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Is Your Brand Represented Clearly and Professionally? - At All Times

By
Services for Real Estate Pros with RealSupport Inc.

About a week ago I was out to dinner with my family and about half way through our meal it started to snow pretty heavily.  We noticed that our waitress kept looking out the front window and she looked irritated to still be at work while the snow was pouring down.  When she came back over to our table to check-in with us, she asked “How is everything?  Can I get you anything else?”  She didn’t make eye contact or even seem to be listening for a response.  In fact, she was looking outside again at the snowstorm and probably dreading the rest of her shift.

 

I paused before responding to see if she would start paying attention.  After what seemed like several seconds, she finally made eye contact with me and I said “wow, the snow’s really coming down tonight!  Will you be able to get off work early so you don’t get stuck in the snow?”  She responded with “Ha, yea right.  Our managers could care less.  So did you need anything else?”

 

I was appalled by her negative attitude as well as her representation of the company she worked for.  How should she have handled the situation?  She should have never showed her irritation with being at work or negative opinion of the managers.  She should have "slapped on a smile" and had a positive attitude - she couldn't change the fact that it was snowing and she had no choice but to finish her shift.  As a customer, we were expecting a positive and memorable experience.  We didn't get what we were looking for.

 

Why am I sharing this story?  I want to ask a question...  How is your brand represented on a daily basis?  Do your "people" present themselves professionally?  If asked about your company, can they explain what your company does and how you're different than your competition?

 

Need help developing your brand?  Let us know.  We specialize in creating customized branding packages for our clients.  Custom website design, logo design, home brochure, postcard, business cards, letterheads, etc.  Let us help you develop a brand to help you stand out from your competition.  Your target market will begin recognizing your marketing pieces and they're more likely to call YOU when they're ready to buy or sell. 

Have a wonderful weekend!

Erica Parpan
Operations Manager

Comments (6)

Aventura | Bal Harbour | Sunny Isles Beach | REALTOR® 786-229-7999
SIB REALTY, Llc // WaterWayRealty.com - Sunny Isles, FL

Erica~

When dealing with the public, we should always wear our "happy face"

Sometimes it is easier said than done.

The comment about management.. that is not good.  Perhaps she had some major issues do deal with...

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Jan 23, 2009 03:45 AM
Lise Howe
Keller Williams Capital Properties - Washington, DC
Assoc. Broker in DC, MD, VA and attorney in DC

great photo! I think I have had that waitress too!

Jan 23, 2009 03:46 AM
Lenn Harley
Lenn Harley, Homefinders.com, MD & VA Homes and Real Estate - Leesburg, VA
Real Estate Broker - Virginia & Maryland

Maybe she doesn't have any boots or transportation and the children are going to be stuck somewhere.

Jan 23, 2009 03:48 AM
Renee Drumm
Home Experts Realty - Dayton, OH
e-PRO(R), REALTOR(R)

That's kind of how I feel near the end of a workday, and discover there's still so much work to get done, the 'puter freezes while I'm sizing photos, a client calls to ask me to do something else, and I'm not gonna be able to join my friends at the club...ah...just hate that!

Ah...but it's all about REAL ESTATE!  Don't ya' love it?  :)

 

Feb 11, 2009 10:13 AM
Kim Melin
Edina Realty - Edina, MN

I love the story.  I worked retail for a long time....I remember how hard it is to work with the public.

Feb 13, 2009 08:14 AM
Anonymous
joshua lepanto

Cool.... i like the story... i can t only its relevance to real estates... LOlz

Dec 06, 2009 05:51 PM
#6