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"V" is for Value: The Customer Experience

Tuesday, March 12, 2019   /   by Amber Tice

"V" is for Value: The Customer Experience

The customer experience is my favorite part about working in an industry where people come first.  Making sure my clients experience is top notch is super fun for me! I LOVE hearing someone talk about how beautiful our office is, or how easy it was to get a hold of me, or how wonderful it was to get my thank you card in the mail.  It really does warm my heart to make my clients feel important, special, and valued.


I think customer service has gone out the window to some extent these days.  Especially with the explosion of the internet, getting a good customer experience almost feels impossible.  How many of you have had a bad experience from booking a bed and breakfast online? Me! Just recently I had an experience where our lodging was misrepresented VERY badly, and I believe it all stemmed from the online way of doing business.  It’s almost as if SOME business owners don’t care anymore because they don’t have to look you in the eye when everything is done online. Real Estate is no exception. The online experience IS happening, but that doesn’t mean we stop focusing on the needs of our clients.  


Here are some great reminders on how we can guarantee a great customer experience:


Making things easy right from the start is a good way to ensure a great first impression.  


  • FOR HOME SELLERS:  Was it easy for you as a home seller to find the website you are looking for?  Is your real estate agent readily available when you need them? How easy was it for you to make an appointment with your agent?

A person’s time should be treated as something you value.  


  • FOR HOME SELLERS:  When you first met with your agent did you have a long wait?  Is your agent on time for appointments? Is their office space set up with your comfort in mind just in case you do have a short wait?

A friendly smile that turns into an informational visit that doesn’t feel rushed is important.  


  • FOR HOME SELLERS:  Were you greeted when you first walked into your agent’s office?  Were you offered a beverage, or refreshment? DId you feel like you got the information you needed from your agent while visiting with them?  

Following up with a phone call or hand written card speaks a lot about you.


  • FOR HOME SELLERS:  Whether you have a real estate agent at your side at this point, or not pay attention to the follow up when the conclusion of your transaction happens.  Did your agent ask you for feedback, for a review, or give you a call to see how things are going? Have you received any snail mail thanking you for your business?  

I LOVE handwritten notes.  This is a great way for me to stay in contact with past clients.  I think what I love most about them is when I get updates on what is going on with their families!  Just this weekend I received a text from a client from last summer. She had received a card from me in the mail, and sent me a photo of their brand new baby boy.  My heart was so full for them!


Ok people… there you have it… my two cents on the customer experience.  If you would like to know more about me give me a follow on Instagram @ Beautiful Spokane Living

 

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Haven Real Estate Group
Cambria Henry
304 W Pacific Ave; Suite 360
Spokane, WA 99201
509-590-4701

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