Since 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.