A 2018 Trend You Can't Afford to Ignore: Customer Experience | "Bailey's Heart and Potter's Wisdom"

What these statistics say to me is this: REALTORS® need to get serious about making their customers’ experiences more than memorable — they need to make their experiences astounding.

So, how do you make their experiences astounding? Here are some tips.

Be proactive, not reactive: Up until now, the world of customer satisfaction has been about reacting to problems customers had. But today, in the new “customer experience” economy, it’s about preventing problems by ensuring the experience is not only problem-free, but also, as I mentioned earlier, astounding. To do that, carefully map out the journey customers have with you, from the first time you meet them and then at every contact point afterwards. This will help you think ahead to prevent problems.

Keep the focus on the customer at all times: I know, the world of real estate is crazy, things pop up all the time, and it’s easy to get distracted and lose focus on the customer. But remember, it’s ultimately the customer who pays the bills. Keep a reminder on your desk, on your phone, in your car — something as simple as a post-it note with “The customer is always #1.” Or, before you do anything, ask yourself this question: “How will this help my customer?” When you take care of the customer, other problems take care of themselves.

Do a weekly research on “above and beyond” service: The beauty of living in the information age is, well, there’s a lot of information out there. So take a little time each week to find some examples of how other REALTORS® and other businesses are taking customer experience to the next level and then up your game with what you find.