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Going The Extra Mile

By
Real Estate Broker/Owner with Magdalena Dokic BK 3126272

 Are you providing your customers with the bare minimum to comply or do you go above and beyond the call of duty?

Yesterday I had the pleasure of speaking with Justin Chester of Integra Computers.  I was actually speaking to him because he's part of the tech team at Pat Zaby's Seminars and Systems.  I needed a little help with something I purchased from Pat and Justin was providing the help.

Justin asked me to allow him remote access to my computer.  I did.  He then said "whoa, you've got way too many programs running in the background!"  He explained that all the little icons at the bottom of my screen represented programs that were running, even though I wasn't using them.  He also explained that there could be other programs running which didn't have icons which all contribute to slow down my computer even further.  

As he resolved my Pat Zaby issue, he quickly took a look at my RAM and informed me that I would benefit from purchasing some extra memory (not from him LOL).  He took me over to newegg.com, looked up my computer stats on Google, found the RAM I needed on NewEgg and explained to me how to add it.

As if that were not enough he went back into the system and disabled all the programs that were running in the background which I did not need.  I was seriously impressed!

Why did he do all this?  Just because he likes to provide top notch customer service!  He could have just solved the issue I called about and I would have been satisfied.  But instead, he noticed I could benefit from making some changes and shared his expertise with me.  It took him a few extra minutes and I was floored by the level of customer service he provided.

What about you?  Are you going the extra mile when you see the opportunity?  Or do you stop at the boundaries of your job description? 

It could mean the difference between getting referrals or getting forgotten.  Go for the referrals!

Posted by

Maggie Dokic - Broker/Owner - Special Miami Homes

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Comments (15)

Chris Griffith
Downing-Frye Realty, Bonita Springs, FL - Bonita Springs, FL
Bonita Springs Listing Specialist - Agent
They say the most loyal customers are earned during a crisis that is resolved.  Tada!
Oct 25, 2007 01:27 PM
TheMillsTeam YourSebringRealtors
Advantage Realty #1 - Sebring, FL
863-212-5441
I helped one of my clients move her gazillions of boxes out of storage and into her new rental place. That was after we had closed on her property (divorce etc.). I told her I'd help her and she was actually surprised when I did show up in jeans and ponytail, ready to haul boxes. I stayed until the last box was put down in her new apartment. I was also there when she had several breakdowns (divorce) while going through the negotiating phase. She didn't expect any profits from the sale of the property but I managed to get her $6,000, which she used to get into her new place and buy new furniture. Yes, we're still friends and we talk frequently. She will eventually purchase another home (she's renting right now) and guess who she's gonna call?
Oct 25, 2007 01:35 PM
Mana Tulberg
805 County Real Estate - Camarillo, CA
Real Estate Agent - Camarillo CA

Maggie, I have learned that if you help even the most difficult and the most unappreciative people, deep down they really are impressed by your performance and care.

Oct 25, 2007 01:36 PM
Linda Scanlan
A Fan of AR - Burleson, TX
Hi Maggie - I deal with a lot of expired listings and the one thing that gets me the listing and referrals is to go the extra mile. I'm always sure I do what I say I will do, then I do a little extra. Makes all the difference in the world!
Oct 25, 2007 01:36 PM
Celeste "SALLY" Cheeseman
Liberty Homes - Mililani, HI
(RA) AHWD CRS ePRO OAHU HAWAII REAL ESTATE

I conform....like a chameleon to the circumstances and situation...Every transaction and client is different and with different wants and needs. And what Justin told you was superb. He's right about the stuff running in the background and newegg.com is where we order stuff as well. What a guy...went above and beyond.

Oct 25, 2007 01:41 PM
John Novak
Keller Williams Realty The Marketplace - Las Vegas, NV
Henderson, Las Vegas and Summerlin Real Estate

Hi Maggie - I got to see Pat Zaby at the KW Family Reunion earlier this year. He had some great ideas on systems, and was sure that his audience not only understood the reasoning but also how to implement them.

The service you received from Justin is a great example of the difference between an order taker and someone who is genuinely interested in a client. When we look for opportunities to serve without worrying about ourselves, it often takes the agent-client relationship to a whole new level.

Oct 25, 2007 01:43 PM
Maggie Dokic /Indialantic | 321-252-8696
Magdalena Dokic - Indialantic, FL
Selling the beach in Florida's space coast

Chris - you are the queen of summing things up.  I can ramble on and on but you have the gift of brevity.  I love it.

Andrea - of course, she will call you.  As it should be.  And don't kid yourself.  You're in the minority.  Most people would not have done what you did.  Kudos to you for it.

Mana - I hope so.  It's those that do not show appreciation that it becomes hard to do things for.  As much as we do  it because it's the right thing to do, a sincere word of thanks is always welcome.

Linda - why am I not surprised?  =)

Sally - I'm sure they come back for seconds with you!  People know a good thing when they see it. =)

John - I loved Pat's seminar!  He really did have a lot of great tips.  I have to review all the material still =)  You obviously get the difference.  The wonderful thing is that it becomes second nature and you don't wonder whether you should or shouldn't.  You know what needs doing and you do it gladly.

Oct 25, 2007 03:20 PM
George Souto
George Souto NMLS #65149 FHA, CHFA, VA Mortgages - Middletown, CT
Your Connecticut Mortgage Expert
Maggie, if you go over and above what is expected, it will in one way or another come back to you two fold.  You can never go wrong with providing a little extra service.
Oct 25, 2007 03:44 PM
Thesa Chambers
West + Main - Bend, OR
Principal Broker - Licensed in Oregon

Maggie - it is amazing how many programs we have running sometimes and do not even know it.... when we download  a lot of programs and stuff they often times will be on an auto start.  Glad you got it taken care of. 

Something like 55 days and we finally meet!

Oct 25, 2007 05:25 PM
Missy Caulk
Missy Caulk TEAM - Ann Arbor, MI
Savvy Realtor - Ann Arbor Real Estate
Maggie, I deal with too many programs running too. Things I don't use. Did you go to Pat's seminar yesterday ? How did you like it ?
Oct 25, 2007 11:19 PM
Linda Reynolds
Bradenton Real Estate - Linda Reynolds - Bradenton, FL
Bradenton Real Estate
People remember those who go the extra mile.  It pays to take that extra time to do so.
Oct 25, 2007 11:37 PM
Maggie Dokic /Indialantic | 321-252-8696
Magdalena Dokic - Indialantic, FL
Selling the beach in Florida's space coast

George - I agree!  We get so much more in return. =)

Thesa - you're so cute!  Counting days.  I'm not all that dig a deal, really!  (but I'm excited to meet you too!)

Missy -  no, I went on the 16th.  It was awesome!  I need to blog about it for sure.  Definitely quite a few posts worth of stuff =)

Linda - yes they do!  And that is always a good thing. =)

Oct 25, 2007 11:58 PM
Margaret Woda
Long & Foster Real Estate, Inc. - Crofton, MD
Maryland Real Estate & Military Relocation
Nice testimonial!  I do try to go way beyond the minimum but it's very discouraging when the beneficiaries take it for granted - even complain that it's not enough.  Very gracious of you to recognize someone who went the extra mile... he's far more likely to do so in the future as a result of your acknowledgment and encouragement.
Oct 26, 2007 12:53 AM
Lynda Eisenmann
Preferred Home Brokers - Brea, CA
Broker Associate ,CRS,GRI,SRES, Brea,CA, Orange Co

Maggie,

It's about exceeding expectations, right?  In BRO (By Referral Only  we have a saying, under promise and over deliver!

Oct 26, 2007 09:33 AM
Maggie Dokic /Indialantic | 321-252-8696
Magdalena Dokic - Indialantic, FL
Selling the beach in Florida's space coast

Margaret - unfortunately that happens a lot too.  One of my pet peeves actually.  It's very discouraging. 

Lynda - that reminds me that I need to ask you something!

Oct 26, 2007 09:57 AM