Offering Good Old Fashioned Service in a High Tech World

By
Managing Real Estate Broker with Premier Sotheby's International Realty BK659279 

Good Old Fashioned Service or A High Tech Experience? I originally wrote a similar post earlier in the year, but there were so many golden nuggets I felt it needed an encore performance.

 

"Our clientel have come to expect a higher level of service, and expertise.

We continually strive to maintain the highest level of consumer service

and loyalty. But, in the end, they hire me..." Joyce Marsh

 

In this fast paced technology driven world, many customers still crave the good old fashioned first class service experience. Even in this high tech world, customers appreciate the personal touch. It is important to ask what your customers want.  What are your customers preferences?

Do they prefer to have a high tech real estate experience, or would they prefer more of a personal high touch service with regular personal phone calls.  Not every consumer is comfortable with texting, docusign, and the latest technology.

I take my clients preferences into consideration every step of the way, so they receive service the way "they" like it when they are considering a Florida Real Estate purchase. 

If it is a high tech real estate experience they want, then that's what they get, but on the other hand, if they want more personalized high touch service, such as regularly scheduled "personal phone calls", then I adapt my communication style to their preferences.  

  • Personalized customer service & attention
  • They want to feel special
  • We want them to know they are important to us
  • They want to know that we value their business

Exceeding expectations is what keeps my customers coming back, and keeps the real estate referrals coming.

The highly personalized, high touch customer service that we strive to provide is greatly appreciated. 

Neiman Marcus built their brand on timeless business strategies around the customer "experience" as well as Ritz Carlton which is famous for the Ritz Carlton credo. This is the same philosophy that I strive for, exceeding their expectations.  Under promise, and over deliver.

Your support team also needs to be on the same page. It is important to have a strong support team with the same business philosophy, integrity, and high standards that I have, but in the end...my customers hire "me", not an assistant or a team, and they have come to expect that I will respond personally to their requests. 

In conclusion, give them what they want.  Give your customers more than they expect.  Under promise and over deliver.  Most importantly, don't forget to "Thank them for their business!"

Posted by

Regal Christie's International Real Estate  Joyce Marsh Certified Luxury Home Marketing Specialist   Joyce Marsh Institute for Luxury Home Marketing Member     Joyce Marsh Million Dollar Guild Member Institute Luxury Home Marketing  Joyce Marsh 5 Star AgentDupont Registry Elite Agent

 

Joyce Marsh, Regional Manager Florida

Regal Christie's International Real Estate

386-299-8291   JoyceMarsh@RegalRealtyOrlando.com      

www.RegalRealtyOrlando.com   

                                  

Copyright 2008-2019 Joyce Marsh.  All Rights Reserved.  Information from sources deemed reliable, but not guaranteed. Nothing contained herein to be considered legal advice, please consult your Attorney for advice. 

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Real Estate Best Practices
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Florida Volusia County Ormond Beach

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Rainmaker
3,564,590
Nina Hollander
Coldwell Banker Realty - Charlotte, NC
Your Charlotte/Ballantyne/Waxhaw/Fort Mill Realtor

Great post, Joyce. As I always tell my clients, "I want them to always feel as if they are my very most important and my only client." In my book, white glove, personalize service is always in fashion! Nothing old-fashioned about it!

Dec 28, 2018 05:21 AM #1
Rainmaker
3,564,590
Nina Hollander
Coldwell Banker Realty - Charlotte, NC
Your Charlotte/Ballantyne/Waxhaw/Fort Mill Realtor

Carol Williams hi Carol... I'm nominating this post for Second Chance Saturday.

Dec 28, 2018 05:21 AM #2
Rainmaker
1,174,208
Joyce Marsh
Premier Sotheby's International Realty - Ormond Beach, FL
Premier Sotheby's International Realty

Thank you Nina Hollander I really appreciate your comments.  I think we have a very similar style of doing business and the services that we offer to our valued clients.

Dec 28, 2018 05:35 AM #3
Rainmaker
3,530,499
Will Hamm
Hamm Homes - Aurora, CO
"Where There's a Will, There's a Way!"

Hello Joyce,  You are right about the golden nuggets in here.  Service is still so important.

Dec 28, 2018 07:01 AM #4
Rainmaker
1,511,215
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

Hi Joyce,
Great customer service will never go out of style regardless of how high tech we get. I think good customer service is becoming even more effective because it seems so rare these days.  Good quality (whether it's a produce or service) usually wins over price... at least it does with me.  As you said, everyone wants to feel special. 

Dec 28, 2018 08:09 AM #5
Rainmaker
3,730,638
Michael Jacobs
Pasadena, CA
Los Angeles Pasadena 818.516.4393

Hello Joyce - a solid strategy.  When there are shared goals that are closely aligned,  "success"  is sure to follow.  I missed this originally but luckily saw it via Carol's Second Chance Saturday post.

Dec 29, 2018 05:54 AM #7
Rainmaker
2,250,215
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Good morning Joyce - this is something you can't mention enough.  The experience is what gives people and "emotional" attachment and keeps them as loyal.

Dec 29, 2018 07:25 AM #8
Ambassador
4,295,633
Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Hi Joyce:

Bravo on this post. I strongly believe the customer service and attention is more and more important in today's world, and less and less common. I find buyers and sellers really appreciate it, no matter how tech focused they may be.

Jeff

Dec 29, 2018 10:32 AM #9
Rainmaker
1,527,337
Valeria Mola
SIB Realty - Miami, Sunny Isles Beach - Sunny Isles Beach, FL
305-607-0709 SIB Realty Condos for Sale and Rent

Joyce.

Great post! I agree, the customer service and attention - the keys for success.

Happy New Year to all. 

Dec 29, 2018 11:31 AM #10
Ambassador
1,970,165
Hannah Williams
Re/Max Eastern inc. - Philadelphia, PA
Expertise NE Philadelphia & Bucks 215-953-8818

Great post Joyce Marsh, Daytona Ormond Beach Florida  this is one you could share on Facebook  .So glad Carol Williams had this on SCS as I missed it

Happy New Year

Dec 29, 2018 12:00 PM #11
Rainmaker
900,769
Diana Zaccaro
Tropical Beachside brokered by eXp - Cocoa Beach, FL
"The Accidental Blogger" Cocoa Beach, Florida

Good post on an important topic, Joyce, and very smiliar to my thoughts. Real estate is and will always be a people business and nothing will ever replace great customer service.

Dec 29, 2018 12:27 PM #12
Ambassador
2,072,641
Debb Janes EcoBroker and Bernie Stea JD
ViewHomes of Clark County - Nature As Neighbors - Camas, WA
REALTORS® in Clark County, WA

It is the only way to do business. We are also big fans of the under promise and over deliver strategy. Surprising people with above and beyond service is not only satisfying, it tends to wow most. I'm guessing it's because not everybody delivers it. ;) 

Dec 30, 2018 07:01 AM #13
Rainer
482,347
Bruce Kunz
C21 Solid Gold Realty, Brick, NJ, 732-920-2100 - Howell, NJ
REALTOR®, Brick & Howell NJ Homes for Sale

Well written Joyce Marsh, Daytona Ormond Beach Florida and a timely reminder that great customer service is very important!  Adapting the customer's ideas into our plan can only be good.

Thanks to Carol Williams for including this in her SCS series.

Happy New Year!
Bruce.

 

Dec 30, 2018 05:55 PM #14
Rainmaker
4,798,978
Gabe Sanders
Real Estate of Florida specializing in Martin County Residential Homes, Condos and Land Sales - Stuart, FL
Stuart Florida Real Estate

Hi Joyce.  I've found that with the proper use of high tech we can offer better customized old fashioned customer service.

Dec 31, 2018 04:21 AM #15
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Premier Sotheby's International Realty
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