Rate Your REALTOR® – Should You or Shouldn’t You?

rating copyWhy is everyone afraid of this concept?

Whenever this topic comes up for discussion, some REALTORS® start running for the hills. Not at Coldwell Banker Pinnacle Real Estate! We have been asking our customers to rate us for over 17 years. Our Ultimate Service program includes a customer survey which is sent to every buyer and seller who completes a transaction with our company. We actually ask people how we did! It’s no surprise to us that we receive a 98% favourable rating from our clients, and have for many years.

Many REALTORS® fear that if you let people rate your service, that the only people who will respond are those who want to complain. Sure, every once in a while, a buyer or seller does not have the perfect experience. That can happen for any number of reasons, and it is not realistic to think that it never will. At Coldwell Banker we just ensure that it is the rare exception, not the norm.

Every day we are now asked to rate our experience. How was your meal? how was the service? how was your stay at our hotel? how was your flight?… I am sure you have been asked your opinion many times, and perhaps responded only a few times, or maybe not at all. Some companies even offer you an incentive, whether it’s a chance to win a shopping spree, or a free appetizer. These companies are trying to improve  your customer experience, and they are not afraid to ask for your feedback.

At Coldwell Banker Pinnacle Real Estate, we welcome your feedback. If we can provide better service, let us know how. If your buying or selling experience was not as good as you expected, let us know, so we can improve how we service our next client. Our focus is on making sure that you, the client, receives the best possible service, and that you would recommend us to a friend – the greatest compliment we can receive, and the best endorsement of the service we provide.

If you want the best possible real estate experience, when you are ready to buy or sell real estate, call Coldwell Banker Pinnacle Real Estate. Only by working with one of our professionals, will you experience the highest level of customer service. And when we ask you to tell us how we did, please do!

A GREAT CUSTOMER SERVICE EXPERIENCE!

This month we have been talking about Coldwell Banker® Pinnacle Real Estate’s Ultimate Service® and what that means for our clients and their home buying/selling experience. Today I would like to share with you a great customer service experience I had this week.

My daughter was home from university and asked if we could get her cell phone upgraded. Immediately I thought, OK that will take an entire evening. So we headed off to the Bell Mobility store to get her new phone.

Upon arrival, we were pleasantly surprised to see there were no cars in the parking lot. My daughter said, “Well we won’t have to wait long.” We were helped by a young man by the name of Marco. Right from the start I’m thinking this guy knows what great service is all about.

First he introduced himself and asked how he could help. My daughter told him what she wanted to accomplish with regards to her new phone. He listened very intently and asked more qualifying questions and again listed very carefully to make sure he had all the necessary information.

After taking this information, Marco provided my daughter with all the options available to her. Not once did he try to sell her on any particular service but rather counselled her on what package would fulfill her needs at this time.

After my daughter chose the new phone and service package he made all the necessary changes to her account as well as transferring all the data from the old phone to the new one. He did this without being asked. No one has ever offered to do that for me in the past. My daughter was very thankful.

So to all the customer service providers out there, including all you REALTORS®, take a lesson from Marco. Listen to what your client needs and wants, and make sure you provide your clients with all the necessary information, and options, to make a sound decision.

If you are looking for a REALTOR® to provide the same high level of service that Marco provided, then call one of our Coldwell Banker® Pinnacle Real Estate professionals.

WHAT IS ULTIMATE SERVICE®, REALLY?

Ultimate-Service-new-smaller copySince Ann and I have started this blog we have talked about  Coldwell Banker® Pinnacle’s ULTIMATE SERVICE® on several occasions. We have talked about our 98% Customer Satisfaction rating which we have achieved for the past 17 years. I wanted to take this a step further and ask the question, “What is ULTIMATE SERVICE®?

Let’s start with the definitions from the Encarta Dictionary for North America:

Ultimate – greatest, most nearly perfect, or highest in quality

Service – work done by somebody for somebody else as a job

Well, based on these definitions, I would say Coldwell Banker® Pinnacle Real Estate is doing just that – providing ULTIMATE SERVICE® to their clients.

How do we do that, you might ask? The following are a few tips of an ULTIMATE SERVICE® provider that can be used to improve any business, or to seek out when choosing a REALTOR®.

Friendliness – Most consumers are looking for companies and people they can trust. First impressions are very important. Does the client even like the person on the phone or behind the desk or service counter? If you are not coming across as a friendly voice or someone they can feel comfortable with quickly, you may not have a chance to get to the next level.

Smile – Did you know you can hear a smile over the phone? How about a frown, a smirk, or even lack of interest? If you want a potential client to believe in you, you have to earn their trust. As a service provider you need to make sure your enthusiasm and desire to work with that particular client are matched by your attitude and what you say. So put a smile on your face, it can go a long way to earning the trust of your client.

Communication – The #1 Complaint from consumers about REALTORS®, according to the National Association of REALTORS®, is lack of communication. Most REALTORS® are afraid to be the bearer of bad news so they are reluctant to call their clients. Studies show the quicker you communicate the better for everyone. If the REALTOR® has delivered the information, good or bad, the stress of making the call has been relieved and the client is now fully informed on the situation and the sense of trust will grow. Communicating in a timely fashion is a huge reason consumers remain loyal to individuals and their companies. They know they can trust the company or person to keep their best interests their #1 priority.

Listen – I think listening is the most important part of communicating. We’ve all heard the saying, “you have two ears and one mouth – use them proportionately”. Listening is a skill. To be successful service providers you need to learn and practice being a good listener. Consumers want to know they have been heard and you fully understand their concern or frustration. Knowing how to respond correctly is another skill. You need to show some empathy and allow your client to explain themselves fully before you try to solve their problem.

Exceed Expectations – Before you can exceed expectations you need to set expectations with your clients. Always do what you say you are going to do. If you can’t do it don’t say you will do it. In today’s real estate environment the level of expectations by consumers is so low you can rise above the pack by just doing what you said you would or following up when you said you would. Want to take it a step further? How about answering a query from your client tonight instead of tomorrow like you told them or sending a personal note or card saying how much you appreciate their business? Little touches like this will definitely set you apart from the pack!

Our Coldwell Banker® Pinnacle Real Estate professionals excel in all these areas and that is why we have had 98% Customer Satisfaction for the past 17 years. If you are looking for a brokerage who provides this kind of service or if you are a REALTOR® who would like to belong to a team who provides this high level of service please feel free to contact us anytime.