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Providing Customer Service

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Services for Real Estate Pros with VA 2 The Rescue

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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Paul McDuell
Realty Benefit - Rancho Santa Margarita, CA

Good service is best way to distinguish yourself from those less than attentive agents. Great post.

Paul

Feb 07, 2009 02:28 AM
Ellie McIntire
Ellicott City Clarksville Howard County Maryland Real Estate - Ellicott City, MD
Luxury service in Central Maryland

The personal note is always my hardest hurdle. Yet I think it has the most impact.

Feb 07, 2009 02:33 AM
Pat Champion
John Roberts Realty - Eustis, FL
Call the "CHAMPION" for all your real estate needs

How right you are-the personal touch is means much more.  Thanks for sharing.

Feb 07, 2009 02:41 AM
Skye Hawk
At Your Service! Virtual Assistant Specialists - Fountain Hills, AZ
NAR Cert. REPA "Rockstar REVA"

You are so right I am always preaching to my clients that it is so important to send thank you notes (handwritten of course), but I have fallen a little short on that myself. Thanks for the reminder it is said that it is harder to fill the spot of a lost client than it is to keep the clients you already have.

Feb 26, 2009 05:02 AM