Customer Service: where has it gone?

By
Real Estate Broker/Owner with Independent Real Estate Broker DRE#00972295

My first contact with a potential client, I use as My Best Practice which I  call, My Four R’s of customer service: be Real, Respectful, Reliable, and Reasonable! 

By following my Four R’s I give my best to my clients. And by giving great customer service I have been able to stay in business for 23 years.  I never forget that great customer service gives you repeat business. 

How do I provide excellent customer service? 

Here's how I do it: I follow my Four Rs of Customer Service, which are:

Reliability: I always let my client know that they can rely on me to do what I say I will do even if it cost me money to keep my word.  There’s nothing worse for your business than to have a reputation of not keeping your word 

Real:  I keep my relationship with my clients on a real level without any puffery and with honest and sincerity.  Repeat customers are the best, and the way to ensure that my clients will keep coming back to me is to be honest with them and by keeping my relationship real.  I don’t use puffery to make myself look like I know more than I do. If I don’t know something, I will say so but I will also do whatever it takes to find out the right answer or guide my client to the right person who can answer their question.  Being real is being honest.  Bragging and puffing up your ability may get you clients but it won’t help you keep them.  Being real helps you keep your costumers coming back.

Respectful:  I always respect my client and I respect their time and money.  Politeness really does go a long way.  I respect my clients time by always returning their phone calls in a time manner and always showing up on time to our meetings.  I respect my clients money by always trying to find the best service for less.  I save my client money by finding the best venders like termite, escrow, title, negotiating a fair buyer concessions, etc. 

Reasonable:  I always try to be reasonable in all my dealings with my clients.  I never expect more than what I am willing to give and I always give 100% to my client. 

And one last thing that I do to provide my client with great customer service: I try to be humble, I never think that I’m better than my client.  Everyday I work on applying my Best Practice: Keeping it Real, Being Respectful, always Reliable, and never unReasonable.

Will you allow me to show you how I provide The Best Customer Service?

Posted by

Aida Pinto (562) 884-6196
Los Angeles County
Real Estate Broker



The Real Estate Maven : https://www.facebook.com/aRealEstateMaven?ref=hl

 

Short Sale, Probate and standard real estate expert.

Comments (7)

Melissa Zavala
Broadpoint Properties - Escondido, CA
Broker, Escondido Real Estate, San Diego County

What I am just beginning to realize is that this kind of attitude comes naturally to some, but not all.

May 19, 2012 11:55 PM
Brenda Mayette
Miranda Real Estate Group, Inc. - Glenville, NY
Getting results w/ knowledge & know-how!

Nice post, Aida! And with 23 years of service, your commitment to quality customer service is truly more than something you talk about.... You DO it! What a great role model for others in the service industry.

May 19, 2012 11:58 PM
Aida Pinto
Independent Real Estate Broker - Los Angeles, CA
Real Estate Broker (562) 884-6196

Thank you ladies for your comments....sometimes it's difficult to maintain a high level of customer service to everyone, short sales are very demanding but I always keep in mind that if it's not for my customers, I'd be out of business...so to my My Client comes first.

May 20, 2012 12:17 AM
Ralph Janisch ABR CRS Broker
Janisch & Co. - Conroe, TX
Selling Northwest Houston to good people like you!

Most people today have been taught that life is all me, me, me, me, me...... So many today care about nothing else.

May 20, 2012 12:24 AM
Edward & Celia Maddox
The Celtic Connection Realty - Queen Creek, AZ
EXPERIENCE & INTEGRITY - WE TAKE THE HIGH ROAD

Nice post and true.  You have to keep up your high standards of performance no matter the selling price or difficulty.  Some are easy and some are very hard to close.

May 20, 2012 12:48 AM
Chris Smith
Re/Max Chay Realty Inc., Brokerage - New Tecumseth, ON
South Simcoe, Caledon, King, Orangeville Real Esta

Aida, the 4 "R's" are a good reminder, but I just try and treat people, all people, the way I would like to be treated.

May 20, 2012 04:11 AM
Alix Pinzon
Open Mortgage, LLC NMLS # 2975 - Downey, CA
(562)743-6086

Excellent post!  Ethics are everything.

Apr 19, 2013 06:54 AM