New This Month
Print Article Archives
Reprints / Subscriptions
Editorial Calendar
Media Kit
Popular Features
Architecture Guide
Cost vs. Value Report
Good Neighbor Awards
Handouts for Customers
Top 100 Companies
Take a Quiz
30 under 30
Young Professionals
REALTOR® Emeritus
Architecture Guide
Cost vs. Value Report
Good Neighbor Awards
Handouts for Customers
Top 100 Companies
Take a Quiz
30 under 30
Young Professionals
REALTOR® Emeritus |
|
IMPROVING CUSTOMER SATISFACTION |
|
||
|
|
“If you have one person who's happy with you, they’ll provide you with seven more real estate transactions during your career,” says Jim Pugliese of Jim Pugliese Seminars in Guilderland, N.Y. 4 Ways Customers Judge Your Service 1. Response time. How fast were you able to solve any problems that arose during the sale. Today, good service isn’t enough; you must exceed client expectations to stand out. Return calls in 60 minutes or less, for example. —Robert Mirman, Turner & Conaway, Vista, Calif. 2. Honesty. Did the clients feel that you were giving them the correct information? If you don’t know the answer to a client question, don’t try to fake it. Instead promise to find the answer for them in 24 hours, and then do so. 3. Added value. Do clients perceive that your work made the sale faster and less stressful for them. Benchmark your actual performance on each home to the average days on the market in your area, and let clients see how you measure up. 4. Accountability. If you make a mistake, admit it, and do your best to correct it. Sometimes, all people want is the acknowledgement that a screw-up occurred. —Danielle Kennedy, International Speakers Bureau, Dallas. 4 Reasons Customer's Don't Come Back—and Solutions for Keeping Them > |
|