Reblogger Roy Kelley
Real Estate Agent with Realty Group Referrals 16766

To wow your customer you must exceed their expectations.

Original content by Grant Schneider

You will exceed your customers' expectations when you under promise and over deliver.  People remember when they have been wowed in their experience with your company.  To wow your customer you must exceed their expectations. When you wow your customer by exceeding expectations your customer creates and emotional bond with your company and your services. They become loyal customers.  You have an opportunity to do this every day.

Exceed Customer Expectations

But there is more to this. Sometimes you will disappoint a customer. You know how true that is in the complexity of real estate transactions.  No one is perfect and it may not even be your fault.  But how well you react to make it right can create an even bigger emotional bond.  Here is an example.

Here is the way one of my Westchester County Businesses handled critical customer situation. They are an HVAC provider. There had been a spike in temperatures in our area causing an unusually large number of air conditioning units to fail. The company received a large number of calls and the service team was working overtime. They were honest in telling clients that they could not respond in 12 hours but would respond in 24 hours. They did their best to keep the customers informed of progress including when the customer was next on the list. Unfortunately, they could not keep their 24 hour promise. However, they kept in constant communication with the customers and the service providers did more than expected when they arrived. The typical service person had been working continuously. Wow! In spite of this each one was very courteous and explained in detail the customer’s system and saw to it that it was working at the end of the call. The failure to respond as quickly as promised was forgotten by the super over delivery of service when they arrived.

So here are some things to remember when serving our customers.

Answer your phone promptly. If you are with another client then return the call when you are finished with your face to face client. Why is this important? How good do you feel when you call and get a live voice instead of going through an endless cue of phone mail prompts?

Keep your clients informed. Let your clients know each and every step you are taking. Keep them up to date on the good and the bad. The worst thing you can do is ignore them when you have to deliver bad news. They may not be happy but you have a chance to keep them in the loop with as much information as you can. At least you remove suspense for them.

Know your business. Stay current with your industry and participate in continuing education. Maintain a commitment to excellence. That commitment requires that you be well-educated in the industry, the market and the changes.



Don’t forget the points of connection. You have the opportunity to cement the bond or lose a customer based on how you handle each one. During a long transaction such as in real estate there are many points were your client must interact with you, attorneys, mortgage companies, inspectors, and so on. If you are helping them in each step, or at least being there to provide support, your customer will value you service and consider you a trusted advisor.

Are you under-promising and over-delivering? If not why not start now.  Read a similar post on our web site titled WHEN YOU OVER DELIVER YOU CREATE LOYAL CUSTOMERS.


Need help in developing loyal customers?

Contact Us for a Free Consultation

or call 914-953-4458.

Real estate expertise provided by Grant Schneider on ActiveRain


Business Coach - Strategic Plans - Sales and Marketing Coach

Grant Schneider- Personal and Professional business coachGrant Schneider - Leadership and Business Coach Creating Successful Business Outcomes

President Performance Development Strategies

- Business Coach

- Business Performance and Strategic Business Plans 

- Sales and Marketing Coach

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914-953-4458, Armonk NY 10504 grant@pdstrategies.com

Visit my website www.pdstrategies.com for information on how you can obtain quantum leaps in your business performance.

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Sandy Padula and Norm Padula, JD, GRI
HomeSmart Realty West & Geneva Financial, Llc. - Carlsbad, CA
Presence, Persistence & Perseverance

Roy Kelley Good Re-blog of Grant's blog. We all need to communicate better and once we exceed our clients expectations, the rest is easy.

Apr 19, 2016 07:15 PM #1
Roy Kelley
Realty Group Referrals - Gaithersburg, MD

Please be sure to leave comments at the original blog by Grant Schneider

Apr 19, 2016 08:46 PM #2
Tina Parker
Keller Williams Select Realty - Bedford, NS
CNE, REDM, SRES, CSP Home Staging REALTOR, Halifax

Great reblog.

Apr 19, 2016 08:58 PM #3
Gita Bantwal
RE/MAX Centre Realtors - Warwick, PA
REALTOR,ABR,CRS,SRES,GRI - Bucks County & Philadel

This is a good post to reblog. It would be nice if everyone provided us the kind of service mentioned in the post.

Apr 19, 2016 08:59 PM #4
Sally K. & David L. Hanson
EXP Realty 414-525-0563 - Brookfield, WI
WI Realtors - Luxury - Divorce

It is the extra service you offer, the wealth of communication that does matter and makes each of the people we have the honor of serving feel important.

Apr 19, 2016 09:01 PM #5
Roy Kelley
Realty Group Referrals - Gaithersburg, MD

Thanks so much for stopping by. Your feedback is very much appreciated.

Apr 19, 2016 09:08 PM #6
Joe Petrowsky
Mortgage Consultant, Right Trac Financial Group, Inc. NMLS # 2709 - Manchester, CT
Your Mortgage Consultant for Life

Good morning Roy. Enjoy this post by Grant Schneider, he truly understands how to sets you apart from your competition.

Good choice for a re-blog.

Apr 19, 2016 11:08 PM #7
Debbie Reynolds
Platinum Properties - Clarksville, TN
Your Dedicated Clarksville TN Real Estate Agent

Grant Schneider is right on the mark for giving excellent advice about how to wow customers. Everyone wants to feel like they are getting their money's worth and the best service.

Apr 19, 2016 11:48 PM #8
Bill Roberts
Brooks and Dunphy Real Estate - Oceanside, CA
"Baby Boomer" Retirement Planner

OK Roy Kelley I will go to Grant Schneider 's blog. He always exceeds expectations.

Bill Roberts

Apr 20, 2016 01:00 AM #9
Carol Williams
Although I'm retired, I love sharing my knowledge and learning from other real estate industry professionals. - Wenatchee, WA
Retired Agent / Broker / Property Manager

Good reblog, Roy.  I'll pop over and thank Grant.

Apr 20, 2016 01:18 AM #10
Lou Ludwig
Ludwig & Associates - Boca Raton, FL
Designations Earned CRB, CRS, CIPS, GRI, SRES, TRC


Great choice to re-post Grant Schneider post on exceeding expectations.

Good luck and success.

Lou Ludwig

Apr 20, 2016 01:53 PM #11
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Good Morning Roy - thank you for the reblog.  I am glad the topic has attracted attention.

Apr 20, 2016 08:18 PM #12
Roy Kelley
Realty Group Referrals - Gaithersburg, MD

Your feedback and your continued support are very much appreciated.

Apr 20, 2016 09:39 PM #13
Roy Kelley
Realty Group Referrals - Gaithersburg, MD

Good Monday morning to all. I hope you enjoyed the weekend.

Have an outstanding week!

Apr 24, 2016 07:59 PM #14
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