Deep Thoughts: Customer Service

“The purpose of a business is to create a customer…who creates customers.” –Shiv Singh, Global Head of Digital for PepsiCo, adding on to the famous Peter Drucker definition of business

Shiv Singh was using this to define social media and influence, but I can’t think of a better use of that quote then when trying to define how you build a successful real estate business. Whether it is the hand-written testimonial or the review and ranking on Zillow or Trulia, this industry always will come back to the referral.

Any retail store worth shopping at will have customer service at the top of its priority list. The amount of money changing hands may be trivial, but retail understands that there is no business without a customer. When participating in any kind of real estate transaction, there is so much more at stake than that everyday retail deal, which is exactly why the level of customer service must be so much higher. In many cases, as an agent you are dealing with the biggest investment of a person’s life; the kind of deal that must be done exactly right because there is no 30 day return policy.

Buyers and sellers need a coach, a therapist, a communicator, a marketer, a negotiator, an expert. You need to be all of this to make your customers happy, which is exactly what the end goal of all great agents should be. Our truly remarkable agents at Coldwell Banker often work with their clients for life, and then go on to help the future generations. They become friends, confidants and sometimes even family. All of this happens because a fantastic customer service experience creates trust in your client. The trust that you can guide them, that you can teach them and that you truly want to help them. How have you shown truly remarkable service to your customers lately?

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