If you know me you know I am one that appreciates some good greasy eggs, potatoes, and double order of bacon as I work through my morning routine. I also prefer a good local dive over a chain or fancy place to get my fill. The local joints treat you like you're at home, hot food served with a little sassy attitude. The other day about mid morning I stopped in a local place where I have been many of times for breakfast, and as usual I got some decent food, but on this day the service quite frankly sucked! Since it was mid-morning they place was pretty empty. As I looked over the restaurant the waitress was more interested in going outside to have her cigarette and standing at a table talking to friends until I had to summons a busboy or other waitress to interrupt her chatting to refill my drink and bring me my bill. I consider myself a damn good tipper but today she didn't earn much tip/commission off me.
As I am one never to let a good or bad experience past me by without masturbating in my mind how it applies to my own business. I thought do I ask my customers if they want another drink, do I up-sell, do I check back with them to make sure they are happy or if they need anything else, and do I follow up for positive feedback and referrals ? Most the time the answer is no. We are all chasing that new client, but we forget the ones that are sitting right there in front of us. Do we send that note or e-mail to say hi, do we have a program or system in place to stay in contact with our past customers? Just because we sold them a house doesn't mean they no longer need us. Our past clients hopefully are happy with our services and more than willing to refer us to friends, family, and co-workers. Do you have a plan to ask for those referrals? Real estate issues routinely become a topic of conversation at parties and around the office are you brought up in those conversation as the go to guy or gal ? Do your customers remember your name and say "Hey give Joe Realtor a call he is a great guy and really helped us out" ?
Are you serving that table of one or just sitting back and waiting for the party of eight to walk through the door. Take care of the table of one and he may return with that table of eight. I know I need to rethink and reconnect with some past customers - how about you ?
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