Learning the Secret to Customer Satisfaction!

When I returned to college after serving in the military (c. 1971), one of the jobs I took was working at TENNESSEE FURNITURE, located on 3rd Avenue South in downtown Nashville.  The owner, Mr. Bernie Kantor had "TEN RULES TO CUSTOMER SATISFACTION" posted on the wall next to his office door, and he stressed that all his employees memorize them.  I remember that he would always greet me at the door, tell me to walk all three floors and take note of any new inventory; then he would ask me "What is Rule #__?"   (All of this was before I was allowed to clock in).

Mr. Kantor's had a secret... but everyday, he insisted on the same routine: walk the floors, take note of the inventory, and answer the question, "What is Rule # __?" 

Whenever a person entered the store, they were greeted just inside the entrance with, "Welcome.  How may I help you today?"  Upon their exit, they were thanked, asked if they had seen our new items, and invited back.  People came in to pay their utility bills, to make payments on their accounts, and to get out of the rain; but they were always treated as the next big sale.  People were always treated well, and recognized a friendliness in that store; and the staff never forgot Mr. Kantor's "TEN RULES TO CUSTOMER SATISFACTION."  You see, Mr. Kantor had a secret...

In forty-plus years of sales, I have often reflected back on those "TEN RULES TO CUSTOMER SATISFACTION."  Every homebuyer, every homeowner, every fellow REALTOR® deserves to know that I have not forgotten what I learned from Mr. Kantor.  One of our regular customers was NFL Hall of Famer, Ed "Too Tall" Jones, and he knew we had the secret...

Should I share the Ten Rules?  Do I need to?  The fact is, most REALTORS® already know:

Rule # 1 "The Customer is Always Right!" 

Rule # 2 "The Customer is Always Right!" 

Rule # 3 "The Customer is Always Right!" 

Rule # 4 "The Customer is Always Right!" 

Rule # 5 "The Customer is Always Right!" 

Rule # 6 "The Customer is Always Right!" 

Rule # 7 "The Customer is Always Right!" 

Rule # 8 "The Customer is Always Right!" 

Rule # 9 "The Customer is Always Right!" 

Rule #10 "The Customer is Always Right!" 

What about the Secret?  Is it the ten rules?  NO, the secret is the application of the "TEN RULES TO CUSTOMER SATISFACTION."

That will be a blog for another day...

 

Fred Cope, Reliant Realty, Nashville, TN -- (615) 587-3500 -- 26 years experience in real estate and finance