I was talking with my husband the other day about a situation he was having at his office with the company that cleans his office. The cleaning company had a personel situation and involved their client in attempting to resolve it! This amazes me....in this day & economy why would you not go above and beyond to do your job? This cleaning company has been making calls to see if there is more they can do for their clients, they are experiencing the slow down and trying to generate more business. That's a good thing, but then just a few days after "hunting for more work" they create a situation that proves their staff is not up to doing what is already on their plate.
Of course this makes me think of my business and the business of real estate agents. When things are slow you need to ramp up your customer service and you need to be sure you are doing all you can do to surpass the clients expectations! Are you doing that? Are you taking time to go the extra mile? Be on top of the feedback calls; call your client and schedule an open house before they can ask for one; suggest a stager; take fresh photos on sunny days or after the snow has melted or the wall has been painted; send a nice hand written note saying that you appreciate their trust in you and their business!
Some days it is the big things and some days it is the little things - but this is a service industry and if you aren't working daily to give them your very best there is a long of those waiting to do it! Yes, it is a tough time and yes things aren't what they used to be, but this is what we have and this is what we are dealing with!
I think the personal touch is so much more important now - send a hand written card, yes email is easier and cheaper but how did you feel the last time you got an unexpected card in the mail! Return that feeling to your clients, your sphere!
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