"To serve is beautiful, but only if it is done with joy and a whole heart and a free mind." Pearl Buck |
The pure truth is no matter how you slice it, real estate is a service business. Without knock-your-socks-off service - and the heart of a servant - you will die a slow and excruciating death in this profession.
This is why it's absolutely imperative that both you and your team keep service at the top of your mind day in and day out. If you don't, apathy will sneak in like a termite and slowly chew through the weight-bearing pillars of your business. And then, collapse.
Every member of your team needs the same exact commitment to service - just like in sports where teammates wear the same uniform - their service needs to look the same with everyone they meet in your business. Every prospect, client, vendor and even team member should walk away feeling like they received the best possible service they could get.
Remember, people can only respect and enjoy what they see or hear. Agents and brokers can talk all day long about their superior service, but if their clients or prospects don't see or hear it, it's as if that service never happened. It's the old adage: actions speak louder than words.
How can you get your team to adopt a servant's heart? Here are four tips to revolutionize service in your business:
1. Identify customer expectations. At the end of the day, it only matters what a person perceives. You might believe you're offering unparalleled service, but if the customer doesn't see it or feel it, it doesn't matter. Take time to find what truly matters to everyone you and your team serve -- learn what they expect then pinpoint ways to exceed those expectations.
2. Think specifics. Service can be kind of vague, so it helps to discuss the specifics with your team. Have your team start taking note of service they receive in their daily lives and then add these examples to the agenda of your team meetings. Talk about how you can implement new ways of serving clients and prospects.
3. Highlight successes in service. Share examples of your team giving service regularly with your staff and take time to recognize all efforts of service. If service is going to be a priority for your business, then shine the spotlight on all instances of excellent service. When your team members realize their efforts won't go unnoticed, they'll be more likely to give their best effort every day.
4. Link customer service to your bottom line. Make sure your team realizes that happy customers are what real estate is all about. It's what brings in the money. Happy clients are the ones who will be more likely to use your company again and refer others.
Let me hear from you. How does your team's commitment to service stack up to your competitors? How often are you verifying that service is staying top-of-mind with your team? What can you start doing today to make service more important in your office? Bob Corcoran, national speaker and author, is founder of Corcoran Consulting Inc. (800-957-8353), an international consulting and coaching company specializing in performance coaching and implementing sound business systems into residential brokers' existing practices. Contact Bob at "Article at CorcoranCoaching dot com".
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