Arizona Home Talk

How would you describe the state of customer service today?

Well, it’s certainly easier for most people to come up with poor customer service stories than it is for them to come up with exceptional ones. The good news is that it doesn’t take much to make an “ordinary” person feel like a star! Just give them your full attention and do what you can to go the extra mile.

What can service providers learn from Hollywood about how to treat their customers?

So many things - but I’d like to share this one here: Be Trustworthy! Celebrities are some of the most insecure people on the planet, because so many people are out to take advantage of their fame. They tend to feel comfortable doing business with people they know they can trust. There’s a great story about this in my book in the chapter called ‘The Booger Principle.’ (You read that right!)

The same is true of non-famous people. When it comes to realtors, auto mechanics, anyone with something to sell, we don’t know who we can trust. It’s tempting in a down market to lead your prospective clients onto paths that are not best for them in the long-run just to make the sale. However, people will only buzz about your service if you did right by them. Let your clients know that you are in their corner - and eventually, what goes around, comes around.

What do customers want from a service provider?

They want friendly service, quality products, efficient systems, and attention to detail. They want someone to listen to their needs, and stay with them until their problem is solved or their question is answered. They want you to respect their time.

Master those basics, and you deliver great service. However, it’s what they don’t know they want that truly WOW’s them! That’s an experience that is unique, personalized, and unforgettable. An experience that makes them stop short, get excited and run out to tell all their friends. It’s when you can master that kind of service that you are giving your customers The Celebrity Experience.

How can I give clients “star-treatment” in an industry plagued with negativity and worry such as the housing market?

It’s even MORE crucial in today’s market that you differentiate yourself by giving your customers the star treatment. Many people are waiting to sell their houses until the market improves - so realtors have more competition for fewer customers. You can stand out in the sea of available realtors by going the extra mile for your customers. Terry Booth, a realtor in Nashville, TN gives every client a celebrity gift bag she created, uses her background as an interior designer to give them decorating advice, and brings gifts for the kids or the pets to the closing. These special touches differentiate her service from her competitors, and her business is thriving…even in a down market.

How can I provide not only a special feeling of celebrity for my clients, but a feeling my clients will want to tell all their friends about?

It’s in the “and then some.” If you deliver good service to your clients, terrific! But….how are you different from any other good realtor that’s out there. Think about the EXPERIENCE you are creating for your customers. Think of a home sale as more than a transaction - it’s a life altering moment for your customer. How do you create an feeling of celebrating that moment? Perhaps you literally roll out a red carpet when they arrive at their new home. Perhaps it’s in your follow up. If your customers feel like you are trustworthy, you are there for them, and you WOW’ed them with “and then some” service, they WILL buzz about you to their friends. It’s up to you to create those extraordinary experiences that are buzzworthy.

Do you feel that times of economic turmoil provide more or less opportunity to create a “celebrity experience”?

Definitely more! Unfortunately, it’s what most people cut back on. Yet, the people who use this opportunity to give their current clients (and prospective clients) a little star treatment will find they have a thriving business when the market improves. In fact, if you’re less busy now due to economic conditions, you have a little extra time to come up with fun ways to surprise and delight your customers.