Archive for July, 2010

What is a Satisfied Customer?

July 7, 2010

We’ve talked about quite a few things since I wrote my first post several months ago.  We’ve talked about how important it is that people looking to purchase or to sell property use a qualified Realtor® throughout the entire process of buying or selling.  We’ve talked about what a brave new world it is out there now that we have all these new ways to connect with people, making it much easier to show them what’s available.  We’ve even talked about how Coldwell Banker, The Real Estate Shoppe, Inc. views its role in helping people.  Today, though, I want to talk about what buying or selling a home should be like if you’re satisfied. 

On our website we have a space reserved for people who want to share what it was like working with representatives from Coldwell Banker, The Real Estate Shoppe, Inc.  Now, this is not anything new, but it really does allow us to better understand how the experience impacted our clients. We simply ask if they would change anything about the process.  Most of the time we get some great comments:   “Excellent communication and team effort getting the job done.” “I honestly don’t know!  I know a lot people in GC and you will come very highly recommended!  You were all a blessing.”  “Thanks for the advice, patience & professionalism. You and you staff made this long-distance transaction possible.  I especially appreciated your positive attitude & sense of humor with which, together, we overcame each problem or setback.”  We get a lot of responses that are similar to these; and that’s great, because that means that we’re doing something right.  Because we have done our job, people are satisifed with their experience, and there is no price that you can put on that.  So how do we do it?

Build Trust:  Trust is key to having a satisfied customer.  Everything we do is designed to develop trust with an  individual.  From the very first time that someone meets us (hopefully that’s on our YouTube channel) we want that person to take solace in the fact that they have the very best people, with the very best resources available to them. 

Talk to your clients:  Those clients or customers who come to us looking to purchase a property have an idea about what they are looking for, but they will undoubtedly need to be focused a bit more.  We make sure that  every property we take a potential Buyer to has a significant number of elements that best meet that Buyer’s needs.  So whether it’s price point, or a school district that’s most important to our Buyer, we do our best to match them up with the best property for them.

Be Available:  Selling real estate is not a traditional 8 to 5 job.  This business requires Realtors® to be available to their clients and customers when they need them the most.  That’s one of the most important things that I always tell our agents at Coldwell Banker, The Real Estate Shoppe Inc, we are there to help people through one of the most difficult, stressful and exciting times they will ever experience.  So, if that means that we talk to a client at 8 in the morning or 11 at night, that’s what we do.

 Work for Your Clients:  Realtors® are in the business of matching people with properties.  That being said, we need to make sure that we are working to get our clients and customers the very best return on their investment.  That means if the Seller has a certain dollar amount their home must go for, then my job is to make that transaction happen by using my network of resources.  If a Buyer wants to live in a certain neighborhood, then my job is to find a house in that neighborhood.  But more than that, my job is to manage expectations.  As a real estate professional, I know what’s realistic to expect from the market.  I must communicate that to my clients and assist them in developing a strategy that maximizes their ROI.  It’s about the customer and client, not the Realtor®.

Love what you Do:  I can honestly say that I love what I do.  My people love what they do.  That’s when the very best work is accomplished.  We do as much as we can to foster a culture that values skill building and professional advancement.  Our agents have access to the latest training, the best tools, and our industry knowledge at all times.  The great thing about it is that when agents are assisting clients, we never have to worry about whether or not they are doing great job.  Simply put, they don’t know any other way to do it.  But it’s only that way because we love what we do and we care enough to make sure that people who work with us understand that.

So today we talked about what it takes to make a happy customer. Take this information and use it. From one Professional to another, I hope it works!

Judy Nusser is the Managing Broker at Coldwell Banker, The Real Estate Shoppe, Inc. in Garden City, KS.  Be a Fan of The Real Estate Shoppe, Inc. on Facebook.  Judy can be reached at jnusser@gcnet.com or you can log on to their website,  www.gccoldwellbanker.com.