Expand Your Education with These Courses from
The Psychology of Consultative Selling: Skills for Sales Success: Part Four.
Expand your education through NAR's REALTOR® University: A Consumer Advocate Approach to Mortgages: Course 2.
A Consumer Advocate Approach to Real Estate & Mortgages: Courses 1 & 2.
Accredited Buyer's Representative.
ACE: Purchase Reverse Mortgage Course.

Customer Service Singalong: I Want to Hold Your Hand

Have a comment on this article? Share on Facebook!

By Jose Perez

customer_service_survey_excellent“I’ll tell you something
I think you’ll understand
When I say that something
I want to hold your hand.”

Beatles lyrics? Yes! Something businesses need to internalize in order to satisfy today’s consumer? Definitely!

When you get great customer service at a restaurant you leave a great tip and then tell all your friends about it. When you shop at a place like Nordstrom’s aren’t you happy to pay more? Ever been to an Apple store?

What do all these businesses have in common? You guessed it—they hold your hand!

Why is exceptional customer service so important for these businesses and not others? Exceptional customer services all starts with the modern consumer.

What does this consumer look like?

• Today’s consumer is highly educated;
• Today’s consumer has many choices where they can spend their money;
• Today’s consumer consequently has extremely high expectations regarding their experience with anyone they do business with, and;
• Today’s consumers demand satisfaction.
• What happens if they don’t receive the customer service they’ve come to expect? They take to the Internet and complain: Loudly and publicly.


Where does this leave real estate and customer service?

Modern companies spend millions of dollars annually improving customer service models. They are intent on training their employees to internalize the “I want to hold your hand” mentality.

Have you ever flown Southwest? Doesn’t this sound like their employees? Customer service like that doesn’t happen by accident. It takes hard work and lots of training. And most importantly, clear leadership from management.

I realize in our industry we are dealing with independent contractors, but the need for this sort of philosophy is even more important due to the dollars involved.

How we can make this happen in our industry? Maybe 2014 will be the year.

Jose Perez is the founder of PCMS Consulting.

For more information, click here


Have a comment on this article? Share on Facebook!

Join RISMedia on Twitter and Facebook to connect with us and share your thoughts on this and other topics.

Leave a Reply

Your email address will not be published. Required fields are marked *

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>

Copyright© 2016 RISMedia, The Leader in Real Estate Information Systems and Real Estate News. All Rights Reserved. This material may not be republished without permission from RISMedia.

Content on this website is copyrighted and may not be redistributed without express written permission from RISMedia. Access to RISMedia archives and thousands of articles like this, as well as consumer real estate videos, are available through RISMedia's REsource Licensed Content Solutions. Offering the industry’s most comprehensive and affordable content packages. Click here to learn more! http://resource.rismedia.com

Our Latest News >>