TOP NOTCH Customer Service = Happy Clients

"Your Smile is your Logo~
Your personality is your Business Card~
How you leave people feeling after an experience with you is your trademark."

3 Day CHALLENGE:

As you go through your day, and you interact in person with any type of business...

Pizza shops, doctors offices, service technicians etc.
make a note of each interaction.

Ask yourself these questions:

1. Did they greet me with a smile, or did they make me feel like I was annoying them?

2. Did I feel like they appreciated my business?

3. Were they TRULY listening to me?
(What were they doing that made you feel that way?)

4. What was their "body language" during our conversation?

Keep notes for these three days of your answers.

Stay tuned to find out HOW YOU can use what you learn during this 3 Day Challenge to begin to help your business build
TOP NOTCH Customer Service!

What kind of a LISTENER are you?

We are going to reverse-engineer this question.
When YOU are the patron or the customer, what makes you feel that the other person is truly paying attention to your needs?

~You probably have never actually broken it down and thought about it that deeply before.
There are two things that ABSOLUTELY create an initial feeling of comfort and confidence between people.

1. Make eye contact. There is nothing more annoying that trying to have a conversation with someone who's constantly wandering off to texts coming in or things going on around them. Looking someone in the eye while they are speaking not only makes that person feel heard, but it lets them know that you are ALL IN on what their needs are and what they are saying.

2. Ask questions. That doesn't mean constantly interupt them. It just means that by nodding your head and asking a question or two for clarification they once again feel "heard".

Listening sounds like something that comes naturally.
It ABSOLUTELY DOES NOT!

ACTIVE listening is an art that takes practice.
It is a VERY IMPORTANT tool in your toolbox to help create that TOP NOTCH Customer Service that we all want to bring to our transactions.

QUESTION: What is the right contact management system for me?

ANSWER: You may have heard this before...

The one that is EASIEST for you to use AND the one that you will feel comfortable working with on a daily basis.

You need to think of your contact list as a LIVING THING-
BECAUSE IT IS.

Those names aren't just words on the paper.
You need to "visit" with your contact list at least twice a week.

There are things happening within those contacts each and every day.

Babies being born.
Wedding anniversaries.
Kids graduating from high school...
Kids graduating from kindergarten!

All these things are VITAL parts of your CRM.

Whether your contact management system is electronic or in a spreadsheet or in a notebook-
It is MUCH MORE than names and phone numbers.

In order to be a TOP NOTCH AGENT and make customer service your #1 priority, you truly need to KNOW your clients.

That starts with a complete CRM.
You need to update your contact lists on a regular basis.
When you touch base with someone, make note of what's happening with family, work etc.

These notes breathe LIFE into your contacts.
It brings them to life.

That is why I say it is SO IMPORTANT to spend time IN your contact list.

Making these updates means you will be reaching out and connecting to gather information, congratulate your contacts and celebrate with them.

By doing this, your contacts and SOI truly feel that you care about them and in turn, you will stay top of mind with them as well.

So remember, when you are adding a contact to your CRM, include ALL types of information ABOUT them; not just the basics.
AND EVEN MORE importantly~ be sure and USE that imformation to stay in touch!

Let's get down to basics.
I mean REAL Old Fashioned BASICS.

You must have heard this at least ONCE or TWICE growing up~

"Treat others as you want to be treated."
or another oldie but goodie:

"Put yourself in the other persons shoes".

I told you it was pretty basic.

When we get caught up in the minutia of every day-
and the details start spinning around in our brains, it's easy to get flustered and begin to work from the thought process of-
JUST GET IT DONE.

Sometimes it's difficult to be able to spend fifteen or twenty minutes answering questions from a potential client who continuously is asking the same question over and over again.
Yes... I know-I know. Time is money.

BUT it's not.
Courtesy and an understanding, patient ear can be worth millions.

There was a situation that happend years ago in the office where I began with my license.

I was doing floor time.
Something I doubt even exists in most offices any more.

I had my license for about 6 months and was HUNGRY to say the least. The phone rang and I could hear a baby (or two) crying in the background and the lady on the phone sounded like she was ready to pull her hair out.

She asked about one of our office's listings.
I spent about twenty minutes talking over what they were looking for and in between interuptions to go and replace the baby's pacifier and change a diaper we talked AND talked.

Long story short~ at the end of the call she thanked me INTENTLY for my patience.

We scheduled a showing for a $325,000 house,
they looked~
they LOVED~
they settled.

It was the only house they looked at and they still refer clients to me today.

Patience is a virtue. (Couldn't resist just one more)

Do business from kindness and always treat people the way YOU want to be treated.

Let’s get down to basics, here.

The #1 thing clients of ANY type want…

ESPECIALLY home buyers and sellers is ~

TO BE HEARD.

Sometimes agents spend the majority of the time when they meet a client for the first time talking.
Worse yet- talking about themselves.

Any one that wants to sit at the top of their game by providing TOP NOTCH service needs to hone their skills at being a great listener.

Buyers and sellers don’t give a damn about your years in
real estate and all of the letters after your name.

Don’t get me wrong, they want you to be experienced and educated at what you do ~ of course.

But make that point and move along.

You need to make eye contact and listen to what the client is saying.

Their wants and needs are what count.

Take notes when they speak.

When you can relate to what they’ve spoken to you about a week or two down the line, they truly feel heard and understood.

THIS begins to build confidence and trust.

Two things that NO artificial intelligence has a snowballs chance in hell of ever providing to anyone. 😎

Real estate today is confusing enough, am I right?
Picture yourself in the shoes of buyers.

You see a property- you LOVE it.

The saying, "Here today, gone tomorrow" could NEVER be more true!

Buyer clicks on your listing.
You've got an automated response set up in your CRM or website, and btw- good for you for that!
Immediate response is imperative today- you may very likely be missing out on THE MOST IMPORTANT next step!

Agent: You're notified that your CRM just captured a new lead.

What's happening in the mind of that buyer at that moment is:

"Gee, that's great- an email thanking me for visiting their website. Just like the other 30 responses I've gotten."

As agents we know that buyers will move on to the next agent and ask the EXACT same question if they don't receive an immediate response.

It's just the nature of buyers today.
Sometimes we just aren't able to give them a PERSONAL RESPONSE at that second. I get that.

I'm going to say something here that will send most real estate gurus into a MAJOR TAILSPIN.

Real estate isn't always a numbers game.

When you are creating your business plan you're told that it's about the numbers.
The more contacts you make the more successful you'll be.

That's true- in part.
BUT, when buyers and sellers feel like they are JUST a number- you are losing the personal connection and that PERSONAL CONNECTION can be the difference between a lifelong relationship that creates trust and referrals and a one time transaction IF you're even able to connect to make that transaction happen.

You can't always drop everything you're doing at that moment.
I get it, believe me.

But by being creative and having a plan to respond with a personal touch and thinking "outside the box" will make you memorable and top of mind.

If you don't use your NOTES app in your phone, you are TOTALLY MISSING OUT!

Create a friendly message, maybe something like:

"Hi there!
I'm so excited you found my listing and reached out to me-
I get that time is SUPER IMPORTANT these days in the real estate market- believe me- I GET IT!
I'm with a client at this very moment and I want to respect their time just as I do yours!
I will get back to you within the hour~
I'm looking forward to connecting with you!"

Copy and paste it into a text to that new lead, be sure to include their name!

Letting them know a timeframe they can expect to hear from you is extremely important.
Then be sure and DO IT.

Follow up is key to building that immediate rapport with that new lead!

People can spot a "canned response" a mile away.
Use this tip to create a personal message that you can quickly send to a potential client so they feel that you value their call AND respect your clients time.

So you're looking for a way to "Stand Out" from all the other agents, are you?"

Then you have to do what they AREN'T doing.

Right now do you know what that is?

IMPECCABLE CUSTOMER SERVICE.

You thought I was going to say some amazing autoresponder or lead generation system, didn't you?

It's not about AI and automations.
It is about getting back to basics.

Customer service is a thing of the past in most businesses.
There are barely any places that you can actually speak to a REAL person when you call a business these days.

Now, this is going to take a bit of work to retrain your brain and create a new way of doing things.

But I PROMISE you- it will be worth it.

Are you willing to put in alittle work?

Buying/Selling a home is quite possibly one of the biggest transactions a person goes through in their lifetime.

Would you agree?

Something of that magnitude deserves top notch personal service.
NOT a chatbot.

How do we stand out from all the rest of the agents out there?

NO... it is not by having the newest tech on the market to respond to leads on your website.

While it is helpful to have autoresponders in place to capture leads. It is WHAT YOU DO WITH THOSE autoresponders that will make you stand out.

Don't capture your leads like most agents.

BE THE REAL ESTATE AGENT of change.
On this page we are bringing back the most important part of real estate...

TOP NOTCH Customer Service.
Be a Real Estate Agent of change.
SERVE don't SELL.

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