ALWAYS EXCEED EXPECTATIONS

By
Education & Training with Performance Development Strategies

People do not buy your company. They buy you. You need to know what you do that keeps them continually buying you?  If you are a broker or a team leader any missteps by your team are seen as missteps by you.

What is the best way to have a steady stream of these loyal customers?   Under promise and over deliver. Nothing is more important to a business than a loyal customer. Loyal customers are a leading indicator for the growth and success of your business followed by an engaged staff.

Customers generally have a level of expectation when they engage your services. It is important to start by managing those expectations. Do that by being truthful about your procedures, deadlines, and outcomes. Failure to meet expectations of your customers will result in a lost customer. Doing exactly what you say will satisfy your 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 your 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 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 where your client must interact with you. These include 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.

On Top

Are you and your team under-promising and over-delivering? If not start now.  For a similar post on our website see OVER DELIVER TO YOUR CUSTOMERS.

Let us show you how to have engaged employees who over deliver.

Contact us to learn more

or call 914-953-4458.

Posted by


PDStrategies.net

Armonk, NY
Port Saint Lucie, FL

(914) 953-4458
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Grant Schneider,
CBC, SPHR, SHRM-SCP*

*Certified Business Coach,
Senior Professional in Human Resources

President, Founder
& Leadership Coach

About Me

 

Comments (23)

Wayne Martin
Wayne M Martin - Chicago, IL
Real Estate Broker - Retired

Good morning Grant. The only thing your competition can't duplicate is you. Be the best you can be all the time. Enjoy your day.

May 23, 2022 05:24 AM
Nina Hollander, Broker
Coldwell Banker Realty - Charlotte, NC
Your Greater Charlotte Realtor

You hit the nail on the head, Grant! I've switched brokerages numerous times and have never lost a client over that fact. My clients work with me regardless of which brokerage I'm affiliated with. Often many haven't even realized I've made a change despite announcements to that fact!

As for exceeding expectations, I've long said I like to under-promise and over-deliver.

May 23, 2022 05:37 AM
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Kathy - I have seen a few who expanded and did not keep their standards up with their team.

John - thanks.  I has been a great leading indicator.

Endre - for sure.  It is the main point.  Thanks.

Wayne - somehow they have to know that when a member of your team comes he or she makes them feel the same way as you would.

 

May 23, 2022 05:51 AM
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Nina - that is the other side.  I you are the team member you can take care of your own customers as you and many do.  However, the broker tries to expand by added people needs to have a good system in place or that broker will hurt their reputation.

May 23, 2022 06:51 AM
Joan Cox
House to Home, Inc. - Denver Real Estate - 720-231-6373 - Denver, CO
Denver Real Estate - Selling One Home at a Time

Grant, had one client years ago that hired me because I didn't work for one of the big box companies, I am a boutique shop.

May 23, 2022 08:00 AM
Roy Kelley
Realty Group Referrals - Gaithersburg, MD

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

May 23, 2022 08:57 AM
Will Hamm
Hamm Homes - Aurora, CO
"Where There's a Will, There's a Way!"

Happy Monday Grant and great information to share with us here in the Rain.  Can I re blog  this down the road?  I always learn from you!

May 23, 2022 09:27 AM
Wanda Kubat-Nerdin - Wanda Can!
Red Rock Real Estate Brokered by Real - St. George, UT
So Utah Residential, Referral & Relocation REALTOR

People depend on us to inform, enlighten and exceed expectations, that's doable! Fantastic post Grant.

May 23, 2022 09:35 AM
George Souto
George Souto NMLS #65149 FHA, CHFA, VA Mortgages - Middletown, CT
Your Connecticut Mortgage Expert

Grant you are spot on.  We don't create raving fans by just doing what is expected.  Raving fans are created by going above and beyond what is expected.

May 23, 2022 12:59 PM
Roy Kelley
Realty Group Referrals - Gaithersburg, MD

Good Tuesday morning, Grant.

Have a great day and an outstanding week.

May 24, 2022 05:01 AM
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Joan - they probably had a bad experience with one of the agents.

Roy - thank you.

Will - thank you, always appreciate your re blogs.

George -going above and beyond makes memorable impressions.

May 24, 2022 05:18 AM
Brian England
Arizona Focus Realty - Gilbert, AZ
MBA, GRI, REALTOR® Real Estate in East Valley AZ

Not delivering what is expected is always disappointing so in a service industry, one always needs to deliver more than is expected.

May 24, 2022 05:43 AM
Sheri Sperry - MCNE®
Coldwell Banker Realty - Sedona, AZ
(928) 274-7355 ~ YOUR Solutions REALTOR®

Hi Grant,

Exceeding expectations is the only way to do business.  As we exceed expectations, our clients then expect those as the new level of service.  Remember when color TVs were offered at motels to exceed our expectations?  How about "free WiFi".  Would you ever pay for WiFi at a hotel again?  We constantly have to think of new ways to delight our clients. It is a fun challenge.

May 25, 2022 12:12 PM
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Brian - that is the worst scenario.

Sheri - yes those are both good examples.

May 26, 2022 03:09 AM
Joan Cox
House to Home, Inc. - Denver Real Estate - 720-231-6373 - Denver, CO
Denver Real Estate - Selling One Home at a Time

Grant, our clients love it when they receive excellent service, and will never forget it!

May 26, 2022 07:02 AM
Kathy Streib
Cypress, TX
Retired Home Stager/Redesign

May 28, 2022 08:21 PM
Dorie Dillard Austin TX
Coldwell Banker Realty ~ 512.750.6899 - Austin, TX
NW Austin ~ Canyon Creek and Spicewood/Balcones

Good morning Grant,

I'm so glad that Kathy Streib featured your post in her "Ah-Ha" moments for the week as I missed it. You nail this post (as always). Always over deliver and exceed expectations!!

May 29, 2022 05:47 AM
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Dorie - thank you.  I know that you do this every day.

May 29, 2022 06:23 PM
Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Hi Grant:

Great advice in your post from start to finish. It's essential to have an "exceed expectations" attitude in our business. It works! Anyone can deliver average service.

Jeff

 

May 30, 2022 09:39 AM
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Jeff - and that average will not separate us from others.

Jun 02, 2022 03:17 AM