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EUREKA!!! What if All Realtors Provided Nordstrom-Level Customer Service? Share Ideas on ActiveRain!

By
Real Estate Agent with Helen Adams Realty 259636

I had a EUREKA moment yesterday when shopping at Norstrom at Southpark Mall in Charlotte, NC - I thought "What if ALL Realtors ProvidedNordstrom, Charlotte, NC Nordstrom-level customer service to ALL of their clients?"  Now THAT would quickly move us real estate agents up higher in customer approval ratings!

Although I always strive to provide the best customer service as a listing agent and a buyer agent, the Nordstrom model hardly has a peer, IMHO.  If you've ever shopped at Nordstrom, I would bet that you've experienced a "Nordstrom moment."  Here's what happened to me recently:

On Black Friday, my sister and I went shopping at Nordstrom.  We happily tried on clothes, enjoying each other's company as much as the shopping experience.  I finally found a pair of jeans that actually looked pretty good on this 52 year old body, and I bought them.  Well...they had lycra in them, and within 15 minutes of wearing them, they were saggy and uncomfortable.  I went back to Nordstrom yesterday, hoping to buy the same pair in a smaller size.  A sales lady not only brought the pair of jeans to me, she said "If these work better, I'll just exchange them for the ones you bought!"  What?    I asked if there were hidden cameras, because I had already washed the jeans about 4 times, TRYING to shrink them, PLUS they were ON MY BODY at the time (i.e., USED)  She said no problem, we want you to be happy.  And happy I was!  Sure, Nordstrom costs a little bit more, but for me, it's worth it to have such great customer service!

A few Christmases ago, my sister-in-law from Colorado gave me a watch for Christmas - YAY!  Only thing was, I wanted a watch to go running in - something plastic - like a Swatch Watch.  Sweet gal that she is, she gave me a leather Swatch.  She'd bought it at a CO department store that wasn't available where I live.  I took it to Nordstrom to see if they would exchange it for a cheaper plastic Swatch.  They didn't even carry the leather Swatch, but they took it anyway (NO RECEIPT), let me pick out a plastic one, AND....drum roll...they GAVE ME CHANGE BACK.  I was dumbfounded!  I probably have 6 more stories like this!

 

Customer ServiceSo....being a person who always enjoys finding parallels in life (see my blog on the parallels between fly fishing and selling real estate), I started thinking about the ramifications of providing Nordstrom-level customer service to all of my clients - where would this take my business?  I already do quite a bit (I've trimmed bushes and planted flowers at vacant listings, bought knickknacks and small furniture to stage listings, paid for home warranties or pre-inspections, made videos of homes and neighborhoods for out-of-town buyers), but what if I find ways to take my customer service to the next level.

I think I've found myself a New Year's resolution!  I hereby resolve to provide Nordstrom-level customer service to all my buyers, sellers and prospects!  Care to join me?  Let's brainstorm on ActiveRain and share ideas on how to rachet it up a notch!

Comments (5)

Anna "Banana" Kruchten
HomeSmart Real Estate - Phoenix, AZ
602-380-4886

Melissa - I think you've hit the jackpot!  Nordstrom's level of service and committment is extraordinary and that's what 2010 should be all about EXTRAordinary.  This will proove to be very intersting - I look forward to brainstorming with you and carrying it forward.

Dec 10, 2009 01:05 AM
Melissa Brown
Helen Adams Realty - Charlotte, NC
Realtor - South Charlotte NC Homes for Sale

Thanks, Anna!  I can't wait to start kicking around some ideas.  I want to burn trails in 2010!  I will definitely keep you in the loop!  I hope more people will chime in - with all of us working together, we can come up with some extraordinary ways to elevate our customer service!  Thanks so much for the support!

Dec 10, 2009 07:19 AM
Michele Reneau
Certified Staging Professional (CSP) Elite Instructor - Summerville, SC
Realtor, GRI ~ Charleston, SC Relocation Experts Team

Melissa-I've always loved the Lexus analogy too. I love taking my car in. If I want to wait, the waiting area area is comfy and provides coffee, water, cookies, TV, mags, wifi access and more.  If you have a longer service being performed, they give you a loaner car! You get your car back washed and cleaned up.  That is service!

One thing our team does for buyers is to do a virtual tour of the property they put under contract. We post it on our website under our "My New Home" tab.  Buyers love it and so do their family and friends who don't live near by. Plus it's great exposure for us for those that share with co-workers.

Dec 15, 2009 01:51 AM
Melissa Brown
Helen Adams Realty - Charlotte, NC
Realtor - South Charlotte NC Homes for Sale

Michele, that is such a great idea to do a virtual tour for your buyers.  I did that once for some buyers who were building a new home.  At their final inspection, I was there, and while they were talking to the inspector, I was snapping pictures.  I had just purchased the VisualTour system, so I went home and made them a virtual tour.  They were thrilled because their parents live in Texas.  I didn't think about doing it for all of my buyers.  What a great idea, and thanks so much for sharing!!!

Dec 15, 2009 04:06 AM
Andi Grant
310-508-4354 | FirstTimeHomeBuyerRealEstate.com - Los Angeles, CA
Helping 1st time buyers and home sellers in LA!

Melissa - great blog!  I loved how you mentioned how this would not only help us individually, but help the customer approval rating of our industry as a whole!  With all the other designations out there, maybe there needs to be a GCS one for Great Customer Service!

Michele - I love that idea!

Dec 16, 2009 06:59 AM