Nov. 18, 2012

Customer Experience

Bart's Musings

I'm really blessed to be able to do what I love for a living!  One of my main goals at all times in my business is to differentiate our team from the rest of the real estate industry.

Most of the general public thinks of real estate agents as commodities... believing that we all pretty much do the same thing.  But just like anything in life, there are major differences when you look closely.  Last year our team sold
17 times more real estate than the average teamor agent.  How do we do it?  And how will we do it better?

Each quarter I try to implement "things" into my business that improves operations.  Whether it's a new marketing strategy, creating a newsletter, building a better listing presentation, whatever... we're always looking to better our position within the marketplace. 

My focus for quarters 2,3, and 4 of 2012... is client experience.  In the real estate business most agents do things the way most every other agent does.  And because most agents are average at best... this leaves a huge whole in the client experience.

We are dealing with your biggest asset or purchase, making the experience as smooth as possible should be every agents top priority.  But because the real estate transaction can be difficult and stressful, most agents concentrate on that... and their feelings, instead of that of the client.

It seems today in society we have come to expect average service.  At restaurants, the airport, grocery store, wherever... average seems to be the norm.  And when someone gives good service it really stands out.

So with all of that being said, the first thing I've done to improve client experience in my business... is to hire a Client Care Manager.

Her role will be to cultivate new leads into clients, contact our listing clients every two weeks whether they've had a showing or not, and stay in touch with all of our past clients and sphere of influence.

I'm very excited about the new addition to the team.  And look forward in providing the best client experience in all of Northwest Indiana!

Thanks for reading! 

And please keep us in mind for all of your real estate needs... and for anyone you care about needing our services.


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