Education & Training with Performance Development Strategies

People may not remember exactly what you did, or what you said, but they will always remember how you made them feel. Maya Angelou

During these times it is wise to remember those words as we show empathy for others.  We will want to do more in these times and give more of ourselves. 

People do not buy what you sell. They buy you. 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 like 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 raving fan. This will create more customers in the future because a raving fan will return and tell others. Loyal customers are raving fans who will help you grow your business.

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 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 must 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 can 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.

Nonverbal Communication

How are you making your customers feel?

For a similar post on our web site see GO THE EXTRA MILE - CUSTOMERS WILL REMEMBER.

Need help in turning customers in loyal customers?

Contact us to learn more

or call 914-953-4458.



Re-Blogged 1 time:

Re-Blogged By Re-Blogged At
  1. Roy Kelley 04/14/2020 01:00 AM
ActiveRain Community
New York Westchester County
Coaching and Mentoring
exceeding customers expectations
customer loyalty in westchester ny
customers remember how you made them feel

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Kat Palmiotti
406-270-3667,, Broker, Blackstone Realty Group - brokered by eXp Realty - Kalispell, MT
The House Kat

Good morning Grant! As with Nina Hollander , I found the same quote to be quite true. "People buy you."  I also agree with underpromising/overdelivering, answering the phone promptly, keeping clients informed, knowing our business and handling all connections professionally. Excellent reminders!

Apr 06, 2020 05:23 AM #3
Barbara Todaro
RE/MAX Executive Realty - Franklin, MA
Marketing Agent for The Todaro Team

Good morning, Grant Schneider do an exceptional job.... and your clients will always remember that.....always.... decades later....

Apr 06, 2020 05:34 AM #4
Eva B. Liland Century 21 Doug Anderson
Century 21 Doug Anderson - Lancaster, CA
Glad to be of Service 661-714-1643

It's so true, people really buy you. My goal is always to do the best I can, no matter what and at the same time, keeping my clients informed. I just went thru a park approval that took 42 days instead of the regular 15 days or less. My buyers almost gave up but we finally got approved! They were all smiles.

Apr 06, 2020 05:47 AM #5
Wayne Martin
Wayne M Martin - Chicago, IL
Real Estate Broker - Retired

Good morning Grant. Practice makes perfect!

People may not remember exactly what you did, or what you said, but they will always remember how you made them feel. 

Apr 06, 2020 05:47 AM #6
Brian England
Arizona Focus Realty - Gilbert, AZ
MBA, GRI, REALTOR® Real Estate in East Valley AZ

My main goal with every new meeting is to build rapport and allow them to know that I am someone that they can trust.  I try to convey that through my online presence as well so that people will want to give me a call because they know that I am someone that they can trust.

Apr 06, 2020 06:19 AM #7
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Nina - that is right. You have loyal customers to YOU.

Michael - that is was causes connection.

Kat - I do that that underpromising and over delivering is a big part.

Barbara - and doing it in the eyes of your customer!

Eva - you really can't go wrong if you live by those goals.

Wayne - yes, exactly.


Apr 06, 2020 06:26 AM #8
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Brian - first impression are important and it has to start there.

Apr 06, 2020 07:42 AM #9
Debb Janes EcoBroker and Bernie Stea JD
ViewHomes of Clark County - Nature As Neighbors - Camas, WA
REALTORS® in Clark County, WA

Especially, now, it is so important to consider how someone else is feeling. Right now, we are sending a message of caring and positivity. 

Apr 06, 2020 07:55 AM #10
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy


This quote sums it all up "People don't buy what you sell. People buy you." Thank you for another great post.  A

Apr 06, 2020 10:00 AM #11
Joan Cox
House to Home, Inc. - Denver Real Estate - 720-231-6373 - Denver, CO
Denver Real Estate - Selling One Home at a Time

Grant, people know when you are genuine and can see through those putting on a front.  We do want to be memorable.

Apr 06, 2020 10:05 AM #12
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Debb and Bernie - that must be top of mind in all of our dealings with everyone.

Ron and Alexandra - that is true they buy us.

Joan - you said it.  People can not fake it.

Apr 06, 2020 11:46 AM #13
Wayne and Jean Marie Zuhl
Samsel & Associates - Clark, NJ
The Last Names You'll Ever Need in Real Estate

Very wise words, Grant. They can sell their house with ANYone. The trick is to make them choose you.

Apr 06, 2020 12:08 PM #14
George Souto
George Souto NMLS #65149 FHA, CHFA, VA Mortgages - Middletown, CT
Your Connecticut Mortgage Expert

Grant there is a lot of truth in what you have written here, especially:

"People do not buy what you sell.  They buy you."


Apr 06, 2020 01:30 PM #15
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Wayne and Jean - that is the key, have them buy you.

George - that is why people stay with the sales rep even when they change companies.

Apr 06, 2020 01:42 PM #16
James Dray
Fathom Realty - Bentonville, AR
Exceptional Agents, Outstanding Results

Morning Grant.

Exactly, people don't give a rats behind what agency you work for.  The work with you because you made a connection that others, did not

Apr 07, 2020 01:10 AM #17
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

James - that is absolutely correct.  That is why good salespeople keep client.  In corporate I keep the person who was my service provider even when they moved.

Apr 07, 2020 04:52 AM #18
Roy Kelley
Realty Group Referrals - Gaithersburg, MD

Thank you very much, Grant, for sharing your experience and your advice.

Apr 07, 2020 07:02 AM #19
Will Hamm
Hamm Homes - Aurora, CO
"Where There's a Will, There's a Way!"

Hello Grant,  So true and it comes down to go up and beyond all the time for your clients and even friends.


Apr 07, 2020 08:21 AM #20
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

Not everyone has exact same life and experiences, so the best thing we can always be as ourselves as long as we are good at what we do

Apr 07, 2020 11:34 PM #21
Jeff Dowler, CRS
eXp Realty of California - Carlsbad, CA
The Southern California Relocation Dude

Hi Grant:

Angelou's quote is such a good one for starting off your post with some really important advice for us all to keep in mind. Ours is a relationship business and being memorable - in a good way of course - is so important.


Apr 09, 2020 04:48 PM #22
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