Client service excellence – with more than a smile
So, you think you’re a great service provider? You always make sure you smile and have a pleasant demeanour. A friendly disposition and a smile are certainly important; however, in today’s competitive market, a smile is just not enough. The way we treat our clients is emerging as a critical differentiator for realtors and can provide a competitive advantage.
Today’s clients are savvy, less loyal and more demanding. They realize they have a choice and that you are not the only realtor to choose from. Additionally, client awareness around service standards also has increased. Good, ordinary and average are simply not good enough. It’s about providing an experience for your client that makes them want to come back, as opposed to being forced or compelled to come back.
So, what is service excellence? Exceptional client service is about going beyond what is realistically expected. It’s about surprising – and often delighting – your clients,...