Entrepreneur Magazine ran a story a few years back which said 80% of companies believe that they provide “superior” customer service.
When they spoke to their clients, they discovered only 8% agreed.
Here’s what that means for you.
It’s a huge opportunity to stand out from the crowd by providing world-class service for your clients. It’s an easy way to be seen in the top tier of agents in your market.
And that’s important when you run a service business that is built on relationships. Over time, that high level of service becomes the engine that drives your business through referrals from past clients, friends, and family.
So, where do you start?
For me, the starting place is the golden rule. Treat others like you want to be treated. This will put you ahead of most people in this business.
And, that’s only a start because there’s much more you can do.
Like, anticipating the problems your clients will face and talking to them about it ahead of time. You can do this in person with hyper-local information that you know about your client’s neighborhood. And you can do it in your marketing by talking about news and trends in the broader market.
What this does is help people mentally prepare for decisions that they may need to make. Resulting in faster resolutions with better outcomes and much less anxiety.
People don’t remember what you say, but how you made them feel.
My second suggestion is to look for opportunities to help. And by look, I should say listen.
If they say they want to paint a home, offer to provide referrals of good painters. If they have concerns about schools, offer to set an appointment for them to visit. If they have other concerns, offer to send them information that may help answer their questions.
They might not take you up, however, they will greatly appreciate your willingness to help.
The last suggestion for today is probably the hardest to complete. And that is to take any complaints seriously. Even if they come from people who constantly moan and groan. Most people won’t share if they have a bad experience. If one person complains, there are likely others who feel the same way.
These concerns are seen by your clients as obstacles to doing business with you. A small one won’t cause you to lose a client, but they add up quickly. Removing these barriers makes the client experience better and keeps them coming back for more.
It’s the little things that make a world of difference with your clients.
And if you want to see how I do this in my real estate business, then check out:
On Saturday, I am going to double the price of Kill Cold Calls. I can’t set the exact time/date for the price increase on Amazon, so it could happen anytime after I make the change.
For those of you who already bought Kill Cold Calls, Thank you!