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|  Setting Marketing Strategies Analyzing the Business Climate Creating Your Market Identity Planning Your Advertising Coordinating Company and Salesperson Marketing Developing Public Relations Strategies Enhancing Customer Service | Enhancing Customer Service Services Customers Want Most According to the 2004 NATIONAL ASSOCIATION OF REALTORS® Profile of Home Buyers and Sellers, buyers say what they want most from their real estate professional is:
Customer Services That Can Set You Apart It’s often wiser to grow your business by selling more services to the clients you already have than acquiring new ones. It never hurts to have something extra to offer that goes beyond customer expectations.
Tips for Overcoming Bad Customer Service One bad service incident probably won’t sour a customer on the company, if you act promptly to make things right. When problems arise:
TIP: Turn a dissatisfied buyer or seller into a happy one by listening, listening, and listening some more. Make sure you have all the facts. Then do everything you can to resolve the problem quickly and smoothly, even if the complainer is in the wrong. —Hal Kahn, CRB, CRS, The Manager’s Guide to Real Estate Marketing, Real Estate Brokerage Council™ of the REALTORS® National Marketing Institute TIP: Don’t just aspire to adequate service with few complaints; strive for exceptional service that will amaze the customer. —Kathy McKenna Harmon, CPM , ARM, MMA Inc., Minnetonka, Minn. 3 Questions for Assessing Customers’ Service Needs > | |