Despite what many people think, consumers do not want the best priced product. Consumers do not just shop for price. Did you know that price is not consumers first prioirty? The first priority is customer service.
I do not know how many people have read "The Thank You Economy" by Gary Vaynerchuk. It is a great read, and sheds light on the power of customer service and the correlation between service and social media.
People want to be acknowledged and appreciated. This is why when Amazon's CEO Jeff Bezos was looking into his apparel items that were being sold online that he found something interesting. The same products were being sold for 20% more on Zappos.com yet zappos was outperforming amazon on these products by quite a bit. We all know how that story ended. Amazon bought zappos in the hope that Zappos will keep the momentum it has and maybe amazon can learn a little from how Zappos is embracing customer service.
How annoying is it to call up to an automated system. It is very frustrating especially those voice automated ones where you find yourself screaming "REPRESENTATIVE". People want to feel special, and that is why many companies are going away from the automated systems. When consumers demand it changes happen.
In real estate there are many things that we do on a daily basis where we can improve our "Thank You" skills.
- How about writing 10 thank you cards a week?
- How about writing a Happy Anniversary Card a year after a buyer closed on their property?
- How about having an Appreciation Party for your customers?
- How about participating in the social media platforms?
There are many ways you can give consumers what they want. They want to feel special and it is our job to do this. If we always think about why we got into this business? To help people!!. If you always react to situations and make decisions on making those customers feel special and show them that you genuinely care you will continue the success you so deserve.
How do you make your customers feel Special?
David Serle
Vice President/Managing Broker
RE/MAX Services
561-912-3500 Office
561-912-3502 Direct
561-756-3104 Mobile
