In a shifted market, customer service takes on an even more important role in the success of your business. Without an exceptional customer experience, one that is “remark-able” it’s a challenge to have people tell others about your service. What is it you do that sets you apart from everyone else? (and half the time, it can just be the way you talk about it or that you do it EVERY SINGLE TIME.)
Let’s start by thinking about how you handle the time between setting an appointment with a new buyer lead and the time you actually meet with them. What happens in that time? What would make the process “remark-able”? Even something as simple as calling 10 minutes before your scheduled appointment to ask if they are both home (assuming there are two of them), can be a game-changer. If one says “oh, John is late getting home – he will be here soon.” You can say “No worries! Have a quick errand I can run. How about I get there in 30 minutes instead?” Now, this does a few things. 1. Who wants to walk in the door at the same time as the real estate agent? No one. Give him time to change. 2. If John won’t be there at all, gracefully reschedule! You do not want to do an appointment with only one of them, trust me. And if they’re there and ready for you, great!
What about all the “pain points” during the transaction? What could you do to surprise and delight them and make that painless, um, painful? Could you pick up donuts and coffee on the way to the home inspection? (every single time)? We sent a dozen cookies to work as soon as we finalized the contract. Surprise and delight. What about at loan approval? On moving day?
Give some thought to what you could do to make the experience remark-able and you’ll soon find your clients introducing you to their friends left and right!
