EXCEED EXPECTATIONS - CREATE RAVING FANS

By
Education & Training with Performance Development Strategies

 

Consumers do not buy real estate.  They buy you!

Regardless of what we sell we are all really in a service business. People do not buy what we sell. They buy us. If they truly buy us they are a loyal customer. Nothing is more important to a business than a loyal customer. You can be making a lot of sales and have a good income but you will not have that for long if you don’t have loyal customers.

What is the best way to have a steady stream of loyal customers?   Under promise and over deliver.

Customers generally have a level of expectation when they engage our services. It is important that we manage those expectations by being truthful about our procedures, deadlines, and outcomes. Failure to meet expectations of our customers will result in a lost customer. Doing exactly what we say will satisfy our customer but little more. They got what they expected but no more. They are a satisfied customer. This is similar to getting a C “average” grade.

Kick it up a notch.  Do more than expected. When you have exceeded expectations, you have created more than a satisfied customer. You have created a raging fan. This will create more customers in the future because a raging fan will return and tell others. Loyal customers are raging fans who will help you grow your business.  In fact, higher trending customer surveys are seen as leading indicators for growth.

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.

Trust

Are you under-promising and over-delivering?  If not start now.  See a similar post on our web site titled UNDER PROMISE AND OVER DELIVER EQUALS RAGING FANS.

Would like to learn more about creating loyal customers?

Contact Us for a Free Consultation

or call 914-953-4458.

 

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Re-Blogged 4 times:

Re-Blogged By Re-Blogged At
  1. Michelle Carr-Crowe Just Call 408-252-8900 Top 1%! 10/23/2017 02:18 PM
  2. Roy Kelley 01/10/2018 01:00 AM
  3. Gabe Sanders 11/06/2017 11:50 PM
  4. Joyce Marsh, Luxury Market Specialist 02/06/2019 10:53 PM
Topic:
Real Estate Best Practices
Location:
New York Westchester County
Groups:
Coaching and Mentoring
Tags:
business coaching in westchester county ny
creating customers who are raging fans
customer loyalty is a leading indicator for business growth

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Rainmaker
1,749,982
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Gabe - thank you for that.

Oct 29, 2017 05:40 AM #22
Ambassador
1,844,958
Hannah Williams
Re/Max Eastern inc. - Philadelphia, PA
Expertise NE Philadelphia & Bucks 215-953-8818

Love this post Grant Schneider main reason is because it is so so true

Oct 29, 2017 01:56 PM #23
Rainmaker
2,059,673
Sharon Tara
Sharon Tara Transformations - Portsmouth, NH
New Hampshire Home Stager

Under promise and over deliver!

Don't meet expectations....surpass them! 

Excellent advice!

Oct 29, 2017 02:22 PM #24
Rainmaker
1,749,982
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Hannah - thanks for validating it.

Sharon - thanks.

Oct 30, 2017 05:48 AM #25
Rainmaker
2,693,263
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

Low expectations and high production and result breeds raving fans of all types and in all industries! It’s great stuff! Thanks for posting, Grant!

Oct 30, 2017 10:11 PM #26
Rainmaker
2,693,263
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

We all need a little validation from good people sometimes to help us feel reassured, as much as we say we shouldn’t need it, it feels good!
Hannah is good to validate it!

Oct 30, 2017 10:13 PM #27
Rainmaker
1,749,982
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Laura - right you are about that.  We get those accolades when we also listen to things that need to be corrected.

Nov 02, 2017 07:38 AM #28
Rainmaker
3,693,268
Dorie Dillard CRS GRI ABR
Coldwell Banker United Realtors® ~ 512.750.6899 - Austin, TX
Serving Buyers & Sellers in NW Austin Real Estate

Good morning Grant Schneider ,

I fully believe in under promising and over delivering! It is the best way to attract raving fans. They insure a healthy business of referrals, sales, and success!

Nov 07, 2017 04:38 AM #29
Rainmaker
1,749,982
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Dorie - yes indeed, it is the least expensive form of advertsing.

Nov 07, 2017 07:51 AM #30
Rainer
157,130
Corey Martin
Martin Presence Group - Ruston, LA
Real Estate and Management Solutions

Great points. The clients need to know that their agent will be there for them. This is expressed through actions, not words. Good post. Thanks for sharing and I hope you have a great Thanksgiving. 

Nov 23, 2017 04:14 PM #31
Rainmaker
1,749,982
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Corey - yes, that is the exact reason to exceed expectations.

Nov 24, 2017 09:30 AM #32
Rainmaker
265,206
Shirley Coomer
Keller Williams Realty Sonoran Living - Phoenix, AZ
Realtor, Keller Williams Realty, Phoenix Az

Great post which is full of good information.  These are easy things to do and what people expect of all professionals they work with in business.

Feb 03, 2019 05:37 AM #33
Rainmaker
1,749,982
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Shirley - thank you so much.  All about the client and exceeding expectations.

Feb 03, 2019 05:56 AM #34
Rainmaker
122,307
John Henry
John Henry Masterworks Design International, Inc. - Orlando, FL
Residential Architect, Custom Home Design

Grant, as usual, you have hit the nail on the head.  Perfect.  There is no other way to retain loyal customers.  I see it in meetings when clients admit they were not happy with followup, or details, or availability, etc.  Thank you!!

Feb 03, 2019 10:01 AM #35
Ambassador
3,002,175
Debe Maxwell, CRS
www.iCharlotteHomes.com | The Maxwell House Group | RE/MAX Executive | (704) 491-3310 - Charlotte, NC
Charlotte Homes for Sale - Charlotte Neighborhoods

You are spot-on, Grant! I know I've told you that before but, gosh, we are SO often on the same page as to how to run a business and how treat our staff and our clients. 

I recently wrote a post about raving fans as well and honestly, if we don't keep stepping up our customer service and always finding ways to improve upon the way we run our business, our livlihood is at stake. I operate on a 93% repeat/referral business and seek to improve that number each and every year. I still do a lot of farming and of course, those website leads fill the remaining 7% of my business.

I love your quote - it's so true, "Consumers do not buy real estate.  They buy you!"

Feb 03, 2019 09:10 PM #36
Rainmaker
1,693,793
Lottie Kendall
Compass - San Francisco, CA
Helping make your real estate dreams a reality

More sage advice from Grant Schneider. "Under promise-over deliver" should be etched in our minds.

Feb 04, 2019 08:18 PM #37
Rainmaker
1,749,982
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

John - thank you.  As Peter Drucker says that is our sole purpose for being in business.

Debe - you are certainly creating raving fans at 93% repeat.  Awesome!

Lottie - that is right.  Strive to over deliver each time.

Feb 05, 2019 06:02 AM #38
Rainmaker
957,052
Jan Green
Value Added Service, 602-620-2699 - Scottsdale, AZ
HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN

It's not hard to get raving fans if you follow all the cues!  Great post - love this!

 

Feb 05, 2019 07:44 PM #39
Ambassador
3,830,737
Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Hi Grant:

Great job on this post, and congrats on the well-deserved gold star! Your first statement says it all!

Jeff

Feb 08, 2019 07:09 AM #40
Rainmaker
1,749,982
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Jan - yes, follow and then exceed them.

Jeff - thank you.  Yes, people do business with people they like.

Feb 11, 2019 06:43 AM #41
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