By Randy Pereira
Regardless of what we call ourselves; REALTOR®, Agent, Consultant, salesperson… the bottom-line is, we are in a “Customer Service” business. Our service is what sets us apart in this field.
You can impress customers with the latest and greatest toys, perhaps even with the remarkable gift of gab. However, at the end of the day, it is how well you serve your customer that leads to repeat business and/or referrals.
So what does all this “Customer Service: C.R.A.P.” mean…
C is for Communication: Lack of communication is always cited as a problem, especially in our industry. Discuss what is to be expected communication-wise from you and your customers. *Is your definition of a timely response really the same as your customers?
R is for Respect: Treat your customers with the same level of respect you would give your boss… let’s face it, they are! If you need to quit, don’t burn your bridge in the process.
A is for Attention: Never be too busy to pay attention to the little details. It is the little things we do in this business that add value.
P is for Pride: If you are going to do the job, take pride in your work. Always look for ways to improve on a process, not just go through the motions. Your customer is watching what you’re doing, and your next customer probably is, too!
We’ve all had terrible customer service experiences in our own lives. Are you being that terrible experience for your customers? Hopefully these basic principles will help you, as they have for me.
By Toby Boyce
It was a quiet Monday night until the cell phone rang. My mother-in-law was on the other end, and five hours later my wife and I arrived in Cleveland – via Bellevue – and the Cleveland Clinic as my father-in-law was admitted.
It would go without saying that we were scared, nervous, and extremely worried as we were settling in for what would be a four-day stay in a hotel that we were barely prepared to stay for a single day. We were not prepared for this situation – but the Cleveland Clinic was. They have dealt with this on a daily basis for hundreds – if not thousands – of patients that arrive on a daily basis to the premier health facility.
They were prepared for us to ask questions we didn’t even know we had. We knew the clinic’s reputation – that’s why we were there – for health care, but its total commitment to the patient and family care is where the correlation to real estate begins in this post.
The first night we were there, I was wondering around looking for some food. It was going on 11 p.m. and none of us had eaten since lunch. I was half-awake, half-aware, and totally-hungry as I stepped off the elevator at the first floor. I looked left, then to the right, and stopped. A gentleman pushing a broom stopped and smiled asking, “Can I help you?” He directed me to the all-night diner where I picked up food for the mother-in-law and headed back to the room.
But that was the beginning of my amazement. “How can I help you?” Five words, none more than two syllables and they changed the entire way I looked at the clinic experience. Continue reading »