know what 3 questions all prospective and repeat clients care about the MOST?
Question #1: Do you care more about me … (4 comments)
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customer service: Do Some Dating Before You Propose Marriage!
- 09/30/17 12:27 AM
Value Proposition Part 3 of 4
(A September Active Rain Challenge)
From Value Proposition Part 3 of 4
Key Point #1: The Q&A and The Orientation from:
Brain Surgery: Do You Hire The Cheap Surgeon or The Skilled Surgeon?
A valuable component of my Unique Selling Proposition is the Buyer or Seller Orientation Meetings I setup with new clients or returing clients to simply ask them questions and LISTEN to their answers.
By the way, it's important with couples, to have them answer these questions separately and discuss the results. Having a written questionnaire they fill out in separate conference rooms e.g. produces some important and revealing contrast in values that need … (4 comments)
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customer service: Open Letter To The Student: Keeping it Friendly, Keeping it Real...
- 07/08/17 09:52 PM
"Welcome to Real Estate, Welcome to ActiveRain".
Keeping it Friendly, Keeping it Real...
That was how I greeted our "spectator-commentator" and new arrival to ActiveRain. Then my typical 2-4 sentence comment on his third blog post turned into a blog of my own, (Ever have that happen)?
A student, not yet licensed was lamenting on how it was a shame that we need to be told to provide "good customer service" via the Agency Agreement Disclosure that lays out our Fiduciary Duty. I agreed with his point in spirit, that it is a shame some need this as an actual governor and we all need to sign … (31 comments)
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customer service: Long After The Close Of Escrow, I'm Still Here To Help!
- 02/23/17 08:23 PM
Discount and transactional brokers/agents will never be there for you 1 year after your sale.
But I Will! 100% By Referral and relational and...
I sold a condo to some NorCal folks for their UCSD student daughter to use as a dorm and for their family to enjoy as a summer home Summer 2016. This is a very common client type for me.
Parents of UCSD, USD & SDSU students buy a lot of property here!
I get a call today, "Thomas, it's Scott." (panicked voice)
"Scott what's wrong?"
"We shut off the electrical to do some work on the place with Norm, the contractor you referred us..."
(discount … (8 comments)
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customer service: Satisfactory Service? or Wow!
- 02/04/17 02:48 AM
You can sell houses can create a home buying experience; you can create Wow!
That's not just a cute phrase, it's a belief, a mission and a purpose. It's an attitude actually something I learned from my bride's boss, Sir Richard Branson. My bride Ailina works for Virgin America and their whole mission and purpose is to "Wow!" you their guest. You are not a customer, you are a guest at Virgin. Simple mindset, big impact, residual results!
Any airline can board you in San Francisco, CA and land you in Boston, MA, but very few can make you fall in love with their service and culture. … (4 comments)
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customer service: It SUCKS To Be a Top Producer... (2 of 2)
- 11/13/16 07:36 AM
Yes,
It SUCKS To Be a Top Producer in a Commoditized World!
(part 1: It SUCKS To Be a Top Producer (1))
For your USP, (Unique Selling Proposition), the answer is not an adjective:
“I’m personable”, “I make friends out of clients”, “I’m full-service”, "I’m #1 in ____” or “I close 300- deals per year.” "blah, blah, blah". The answer is not your resume' or these features. Because everyone can say: “I’m full service”, “I’m experienced”, “I’m #1 in something”, “I’m friendly”, “I’m blah, blah, blah!”. More importantly, these have nothing to do with the consumers' concerns. The consumer as a priority, … (2 comments)
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customer service: The Three Questions Your Clients Want To Know...
- 04/08/16 12:25 PM
The Three Questions Your Clients
Want To Know...Your Answers To Are:
Can I trust you?
Are you good at what you do?
Do you care about me?
~From Coach Lou Holtz
I heard this from football coach, Lou Holtz in an interview from stage with Brian Buffini at a Master Mind Summit many years ago. I've never forgotten it.
If this is what's on their mind, this is what we need to communicate in our marketing, performance and results. Putting the client's need, before our needs, while on the clock.
Trust (character) is something I conquer with testimonials & online reviews and my referral business. My clients refer me … (5 comments)
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customer service: Work We Do,They Never See, But We Need To Promote (Our Value)!
- 02/27/16 01:47 AM
The Work We Do That They Never See, But We Need To Promote! (Our Value)
My Journal of just one Escrow, but many could be written about like this one, as Realtors, we do so much for our clients, much of which is unseen and taken for granted; because we're that good. They don't realize many agents do not do what we do and we're too professional or humble typically to call attention to what comes naturally for our level of service.
Jan 29, 2016 - Yelp.com Lead arrives.
Call lead, ask lots of questions.
NorCal Parents needing to buy a condo for their daughter’s … (4 comments)
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You Can't Offer What You Do Not Possess
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