Are your customer service skills making you irrelevant?

Excellent post, thanks for sharing.  There are many snake oil salesmen peddling their wares to real estate agents as convenient and time saving.  Most agents don't even consider the fact that by utilizing some of these, they are working themselves right out of a job.  I personally believe we (agents) can not be replaced by a collection of databases, but that is the way the industry is being pushed.  For the time being, grocery stores have self and full service lines, but if you think that will last forever, consider when is the last time you pulled into a full service gas station and said, "fill er up"?  

Intriguing post Dennis Swartz.  We are already "there" with many things, including those you mentioned.  That said, one thing many of us have most likely learned the hard way (I know I have!) is if you do not respond in a timely manner and/or otherwise make yourself available to prospects, people will just go to the next Realtor they can find.  While we like to think of ourselves as professionals who have a lot to offer our clients, unless and until these prospects are clients and get to know, understand and appreciate what we can and will do for them, we are simply a commodity.

We are in the 'on demand' society now..especially those under 50!  Most people expect an immediate response; they want what they want when they want it. Same with real estate. Can be a challenge to juggle many pp at the same time.

This was an excellent point of view. As a professional, I believe we are always proving why we are different and relevant. Thank you.

While, this I'm sure was not intended to be funny, I laughed.  It is so accurate, my feeling too.

Dennis Swartz, excellent point.

The technology is going to take care of most routine tasks. What we need is - face-2-face, belly-2-belly, voice-2-voice connection forever!

I see this all around me yet is it not indicative of how I serve my clients. It's all about them ... it is all about service. Congratulations on the Feature!

Good point, Dennis!  You're right!  I think with the Digital Age upon us, that we do end up burying ourselves into it (potentially losing customers in the process).  Personally, I try to combine both.  Many times, I may never meet my client face-to-face, so I try to compensate with speaking with them on the phone (vs just over text or email).  What's funny about your analogies, I do the same thing because I want the speed and convenience of it.  Thanks for writing this.  Something definitely, I need to keep more in mind while dealing with people, so I don't go overboard with the technology;)

HA!  I have a friend who just called me from the post office -- that closed during lunch hour.  How stupid.  But that's why they made those stamp vending machines!  

I try to make the real estate services I provide RELEVANT!  I'm not closed for lunch!

Good post!

Good information and ideas. What about youtube? Do you make videos of "how to" for certain processes and let the customers view and use them rather than have to explain the same thing to everyone? Do you use video testimonials posted on the web so the clients will get to know you better without the face time. Here is one example Https://www.youtube.com/user/Askmarkfirst

There are lots of good ways to reduce time as well as documenting with your computer making it easier to find information later not in a paper file, like neat receipts. 

I tried to schedule an appointment yesterday, but they take an hour for lunch and don't answer the phones. Not the best customer service when dealing with the public...

Great post and "relvant" to what we do on a  daily basis.  I hear you.  I'd rather scan my stuff and move on. Our time flies by and we get so much done as quickly as possible, both in real estate and every day life!

Love your post, Dennis.  And, I agree with you about making choices that are because it is convenient and easy.  So, I hope to always be the choice for those looking for real estate around here.

Dennis - you are absolutely spit on.  wowing ou for customers and exceeding expectations is necessary or we will lose them 

Dennis

A lot to think about. Fortunately, I agree with you about your first 3 points but have not fallen into your last way of life. I still hold the interest and goals of my clients in the highest regards and feel when this fails, off to that real estate heaven and xxx number of 70 year old virgins. All right, not PC but a tiny bit of too early Thursday morning humor for all you pirds out there. Give me a break. thanks and cheers cvc

1. Newspaper?  Only because it provides a local "heads-up" on what might be important.  The local paper website is now more of a media center.

2.  Bank?  Me, either.

3.  Groceries?  I scan whenever I can.

Great point of view, Dennis!  And some important things to think about.

An excellent set of analogies for us all to keep in mind as we plod along through this Monday!

Dennis Swartz - From reading your posts, it's clear to me you're relevant and current! You know how to run a business, what works, and what gets on people's nerves. Clearly, I'm a believer and a new follower of you!

Hi Dennia,
I missed this post but saw Donna Foerster 's reblog.  So many people don't understand customer service and it's killing local business!  I WANT too support local business but can't justify doing so if the customer service doesn't outweigh the advantages on the "dark side".   Thanks for the post!  I hope they take notice.