There was an ad on the radio yesterday that made me think about the real estate community and our response to the downturn in the economy and more specifically, the real estate market. So many Brokers are cutting service to the bare minimum in order to stay afloat in this sea of trouble.
The ad I heard was for a car dealership and they were doing what I believe needs to happen in all service industries and actually, in all
business period. We all have seen many auto dealerships closing up shop because they were not able to make ends meet. This dealer had a different idea and I think it might help everyone to hear about it. This dealer is providing more, not less service. They have increased their attention to the service department, offering free towing and increased hours. Believe it or not they are serving full breakfast to the people waiting for the repairs and maintenance appointments. Obviously they have reacted to their economic fears in a proactive way. They will create an environment where people will choose to spend the money that they do have.
Far too many people in our country have lost the concept of service. In the real estate business I have seen agents who seem to feel that their active clients should pay for the ones that did not work out. I have seen an attitude towards service in agents that shocks me at times. These are the agents that will not prosper in this market.
The key we all need to remember is that people, our potential customers and clients, have a choice. They want to feel that they are paying for something of value. Rather than scaling back efforts and cutting services we need to find a way to provide more services but we need to do it in a smarter way. If we can't afford to write checks for all the bells and whistles of the prepackaged service plans and lavish catered events then get out the frying pan and cook it yourself or find a willing victim, I mean volunteer, among family and friends who can help you. Barter with other professionals for services that you can provide for them if they will provide your business with an edge that says I care about you. It is the quality of service that will bring customers and clients to your door.
We have a whole lot of adjusting to do in order to thrive in this economy. Start by adjusting your own business plan and don't forget who is paying your bills and give them the attention and service they deserve. I am sure they can go elsewhere if you don't.
Click Here To Search For Properties In The Greater Hudson Valley
Paddy Pizappi, Associate Broker for Buyer Representation
RJ Smith Realty - A Real Estate Solutions Company
Serving the Greater Hudson Valley of New York
from Pine Bush, NY at the corner of Orange, Ulster, and Sullivan Counties
Call or Text to 845-800-7086
Get Started With Your Own Rainmaker Blog Today Click Here To Ask Me How
Subscribe to Hudson Valley Happenings With Paddy Pizappi via RSS feed
Hi Paddy! This is a wonderful example of thinking outside the box--customer service is one of THE (if not 'the') most important aspects of our job; being the agent or the team or the firm out there that provides the UTMOST in customer service is going to go a LONG way in this market.
And, I love the dealership's idea--I'm attracted to proactive thinkers and this one has gone above and beyond for his customers and WILL reap the rewards!
Paddy, thanks for the post. Customer Service is all important in the service industry. Market knowledge will help also.
Thank you Debe. I thought his approuch was awesome. I can just see them frying eggs and serving coffee in the waiting room.
You are right Gabe - market knowledge is part of the good service we ned to provide. Thanks
Paddy,
Another great post! Service is everything!
Hi Paddy,
We can't get so "focused" that we forget the service. Excellent reminder.
All the best!
Thank Cherimie Like I said great minds think alike
Best to you too Bill. Service is the key to survival.
In the bubble days, it was all about new Realtors picking off low hanging fruit. There was so much business, many didn't have to learn or practice quality service. I would suggest all Realtors read books like Purple Cow. It is all about exceptional product and exceptional service. Very few commodities sell themselves, especially now.
Paddy -- oh no, don't tell everyone this!!! I have been doing this all along.... a higher level of SERVICE! When it was a seller's market, I rarely saw any listing agents until the closing! If my buyer wanted some information the response was "You're the buyer agent, get it yourself!" Nice.... Now, it seems, people are starting to change and I think it is for the better!
Thanks for the great post Paddy. There is no excuse for not providing excellent service to your clients, regardless of industry. Congrats on the feature.
Hi, Paddy! That car dealership is right on! By the way, I'm subscribing to your blog... :)
Good customer service is what separates the professionals from the others. Thanks for keeping it in focus.
I will have to check that one out Joe. Thanks,
Joan don't worry many won't hear what I say or will not believe me. Keep on keepin on and you will be on top of the heap.
Thanks Dan and Amy. I did not even see the little star until you pointed it out.
I thank you so much Debi. Hope to get to know you better too.
Free breakfirst for waiting customers. That is a heck of service and that could easily buy my business.
You are welcome Cheryl. Have a great weekend
Good blog Paddy. Customer service is key in any market but noticed by far more in a slow one. I wrote several months ago in mine about answering your e-mail and calls and staying on top of the service you provide and you will not only survive but thrive! Thx, Karen
I thought so too Huiting too bad the dealership is across the river from me. Just a bit too far for my local service but a great idea.
So true Karen. Service has always been my top goal and now it is really paying off.
A great post. Customer service is key and seems to be lacking today.
We are in a retail business and customer service has always been an important part of it.
Now how can I get a hot plate at my desk? Great post, Paddy.
Paddy - that is awesome that this dealership is truly thinking outside of the box and offering more and unique service to attract customers.
Paddy - I used to work for one of the top rated (for customer service) companies in the world. When they brought in a new CFO he focused on numbers and the first thing to be cut was service. It took about 7 years, but that company was no longer in business. Maybe I should send you post to where I take my vehicles in. I could use a complementary breakfast!
This is a good example of how to think outside the box. Right now some car makers are allowing you to return your vehicle if you lose your job. While that is also thinking outside the box, I believe we are already seeing to much of that (returning things) in the real estate market.
Paddy - very good point. Selling the cars is a very competitive business, so is the Real Edtate sales. However you are right about poor sevices by many agents. That always amazes me. Why while serving individual clients some agents manage to forget about personalized SERVICE?
The problem is that we don't have real shops to serve our clients and can't set the customer service standards for each practitioner. However each of us can do it and most of us here do it every day. Great post!
Hi Paddy, more service is a "differentiator" that can bring you added business. A subtle, yet powerful point you make here from your observation in the auto industry.
Don't tell other agents this! I picked up a listing this week and the guy listed with me, not the agent he bought it from, because after he had a signed contract, he said she had horrible follow thru and customer service. I didn't even have to interview to get the contract, because a buddy of his bragged me up that I was the best around. When I walked in the door, he asked me if I had brought my contracts with me. I was stunned--and thrilled. My reputation means the world to me.
That car dealer will not jut survive, but thrive with that kind of thinking
One aspect of additional service is staying more in touch - knowing more about what's going on in their lives, and letting them know you care.
Paddy are you reading my mind? lol. I had been thinking about this for a few days as I had a conversation with somebody who owns a small business and she was saying how slow it was, bla, bla, bla, people were not coming in. And this is what I basically told her. Wouldn't you want to get the people in no matter what even if you offer something extra, something for free, anything that is above what is expected (what you get everywhere else).Rita
Paddy, what a great blog, I want eggs over easy... Don't forget that one of the best services you can offer clients is to introduce them to a competent stager who also provides great service. All agents should be partnering with professional stagers. Remember, if it is not in your budget, you don't have to pay the fee. But introducing your client to a competent professional at least gives them the opportunity to decide if they want to secure the most equity through staging. Even just a consult with suggestions the client can implement will make a huge difference for your client.
Customer Service is KEY!!! That goes with Cable providers, cell phone providers, etc. That is a make or break for me. I always hated comparing Realtors to car salesmen...but that isn't so bad:)
Paddy: Thanks for your post. I appreciate it! The only thing that separates us from the rest of the pack is the service we provide. It is our choice. The way I look at it is this. We want to build a strong business based on referrals and recommendations from our customers. The only way to do that is to provide over-the-top service they will remember. Anything less and we run the risk of our customer straying. Thanks again for the reminder! Have a nice weekend!
Hey Paddy: Service is what the public demands and service is what we must provide. Always give them MORE than they expect to receive!
Hi Paddy - How right you are! It's always those who give the exceptional service and go the extra mile that become the most successful.
Hi Paddy,
I think you are bang on and it goes for all industries. Those that create buzz with excellent relationships and service will win in the referral and repeat business areas.
Treat people how you would like to be treated! Being told you are appreciated goes amazingly far. People will work harder for recognition ( a thank you, etc) than they will for a dollar.
All the best,
Dorinda
Senior Manager, Send Out Cards
www.sendoutcards.com/bymail
Try it!
Paddy...
The Good Year in our area has started a promotional program that includes more service than any of us can handle. Granted they're talking tires and car repairs but they're headed in the right direction by one upping the competition :)
TLW...ROAR!
What a great idea so thanks for passing it along to all of us.
Hi Paddy -- Yes, service is the key, not only to making a current client happy, but just as if not more important: to create a client for life with repeat business and referrals. There is no substitute for a stellar performance, regardless of market conditions.
Maybe it will force people to be more service oriented again. Customer Service used to be popular but it's died out, unfortunately the last 10 years. It's amazing what being polite, caring, being of help/service can do for us all. Hope it jump starts things again for all the right reasons.
Patricia Aulson/Portsmouth NH
I agree with Patricia (above) -- it seems like customer service has gone down the toilet over the last 5 to 10 years. In real estate it is all about the relationships you make and if you aren't providing the SERVICE clients need before and after the sale of a home, you aren't going to survive in this business.
Excellent post. Customer Service is so often forgotten. All business owners, not just Realtors, could benefit if they remember the client has a choice.
Smart move on the dealership's part - to look for another way to create revenue (through the service department!) Keeps their boat floatin'.
Paddy Good customer service is the core of any successful business. You are correct in your assumption that even more special service is need in this environment.
Paddy, you said, "Rather than scaling back efforts and cutting services we need to find a way to provide more services but we need to do it in a smarter way.'
Good market
Bad market
It is all about them.
1st, congratulations on the feature. Second, YES - you are correct. A bad market is like flushing the toilet. Only those that have always given good service maintain. It seems like the others SCRAMBLE! Great blog sista
i couldn't agree more Paddy....great service will keep'em coming back time after time!
I think this car dealership has the right idea. It makes sense to take great care of our clients.
Happy Easter Paddy! I love when I see my friends on the featured page :) Excellent post -
I LOVE THIS LINE OF YOURS!!! "don't forget who is paying your bills and give them the attention and service they deserve."
The biggest problem with our previous "hot" market was a lot of agents forgot they were supposed to work for their money.
Hi all
I am thrilled with all your comments and have read them all. I con't take the time this morning to respond to each as I would like but Thank You for your instights into this topic. Now I have to get to serving my clients so I can take a few days off.:)
Paddy--Great post as all the others have said, but it is worth saying again. I haven't visited you lately, but I am glad I came today. Congratulations on the Gold Star, too. Mary
Thanks Mary. I am glad you stop in once in a while Have a good week.