CUSTOMER SERVICE
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Hard Work, Hustle, Discipline: Gavin Rubinstein
There’s no denying the incredible rise of Gavin Rubinstein. From fast food, to the number one agent in Ray White NSW, there’s one thing all of Gavin’s past roles have had in common: customer service. Honing those skills is something Gavin’s been working on since he first entered the workforce as a McDonald’s employee. “I think it’s really important to…
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When Does Customer Service Really Start: Mark McLeod
So much is written and discussed about customer service in our industry, says Mark McLeod, but the question is: when does someone start being our customer, and where – if ever – does it finish? At a recent international conference, I attended with a team from Ray White, this very topic was a major discussion point. I can’t help but…
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Customers, Not Categories
Brand is the experience, through service, that you create for your customer. Mark McLeod discusses why you should forget the labels and provide excellent service to all. One of the interesting industry skill sets that have been developed amongst real estate agents is what I refer to as ‘to categorise a person’. We are taught to call someone a buyer,…
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4 Rules for Building a World-Class Referral Network
TIM FERRISS IS AN ENTREPRENEUR, angel investor and author of the New York Times bestseller The 4-Hour Work Week. Kylie Davis applies his rules to the real estate industry, based on the findings of CoreLogic’s recent survey on Consumer Perceptions. I HEARD TIM FERRISS speak at AREC 15 and I have to confess I became a bit of a fangirl.…
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Anticipate is The New Exceed
TROY HAZARD asks the question, “Is it enough to emphasise excellent customer service, or can we do more to meet our clients’ needs?” TWENTY YEARS ago businesses all over the world were using the same catch-cry to their teams: ‘We need to exceed our customers’ expectations in order for us to be the (insert industry or business category) of choice’.…
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The Power of the Past
JOSH PHEGAN DISCUSSES HOW to turn every sale into a long-term relationship. FORGET THE adage ‘the past will come back to haunt you’. Real estate agents should strive to ensure the past comes back to help them. The trouble is, many agents don’t look at the big picture or view their career as a long-term journey. Instead of viewing every…
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Creating Advocates In Your Community
SOCIAL AND COMMUNITY management is neither cheap nor easy, and it cannot be ‘KPI-ed’ into submission with a basic equation of time spent = listings garnered. You need to understand social media content is a reputation tool and reputation is something that can be directly linked to sales outcomes. SOCIAL MEDIA IS increasingly the first point of contact your community…
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Is 6 Out of 10 OK?
Meatloaf once said, “Two out of three ain’t bad”. Your teacher hands back your test results and you’ve been given six out of 10. Are you satisfied with that result? After all, six out of 10, or 60 per cent, is a pass mark. Shouldn’t you be striving for full marks? A current client(buyer or vendor) is discussing their real…
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When service becomes overzealous
Have you ever devised a customer service process that irritated your customers more than delighted them? The key to success, says Sadhana Smiles, is to make sure that you understand that everyone is different, and adjust your processes accordingly. Delivering that “blow away” client experience is what most businesses strive to do. We create processes that support this goal, train…
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Local Sports Sponsorship: Make it Grow your Business
Think of local sponsorship as an investment, just like any marketing strategy. One of the greatest advantages to sponsoring a local team is the positive word-of-mouth that it generates for the company. When people in the community see the sponsor supporting their favourite team, they see the sponsor as a friend. If the sponsor is with the team for a…
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What is Great Customer Service
Great customer service is a major differentiator for successful real estate businesses. In today’s somewhat depressed marketplace it is now time for the true value of superior customer service to come to the fore. Story by Steven Brett. What is great customer service? How do you measure it and how do you grow it in your business? I am certain…
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