Way, way, way too much advice has been offered about providing excellent customer service as a luxury real estate marketing professional. The point is this: Great customer service is not a technique that you can mimic. It can best be learned through you own direct personal experience. But, to run circles around your competition with superlative customer service requires a complete shift in attitude and also a shift in your fundamental ground of being or mindset.
One of the cornerstones of Apple’s meteoric raise to the top is their exemplary customer service. Their approach is helping their customers solve their problems rather than trying to sell them products, and also listening carefully about their frustrations without being judgmental, i.e., just let them “vent”. That is a shift in attitude and mindset not a technique.
To the contrary, we recently walked into an upscale department store only to be greeted by 6 salespeople eagerly applying a technique that Wall Mart made famous with just one greeter at the door. We cringed on the way out as the same salespeople robotically greeted us, not remembering that we just walked through the store from the front door (not from the back entrance).
By far the best way to become an expert in luxury real estate customer service is to TRAIN YOURSELF! In Part 2 of this article series we will provide the quickest way to train yourself on this vital component of a successful practice and how to run circles around your competition by doing so.
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