Ask An Ambassador: Do You Know What Your Customers Want?

By
Real Estate Agent with RE/MAX Elite 513.520.5305 www.LizTour.com SAL.2002007747

butterflies know what they wantFor the last few years I've been on a non-changing list of pharmaceuticals to keep my ticker behaving with a steady rhythm.  Overall, not a big deal.  A handful of pills in the morning and another in the evening.  They do the job. 

What doesn't always do the job?  The coordination between my cardiologist's office and my pharmacy when a prescription renewed.  What this customer wants is a seamless process.  The pharmacy contacts the doctor's office, a new order is placed, and I pick up a new bottle of pills a day or two later.

Too often this process requires some intervention by me, and I get a he said she said between the pharmacy and the office, both claiming they haven't heard from the other one.  Both have demonstrated that they either don't understand their customer's needs, or they just don't care.  Either way, it's not good from the customer's perspective.

When it comes to our real estate business, I have to understand what each customer wants because it can vary tremendously.

For instance, take new construction buyers.

Some buyers ONLY want help with the initial part of the process.  Help them pick the right community and get them through contract acceptance.  After that, they'd prefer to not have the "middle man" in the deal.

Other buyers, every step through the process until keys are in hand (and beyond).

I'm fine with either type, I understand what they want and adjust accordingly.

The same applies with my blogging.

Who is my customer?

Some days (actually MOST days) it's potential home buyers and sellers.  Long tail, specific real estate information provides them what they want.  I've learned my potential customers want information about patio homes (new and used), "regular" home information too (both new and used).  Get subdivision specific and I get calls.

Other days, my blogging customer is fellow Rainers.  Can I provide them tips on blogging?  General entertainment?  Something non-political that helps their day be a bit better?

Am I going to make every customer happy?  Probably not.  I'm not a one-size-fits-all blogger.  Sometimes I'm going to hit the target, sometimes I'm going to be a bit off.  But if I listen to my customers and figure out what they want, I can make adjustments.

So what do your customers want?

Until next Tuesday, just Ask An Ambassador if you need help,

Bill of Bill & Liz aka BLiz

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Serving Warren County Ohio & Adjacent Areas

 

The Liz Spear Team of RE/MAX Elite
Elizabeth Spear, ABR, CRS, Ohio License SAL.2002007747

William (Bill) Spear, CRS, Ohio License SAL.2004011109  Kentucky 77938
Ask for us by name if you visit the office!

EHO Two locations: Lebanon & Mason, OH
Bill Direct:  513-520-5305
Liz Direct: 513-265-3004     
Fax: 866-302-8418

MailTo:  Liz@LizSpear.com

Search Homes:  Https://WarrenCountyOhioRealEstate.com

Our Website:  www.LizTour.com

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Rainmaker
3,475,843
Michael Jacobs
Pasadena, CA
Los Angeles Pasadena 818.516.4393

Hello Bill(and lIz too) - seamless is good or even great but that comes from effective communication.  When a breakdown occurs in that chain, all sorts of things can happen.  Likely, not good either.  

Dec 10, 2019 06:56 PM #1
Ambassador
1,677,474
Alan May
Jameson Sotheby's International Realty - Evanston, IL
Helping you find your way home.

We're supposed to make it all look so easy... that our clients end up becoming Realtors.

Dec 10, 2019 07:26 PM #2
Ambassador
4,105,442
Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Bill:

Knowing what the customer wants is a pretty basic premise, but often not something that vendors - in any business including our - pay close enough attention to. Or they assume they know when in fact they don't, and thus end up not satisfying the client. Big mistake.

Great analogy with the meds - totally get that with CVS and some meds I take.

Jeff

Dec 10, 2019 09:00 PM #3
Rainmaker
652,368
Carla Freund
Keller Williams Preferred Realty - Raleigh, NC
Carolina Life RealEstate & Relocation 919-602-8489

I think it is important to know what the client wants. You may not get it right all the time but, with experience, you should get it right most of the time.

Dec 11, 2019 04:31 AM #5
Rainmaker
3,418,258
Wayne Martin
Wayne M Martin - Chicago, IL
Real Estate Broker - Retired

Good morning Bill. Alan May may be on to something here. The art of asking questions and listening intently is an ever developing art form. Enjoy your day!

Dec 11, 2019 05:14 AM #6
Rainer
75,791
Erik Hiss
Keller Williams Capital Partners Realty - Worthington, OH
You can trust me for all your real estate needs!

Great read, thanks for sharing.

Dec 11, 2019 05:32 AM #7
Rainmaker
1,491,779
Kat Palmiotti
406-270-3667, kat@thehousekat.com, Broker, Blackstone Realty Group - brokered by eXp Realty - Kalispell, MT
The House Kat

Very appropriate analogy. We need to ensure we know what our clients need, and adjust accordingly so they have a seamless experience.

Dec 12, 2019 06:36 AM #8
Rainmaker
388,806
M.C. Dwyer
Century 21 Showcase REALTORs - Felton, CA
MC Dwyer-Santa Cruz Mountains Property Specialist

Unfortunately, I can totally relate to your RX experience - I can't believe how complicated it can be renewing EXISTING perscriptions!!!   ARAGH!!!

Without hesitation I can say your blogs and your assistance have been very helpful over the years - HAPPY HOLIDAYS!

Dec 12, 2019 09:00 AM #9
Rainmaker
825,358
Nick Vandekar, 610-203-4543
Long & Foster Real Estate Inc 610-225-7400 - Devon, PA
Tredyffrin Easttown Realtor, Philly Main Line

Always good to consider what your customer wants, and asking them is a novel way of finding out, same goes for how they want to be communicated with too.

Dec 12, 2019 01:59 PM #10
Ambassador
847,649
Mimi Foster
Falcon Property Solutions - Colorado Springs, CO
Voted Colorado Springs Best Realtor

Before I got my license and was looking to purchase my first home, I was shocked that no matter what I said, our Realtor never listened and just kept showing us houses that never would have worked for our family. "I don't want XYZ Neighborhood." The next day he'd take us to XYZ Neighborhood to look at houses. It's so important to LISTEN. Thank you!

Dec 13, 2019 07:12 AM #11
Rainmaker
1,101,406
Margaret Goss
Baird & Warner Real Estate - Winnetka, IL
Chicago's North Shore & Winnetka Real Estate

Sizing up the client's wants is a matter of asking the right questions and sometimes just working with them presents the answer. It's also probably a good idea to set the ego aside and listen carefully.

Dec 13, 2019 09:33 AM #12
Rainmaker
988,731
Jan Green
Value Added Service, 602-620-2699 - Scottsdale, AZ
HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN

Prime example of bad customer service, and I'm sure SUPER frustrating.  A great lesson of how NOT to be in business!   Happy Holidays!

Dec 20, 2019 10:46 AM #13
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RE/MAX Elite Warren County OH (Cincinnati/Dayton)
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