Real Estate, Marketing, Software

Everybody likes to get something for nothing and believe that they’re receiving the ‘royal treatment’.  As a business person in the service industry (make no mistake, you are in the service industry), you want your clients to feel that you are the one going above and beyond their expectations.

How do you even know what those expectations are?  How are you going to truly wow me as the consumer, and be unique enough so I do feel like you are giving me more value than the competition?

courtesy: Gaetan Lee

Understanding how consumers think, what’s driving them to buy or sell, their life situation, their hopes and dreams…this is how you gain the insight you need to ensure that you can provide your consumers with exactly what they expect, and more!

Cheesy?  Yes.  Effective?  Most definitely.

As an example, my own realtor has taken the time to understand what exactly my husband and I need and where we are in the cycle of buying our next home.  When our needs changed in the midst of our search, he was more than accommodating.  We know that he has other clients he is busy working for as well, but he never makes us feel like we are taking up too much of his time.  We feel like we are so important to his business that we are the only thing that matters.

The result?  Now I feel special – and more inclined to tell people about my positive experience.  Do your clients feel special too?

What are some good ways that real estate agents can provide ‘more’ in their service to wow clients?  What has worked for you?

One Response to “More, more, more…”

1. Brady Pevehouse says:

   September 17, 2008 at 8:32 pm

   just today I recieved a response from a my out of state buyer /client after her getting a video update / response from me about the status of the foreclosure (short sale offer). Here is her response:

   “Thanks for the update. We felt like Ike would slow things down a bit, but we can be patient as we know the outcome will be good. The friend that we are staying with saw your update and is very impressed with you. She is looking for a house in Virginia Beach and said she wished you were up here and could be her agent. Her husband passed away in December and she is moving back to the beach area to be around her family, and has already sold her home. She just can’t find a good agent up here who will listen and work at finding her a home. They are always too busy, but one will come around and that person will make some $$ as she is financially sound and has already been approved for her loan.

   Anyway, I think God led us to you. Thanks for all your hard work.”

   Keep in mind I met this client in person for all of 30 minutes, and they headed back up north. I am in Florida.

   The luxury is I did this video email very quickly, at a time that was convenient for me, where they saw my face, and in my opinion associated me with actually being a person who cares, not just someone trying to make the sale.

   I will also say the sellers are very happy. I am working with both the buyers and sellers, and they both recieved the exact same video. “Complete Transparency” I honestly believe the clients both buyers and sellers feel I am taking an extra step to keep them informed. And it tok 1/3 the time it did to take care of both clients, than it did to write this response.

   Tomorrow I will call my client and ask if her friend would like for me to help interview and find her a qualified agent…. a referral I haven’t even asked for yet… how about that?

   Brady Pevehouse