[et_pb_section fb_built=”1″ _builder_version=”3.21.1″ custom_padding=”0px||”][et_pb_row _builder_version=”3.0.48″ background_size=”initial” background_position=”top_left” background_repeat=”repeat”][et_pb_column type=”4_4″ _builder_version=”3.0.47″][et_pb_text quote_border_color=”#011e5b” admin_label=”Text” _builder_version=”3.21.1″ text_font=”||||||||” quote_font=”||||||||” quote_text_align=”center” quote_text_color=”#011e5b” quote_font_size=”40px” background_size=”initial” background_position=”top_left” background_repeat=”repeat”]
There’s a big difference between customer service and the customer “experience”.
Being excellent at customer service will no longer set you apart as a real estate agent. Everyone understands how to excel at customer service. You must learn how to set yourself apart by providing an unmatched customer experience.
It all begins with getting people engaged internally before you can get customers engaged externally. People like working with those who enjoy what they do.
Jeff Tobe, author of Coloring Outside of the lines, developed what he called “the Harvey Principle”. You must learn to see invisible opportunities where other people see visible limitations. Opportunities lie where you can see a way to achieve things others say can’t be done.
Tobe says creating a customer experience is stepping back and asking yourself, what is my customer’s experience from the minute I make contact with them until they are done?
To create the best experience, you have to get your whole team involved. You must engage on the inside before you can engage on the outside. Tobe suggests getting your whole team involved in listing the customer touchpoints from the second they enter your parking lot. Include everything from clean restrooms to how they are greeted. Then, have your team choose the top three items on the list to prioritize. This exercise will create ownership of the customer experience that will make your team get more engaged, and the customer will notice.
Tobe says:
You must manage the customer experience.
You cannot let it be random. He cites Starbucks as an example of managed customer experience from the coffee beans being crushed every 6 minutes to make things feel fresh for the customer, to the furniture never looking worn out.
Turn every customer “touchpoint” into an opportunity for dialogue. Get a feel for their thoughts on emails to calls to open houses.
Every customer has a thought when they think about your service. It goes like this, he/she is a great realtor, but…. Before you can give an excellent customer experience, you must brainstorm and figure out what follows the “but”.
How do you pull-off a customer “experience”?
[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section]
