How can you, as a luxury real estate marketing professional, spark word-of-mouth advertising and client loyalty with remarkable customer service? Here is an example that might inspire you, especially if you appreciate fine coffee.
While dining at Gulfstream, one of our favorite restaurants in Century City (adjacent to Beverly Hills), we discovered what is perhaps one of the most remarkable brands of decaf coffee we had ever tasted in the United States. The restaurant gladly shared their coffee source, Fonté, which we appreciated. As soon as we got home, we ordered some on their website www.fontecoffee.com .
When the coffee arrived we immediately brewed a fresh pot only to be disappointed by how weak it was compared to the restaurant brew of the same beans. Alexandra was convinced that the problem was our coffee maker. Alexandra declared that it was time for a new machine (the one she found in the Williams-Sonoma catalogue with some innovative features).
At our local Williams-Sonoma store in Santa Barbara, we asked the manager if the new machine really was superior. She was not sure, but she offered to give us one to test. Now, that’s remarkable customer service!
When she went to the back room to get the “loaner” she came back empty-handed. She was informed that three of these machines had recently been returned due to a leak. Instead of trying to sell us another machine (which we were not interested in buying) she suggested a technique for cleaning our coffee maker at home.
That did the trick! This was a wonderful example of remarkable customer service, with a long range view of building customer loyalty. Now, we are singing the praises of Gulfstream, Williams-Sonoma and Fonté coffee.
GET FLUENT. GET AFFLUENT!
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