Posts Tagged ‘Customer Service’

Glenn Twiddle

How to Sell or List a Property every DAY by Some One Who’s Doing It

A note from Glenn Twiddle

(and a gift – download this interview with Chris, completely free – 25 min mp3 format.

Real Estate Training Tips – Chris Gilmour

click or right click and ‘save as’)

.

Rarely have I seen someone come along like Chris. Maybe twice.

And even rarer (ie never) have I had one of my serious hitters, someone who has had six figure MONTHS, offer to share, for an entire day, every secret they have, no holds barred, for such a low investment.

In fact, if he charged $3000, just half of one commission, it would be a bargain, but at the low price he’s offering to do this for, and with a double your money back guarantee, well suffice to say, if you’re not coming, you’re lfat out insane.

A guy who earned $135,000 in his first year and took that to $880,000 in his second, and in his third year, is on track to hit a million, well he DESERVES, no COMMANDS, your (and my) attention.

Visit www.ChrisGilmourTraining.com ,  grab a ticket, because this WILL sell out fast, and I look forward to seeing you there.

Input code ‘MENTORS’ and it will knock $200 off the ticket price, bringing it down to only $97.

Glenn Twiddle
www.GlennTwiddle.com.au/blog for a free gift

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Tom Caraccio

Dan Kennedy & Straight Shooting Sales Both Agree… “We are at the beginning of a New Economy”

The way Real Estate Agents sell their services has changed…Forever!

Those of you that know me and get my monthly Straight Shooting Sales Report would know that lately I have been talking about this new economy topic a lot.

The reason I have been talking about it so much is because this new economy has changed the way business happens. And if you don’t understand how it has changed, or what it means to you then you are destined to struggle soon if you haven’t already noticed a change. This whole new economy was one of the driving forces for us to launch the Rainmakers Inner Circle Coaching Membership, because YOU need a place to plug into for continual business and personal growth and success if you haven’t heard of it yet check it out here http://www.straightshootingsales.com.au/gift

But this post is not about that.

Recently I was reading Dan Kennedy’s new book, “Sales Success in the New Economy” and I came across a page of information that aligned with a lot of things I had been thinking about lately. Dan’s new book talks about the emerging new economy as it directly affects sales professionals.

Here are the new realities… my take are in italics.

  • All the power has returned to the customer/client and he or she knows they have it.

Information is at your customers fingertips. They search before they call. It’s not like it used to be, where they call the biggest or the best company. They know they live in a free market that is open to competition. Plus most markets compete on price not value.

  • The customer’s tolerance for anything ordinary – ordinary products, services, expertise, experiences, for the banal and commonplace, and certainly for incompetence – is zero.

Sad but true, you don’t need to agree with this but you do need to see it for what it is and understand it. You need to think experience, wow, exclusive, appreciation. People want to be cared for.

  • Money will be spent more judiciously, so it will be available only to sales professionals with a much higher level of knowledge, skill, preparation, discipline, and sophistication. A more cautious consumer, striving to be sensible and responsible, will be judging you and trying to determine if you are worthy of his/her trust before he/she buys from you. You will be under greater scrutiny.

Selling is finally becoming a profession. It will be institutionalised and will stop the dreamers wanting to enter it. The person who learns the psychology behind why people buy and studies human behaviour and sales and persuasion will be the sales super star of tomorrow.

  • You must genuinely earn your right to your customers’ interest and support by providing well-matched, specialised, even customised product, service, and value propositions. People now have the opportunity, power, and awareness to demand what is specifically for them and precisely matched to their needs, interests, and desires. They are not going to be on buying sprees, buying whatever is in your wagon that you want to sell.

You could sum this up nicely by saying just this…”You have to get better as a person, better as a professional and better in all areas of your business”

This is all happening right now… With all the advances in technology, the pace of business has changed. How your clients make their buying decisions has changed. How they choose their real estate agent has changed. Information is readily available to them that they armed to the teeth before they even start speaking to an agent.

Add to this the stereotype that real estate agents are untrustworthy, (remember you are right down the bottom above used car sales people), that it’s almost an uphill battle before you start.

Times have changed. You have to earn the right to be their agent; you need to build your credibility and authority, which will earn their trust. Once you have systems in place that can create this for you, you will never worry about losing business to others because you are protecting what is yours. But if you keep doing things the old way, you will be subject to auditioning for listings with 3 or more other agents,  usually resulting in fee discounting to win business.

I’m talking strategy here, a formula that needs to be followed so you deliver high quality “wow” service to all your clients. Starting at lead generation where the relationship begins right through to lead conversion and lifetime referrals. This is the mantra of the New Economy Sales Super Star. This is the way of the future, an honest, authentic and specialised approach to building relationships, therefore building your business.

NOTE: I’m not meant to promote on here but I’m passionate about this and I truly believe this will help anyone wanting to know more about Selling in The New Economy…I have a CD which has 8 principles to building your real estate career, which covers 8 strategies for building relationships the right way, plus simple, cost effective ideas to boost your listings every month. You can get a copy for free and I will even pay the postage check it out here… http://www.straightshootingsales.com.au/freecd

Greg Vincent

What’s The Best Customer Service Experience You’ve Ever Had?

I enjoy asking people this question because it often takes their mind back to a really happy moment in their life & normally the experience isn’t something that has come directly from a company as such. It’s normally something a staff member has gone out of their way to do.

I’ve experienced a lot of great customer service over the years, but there is one customer service experience that I’ve had that just stands out head & shoulders above the rest.

We were holidaying in Whistler, Canada and staying at the Delta Whistler Hotel to enjoy our first ever White Christmas .

My wife Annette & I wanted to make everything just right for our daughters Natasha & Katelin, so we made sure that we booked a room with an open fireplace so Santa Claus could come down the chimney.

I must say that the whole town of Whistler was like something out of a Fairy Tale, but what happened back at our hotel needed to be seen to be believed.

Everything was decorated magnificently, the restaurant had a beautiful miniature Christmas display that was breathtaking & kept Natasha & Katelin mesmerized for ages.

On Christmas Day they had one of Santa’s helpers downstairs giving out presents & they even put on a special show with Barney the Dinosaur (who was bigger than The Wiggles at the time). We were all having the time of our lives.

But the best part about our whole experience was something special that one of the staff at the hotel did for us.

We were down in the foyer, heading out to dinner with friends, when all of a sudden 3 blokes walked into the hotel with a huge Christmas Tree. It was obvious that they were guests of the hotel & that they were taking the tree up to their room.

The tree had only just been cut because there was snow dripping off the branches onto the foyer carpet & was so big that they had difficulty getting it to fit into the lift. It was really funny to watch them squeezing up against the tree so they could all fit into the lift & get the doors to close at the same time.

Seeing these guys struggling with the tree made me realise that we didn’t have a Christmas Tree in our room. So we walked up to the Concierge & asked if they knew of anywhere that we could get a tree or even a branch of a pine tree for our room.

He said they didn’t know where to get a tree or a branch but he’d see what he could do.

We then went off to dinner with our friends & didn’t think any more about the tree…until we got back to our room from dinner to find a fully decorated Christmas Tree, with lights flashing, lighting up our room.

We were blown away…


It was the icing on the cake for our White Christmas holiday & I’ll never know how they got the tree in our room or where it came from.  And, if you think about it, the hotel probably had lots of Christmas Decorations sitting in a box in storage or they could have taken the Christmas Tree from somewhere else in the hotel,  but none of that mattered in our eyes. All that mattered was that they went to the extra effort to do that for us & it made us feel special.

And because they did that for us, we’ve told lots of people about this experience & won’t hesitate to stay there again in the future.

How to have customers raving over your service?

Now in analysing the experience, when booking our holiday we had an in-built expectation for a certain level of service from this company, but in the end it was the great customer service delivered by one of their people within the company that left the greatest lasting impression.

As a real estate agent, your clients will all have differing opinions about the level of service they expect from you & your company, whilst it is vitally important that you deliver on your promises, doing that little something over & above is the thing that will have your customers raving about you.

There are lots of things that you can do to impress customers.

There are lots of things that you already do that probably go unnoticed that you can be made to appear more obvious to your customers. You need to leave footprints or evidence of service in your day-to-day activities. (eg. the hotel cleaners don’t just put a new toilet roll in the holder, they fold the end of the paper to make sure the customers know that it’s new.)

If you want to generate more business,I recommend that you have a brainstorming session with your team about customer service.

Ask each member to share their best customer service experience & what made it the best ever customer service experience for them.

Then come up with a few simple ideas about leaving evidence of service or doing something above & beyond what the customer expects. And then start implementing them one after the other into your business.

Remember your customers like nice surprises. So make sure they are simple, easy to implement & come as a complete surprise to the customer.

Please feel welcome to share the best customer experience you’ve ever had underneath this article.

Alternatively, if there’s something that you currently do that is totally unexpected & WOW’s your customers, I’m sure that the Real Estate Mentor readers would love to learn about them and how they work for you.

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