It's the small things that count: How to impress by giving more than expected

By
Services for Real Estate Pros with John Henry Masterworks Design International, Inc. 13013

We live in a subdivision in Maitland Florida that has a single lane access to the loop road.  When you come and go, someone may have already entered the single lane portion and if you have done so a few split seconds later you are second and must back out.  It's almost a game of chicken.

Today, a Stanley Steemer van was already in the lane and we came barreling into the turn only to stop and start to back up but the van, who had right of way, was backing up for us.

I thought for a minute: this was a pretty nice gesture.  What a branding moment!!

Of course, now I will think of Stanley when the next hurricane comes by and since you are reading this, you might also contact them for water damage, carpet cleaning, etc.

See how this works?
One good deed is memorialized and reported to someone else.  And it goes viral.

It could be even considered a branding moment...

I started thinking about this a bit more and it can work for anyone in any business.

The most important point is the first below:

  • Give more than the contract or agreement prescribes.  Going the extra mile to add some services not anticipated will be memorable!  There are always details and additional work that a client really appreciates, especially when you don't ask for reimbursement!  What you do that can make their deal work better or a more secure transaction is a valuable service.  You will be remembered before others.  Leaving a positive impression, by offering a specialized service or extra footwork, is a short term action that yields long term benefits.
  • Promote a business partner in your blogs or web.  Mentioning with whom you are working and how well the relationship is beneficial to you both will make you memorable to them and they will likely think about you the next time they need someone with your services.  Your name will be shared with their colleagues and clients, especially if they feature an article on their web and marketing materials.
  • Networking for charitable events gets you out in the public eye and movers and shakers will remember you.
  • Offering 'in house' options to make a deal work is sometimes an unanticipated gain in the mind of your client.  
  • A simple gesture goes a long way.  If you just do this naturally, the world will be a better place.
  • If you project confidence in your work and act like you love what you do, the vibes ring out and people notice.
  • If you are perceived as genuinely caring, then you will instill trust.  Very important.
  • Send an industry update that pertains to the process your current clients are experiencing. Send them mortgage updates, local data, statistics, etc.  This goes for previous clients whom you've closed.
  • Pro Bono work of any kind is seen by others and keeps you in mind.
  • Small perks, freely offered, add up!
  • Volunteering for boards related to your field is one of the sleeper methods that draws a client to you before others as you are perceived to be an 'expert'.  A review board in a typical gated community has a group that judges approves new homes and remodeling based on a set of design guidelines.  The board is always talked up by the community and everyone knows who sits on it.

Customer satisfaction is enhanced by going beyond your original agreement.  The service you get or offer is a highly subjective experience.  Going to the grocery store and paying for your selections is pretty much and cut and dry routine.  Having someone help you find what you are looking for is memorable.  Having your car fixed at the local repair shop and paying the bill is one thing.  Having that mechanic reattach a mud flap or piece of trim and doing it for nothing is memorable.  Going to a bagel shop you frequent often and realize you are short of cash but the cashier recognizes you and fulfills the order anyway, saying to bring the extra amount next time gives you a warm and fuzzy feeling.

And that is what you wish to impart to customers you hope to serve repeatably over time.

Should you aim for 100% customer satisfaction?  No, 120% customer satisfaction!

BONUS: Read the Fine Print

Going beyond expectations shows that YOU CARE.  When you exhibit this throughout your dealings, the end result will always be positive.  And such goodwill is a mitigating factor if a deal sours and even if you fail to meet an obligation!  Our clients are always worth multiple times our net worth.  Do you really think you can beat them in court on some aspect of your multi-page contract that wasn't fulfilled exactly to the terms described?  We cannot be perfect.  But we can indicate to our clients we are trying to do everything we can to please them.  They will keep this in mind and allow you to make any amends or corrections before thinking about lawsuits!

close

This entry hasn't been re-blogged:

Re-Blogged By Re-Blogged At
Topic:
Real Estate Best Practices
Tags:
giving more to your customer than bargained
extra effort goes a long way
go the extra mile

Spam prevention
Show All Comments
Rainmaker
251,812
John Henry, Florida Architect
John Henry Masterworks Design International, Inc. - Orlando, FL
Residential Architect, Luxury Custom Home Design

Realtyna Inc Yes, I didn't mention these kinds of gestures and they are truly important.  Thanks for bringing this up.  Gifts of sympathy or congratulations are personal and memorable.

Hi, Michael Jacobs   Over delivering is always great if coupled with attitude and mindset.  Genuine is difficult to achieve.

Hello Patricia Feager, MBA, CRS, GRI,MRP Do unto others is a great motto.  Thanks for your comment.

 

Hi Sham Reddy CRS  I am glad you found a couple of takeaways here!  Thanks.

Jan 10, 2020 06:06 AM #14
Rainmaker
1,959,004
Michael J. Perry
KW Elite - Lancaster, PA
Lancaster, PA Relo Specialist

Great reminder to go the extra mile whenever possible to exceed the consumer’s expectations !

Jan 10, 2020 06:26 AM #15
Rainmaker
251,812
John Henry, Florida Architect
John Henry Masterworks Design International, Inc. - Orlando, FL
Residential Architect, Luxury Custom Home Design

Michael J. Perry   Agreed: exceeding expectations is the key.  And getting it right.  on time.  Thanks!

Jan 10, 2020 06:28 AM #16
Rainmaker
2,575,640
Richie Alan Naggar
people first...then business Ran Right Realty - Riverside, CA
agent & author

paints a good picture this John Henry does

Jan 10, 2020 06:47 AM #17
Ambassador
4,321,155
Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Hi John:

Great photo!

You are right on target here. It's often the little things that people do that you don't expect that can make such a positive impression and are memorable.

Have a great weekend!

Jeff

Jan 10, 2020 07:03 AM #18
Rainmaker
1,047,637
Nick Vandekar, 610-203-4543
Long & Foster Real Estate Inc 610-225-7400 - Devon, PA
Tredyffrin Easttown Realtor, Philly Main Line

Good advice, we always remember the person who was kind, going the extra mile or step. We all look for the next big shiny thing when there are lots of little steps we can take that will get us remembered.

Jan 10, 2020 07:12 AM #19
Rainmaker
251,812
John Henry, Florida Architect
John Henry Masterworks Design International, Inc. - Orlando, FL
Residential Architect, Luxury Custom Home Design

Thanks, Richie Alan Naggar   a picture is worth a thousand words...

Hello Jeff Dowler, CRS  Little things add up, don't they.  Thanks!

Hi Nick Vandekar, 610-203-4543  The little steps can make a big difference when they are added up.  Yes, going back to human interaction vs. digital can possibly make you rather than break you... depending on the circumstance.  Thanks, Nick

Jan 10, 2020 07:26 AM #20
Rainmaker
1,142,546
Margaret Goss
Baird & Warner Real Estate - Winnetka, IL
Chicago's North Shore & Winnetka Real Estate

So true! We just lost a beloved pet and the vet's office sent me a condolence card signed by the staff. Maybe they do that for everyone (they probably do) but that day I felt cared for.

Jan 10, 2020 08:13 AM #21
Rainmaker
242,254
Rick Frissell
HomeXpress Realty - Valrico, FL
aka "The Red Baron of Real Estate"

Good marketing minds are always alear.  Good people are always in need.  Good deeds are never wasted.  Thanks for the post.

Jan 10, 2020 08:19 AM #22
Rainer
256,790
Deepak Chauhan
Versailles Property - Irvine, CA
Irvine, CA ... the place to be

Going the extra mile, I thought it was driving without using the GPS, taking wrong exits ... 

Good blog, like it 

Jan 10, 2020 08:28 AM #23
Rainmaker
251,812
John Henry, Florida Architect
John Henry Masterworks Design International, Inc. - Orlando, FL
Residential Architect, Luxury Custom Home Design

Hi Margaret Goss  A condolence card warms the soul and let's people know you care.  Sorry you lost a beloved family member!!  Our peekapoo just had his second hip replacement and he is recovering.

Hello Rick Frissell  I like "good deeds are never wasted".  You know, even if no one senses or notices or cares, the one doing the good deed is blessed.

Hi Deepak Chauhan  Glad you liked the blog.  Try driving without radio, your cell phone, and any other distractions.  If warm, open your windows and smell the roses...

Jan 10, 2020 09:27 AM #24
Rainmaker
5,051,377
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

John,

Having not had a good impression of your above mentioned company, I would not think of them.  Perhaps this was the driver that is the good guy, not necessarily the brand.  

I agree with you, that going the extra mile is a wonderful way to live mindfully and it brings about great PR.  A

Jan 10, 2020 11:00 AM #25
Rainmaker
1,026,520
Jan Green
Value Added Service, 602-620-2699 - Scottsdale, AZ
HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN

Excellent!  Love this blog because it hits home how to add value to your business, one of my latest preaching moments.  If you go above and beyond, answer before questions are asked, your clients will think more of you.  Well done!  

Jan 10, 2020 12:30 PM #26
Rainmaker
4,478,799
Joan Cox
House to Home, Inc. - Denver Real Estate - 720-231-6373 - Denver, CO
Denver Real Estate - Selling One Home at a Time

John, going above and beyond expectations should be our motto, and not just for recognition, but just makes you feel good.  Great post! 

Jan 10, 2020 12:41 PM #27
Rainmaker
251,812
John Henry, Florida Architect
John Henry Masterworks Design International, Inc. - Orlando, FL
Residential Architect, Luxury Custom Home Design

Hi Ron and Alexandra Seigel   Impressions are temporary until the beef shows up.  At least a representative showed some courtesy.  Obviously you don't select a company by its drivers but a good turn leaves an impression.  Thanks!

Hello Jan Green   I am the choir, you are the preacher!  Thanks, Jan

Hi Joan Cox   Yes, it does make you feel good.  It adds a bit of wear and tear on you but the lasting results are worth it in most cases!  Thanks!

Jan 10, 2020 12:56 PM #28
Rainmaker
1,646,525
Kat Palmiotti
406-270-3667, kat@thehousekat.com, Broker, Blackstone Realty Group - brokered by eXp Realty - Kalispell, MT
The House Kat

Absolutely great advice. Go the extra mile, provide unexpected benefits... Not only do those help wow our clients, they make us feel good too!

Jan 11, 2020 05:14 AM #29
Rainmaker
828,990
Candice A. Donofrio
Next Wave RE Investments LLC Bullhead City AZ Commercial RE Broker - Fort Mohave, AZ
928-201-4BHC (4242) call/text

You da man and a damn fine musician! 

And yeah, be the magic. It changes the world! 

Jan 11, 2020 06:19 AM #30
Rainmaker
501,565
Paula Hathaway, REALTOR, LBA
Douglas Elliman Real Estate - Southampton, NY
...A Local Expert in all The Hamptons

Hi John: What a great list--some terrific ideas that most agents will never think of. I commend your efforts in pulling it all together ad sharing it with us here on AR.

Jan 11, 2020 06:38 AM #31
Rainmaker
251,812
John Henry, Florida Architect
John Henry Masterworks Design International, Inc. - Orlando, FL
Residential Architect, Luxury Custom Home Design

Hi Kat Palmiotti  I agree that it makes us feel better no matter what the outcome, but it shows we are earnest about doing right for the client.

Candice A. Donofrio   Thanks, o great communicator!  A little bit of magic does wonders...

Hi Paula Hathaway, REALTOR, LBA Thanks, I hope some of this makes some sense.

Jan 11, 2020 08:38 AM #32
Rainer
612,871
Sham Reddy CRS
H E R Realty, Dayton, OH - Dayton, OH
CRS

Great idea!

Give more than the contract or agreement prescribes.  Going the extra mile to add some services not anticipated will be memorable!  There are always details and additional work that a client really appreciates, especially when you don't ask for reimbursement!

Jan 11, 2020 06:02 PM #33
Show All Comments

What's the reason you're reporting this blog entry?

Are you sure you want to report this blog entry as spam?

Rainmaker
251,812

John Henry, Florida Architect

Residential Architect, Luxury Custom Home Design
Ask me a question
*
*
*
*

Additional Information