Do You Deserve Customer Loyalty? Ask Yourself Why...

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Education & Training with @properties

So I picked up on an interesting thread on Twitter today by Nick Bostic over at Agent Genius.  He had written a very interesting post on Loyalty that I ended up commenting (ok... ranting) on, but it really made me think and do some serious Soul Searching.

Read the Full Post Here

The post wasn't overly eloquent... well written... or one of Nick's best (No offense, I think he's a great blogger and really enjoy reading his columns over at Agent Genius) but something about it really stood out and made me think.  And most of all, it made me ask (and comment) on the question that follows:

"Do You Deserve Customer Loyalty... Ask Yourself Why?"

Below is the comment I wrote on the post.

"Nick,

Where I totally agree that there is rampant (what I call) follow-the-shiny-object loyalty out there, I think that one has to ask themself the question at the same time: “What have I done in the past, and currently, to deserve the loyalty of my consumer/client?” I worked in Real estate recruiting for a very long time, and if ever wanted to see a bigger lack of loyalty, that was it. Pay me a bigger split? You’re going to feed me leads? I’m yours.

But what is different now… is that the consumer, and the agent in that matter, has the right to question that relationship and in turn question their loyalty. As an agent (or other provider) have I :

- Worked in the best interest of my clients throughout the transaction?

- Followed up with them about changes or improvements they wanted to make to their house and provided referrals? - Assisted them with movers, tax exemption information, etc?

- Sent them a RESPA for tax purposes at the end of the year?

- Updated them on recent sales in the neighborhood that effect their eventual resale value?

- Not only SENT them, but sat down with them on a yearly basis to go over a CMA of their property?

-Called them with the recent headlines and helped them make sense of it all?

- Sat down with them to differentiate National real estate headlines from Local real estate market conditions? - Made recommendations on how to enjoy their neighborhood, schools, parks, etc?

- Overlooked my greed and advised clients that don’t need to sell right now to sit tight if it’s in their best interest?

- And lastly, if my clients ARE in financial straits and facing Foreclosure, have I come to their aid and helped them?

That… would cause me to be LOYAL. Heck, probably half of those things would probably cause me to be loyal. But in this market, and in this day and age, I think we all can admit that the bar has been raise. The question becomes, has the REALTOR we used to BUY the home, raised their game along with it."

Let me know your thoughts here... and if you deserve your customer's loyalty... I'd like to welcome you to learn, share and collaborate on My Facebook Group and at my blog www.TheYouFactor.com.

 

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Re-Blogged 2 times:

Re-Blogged By Re-Blogged At
  1. Mirela Monte 01/22/2009 04:10 PM
  2. Jean Terry 03/15/2009 02:57 PM
Topic:
ActiveRain Community
Groups:
Realtors®
The Art Of Marketing You
Coaching and Mentoring
It's all about them (ThemThem)
ABC's of Real Estate Marketing
Tags:
marketing
customer service
loyalty
branding

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Rainmaker
111,108
Steven Wright
Home Real Estate - Aurora, CO
CRS - Home Real Estate - 720-989-5283

Wow, that is some serious weirdness in the pictures you have posted.

Jan 22, 2009 03:07 PM #1
Rainer
13,120
Matt Dollinger
@properties - Chicago, IL

Glad you got the point of the post Steven.

Jan 22, 2009 03:08 PM #2
Rainmaker
28,501
Colleen Craig
Southern California Mortgage Professional - Santa Clarita, CA
Socal Mortgage Pro

It's all about bringing value not only when they are ready to list, buy or apply, but as their realtor or mortgage consultant for life.........working the database all the time. Before, during and after the close.  And you end up with LOYATLY.

Jan 22, 2009 03:24 PM #3
Rainer
20,377
Suzanne Gallegos
Equity Real Estate - Advantage - Salt Lake City, UT
Realtor - Salt Lake City, Utah Homes

It's all about customer service! People have come to expect it in all areas, but they especially deserve it when it comes to the biggest financial commitment they may ever make.

Jan 22, 2009 03:36 PM #4
Rainer
13,120
Matt Dollinger
@properties - Chicago, IL

Excellent comment Colleen.  You hit the nail on the head.  Congrats.

 

Jan 22, 2009 03:54 PM #5
Rainmaker
168,494
Valerie Spaulding
Windermere Peninsula Properties~Allyn~Belfair~WA - Belfair, WA
Allyn-Belfair-Hood Canal-Local Expertise!

building relationships for life is loyalty.  If I do a good enough job whether it be the beginning end middle (which it should be all) and remain their source for the community as well.  A well known face for them in front of them, giving them an added value service (my commitment to them as well) - what goes around comes around... You reap what you sow. 

Jan 22, 2009 04:01 PM #6
Rainmaker
472,293
Janice Roosevelt
Keller Williams Brandywine Valley - West Chester, PA
OICP ABR, ePRO,Ecobroker

If I focus on the the service, not the outcome, somehow the outcome is always what I need

Jan 22, 2009 11:44 PM #7
Rainmaker
179,177
Ann-Marie Clements
Candidate for an Ed.D. in Educational Leadership - Saint John, NB
Ed.D. candidate, Innovative Proactive Principa

Hi Matthew,

I follow many of your insights, the only problem is I've only been in the business just short of a year, so I'm not really known in the Saint John, New Brunswick area yet, but it's starting to change on a monthly basis.

                    ;>)

Jan 24, 2009 07:52 AM #8
Rainer
413,903
Terry Miller
Miller Homes Group - Tyler, TX
Miller Homes Group and Tyler Apartment Locator

Great post and right on the money. Thanks for the insight.

Feb 05, 2009 07:21 AM #9
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Rainer
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Matt Dollinger

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