Is there Good Customer Service in Real Estate? There is an old saying called the 80/20 rule. And sadly it means that 20% of the Realtors are doing 80% of the business. Why? because we treat clients not like a one-time customer but as someone who will continue to work with us in the future and refer us to others. The Keene Teams goal is to offer Concierge Level service every time. Whether its a starter condo or a luxury home. Each client receives the same attention and care no matter what they buy or what they sell. Starbucks motto is PPP. “People, Place and Product”. They inspire Partners and Focus on the Customer. Be welcoming, be genuine, be considerate, be knowledgeable, be involved. No wonder I love their coffee!
When you ask people to name a company that has excellent Customer Service, The Ritz Carlton is at the top of the list. The Ritz-Carlton states that the “Customer is never wrong”. And Nordstrom’s motto really made me happy, because I fit right into their idea of what client service should be. Nordstrom’s believes that you “Hire the smile and train the skill”. Use good judgement in all situations. Nordstrom’s and Keller Williams Realty have a similar cultural focus . They believe that “Values, Integrity and Character Matter!” I would add another to that list: Discretion. Not all sellers are happy and what you know about your client must stay private. They may be going through a short sale, a foreclosure, a divorce, a illness or death of a loved one. Be the person they can trust and count on.
Daily I see poor examples of marketing done by agents. Poor photos, or none. Don’t answer their phones. Don’t return email inquiries. Don’t follow up or follow through. Be the Realtor who does and who can. Not the one who doesn’t or can’t. Or, won’t.
In real estate the agents who are living the PPP, and have high standards will always continue to be the 20%. Happy Customers equals a Successful and rewarding Career.