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Rainer
334,314
Frank Castaldini
Compass - San Francisco, CA
Realtor - Homes for Sale in San Francisco

To me it's underpromising and overdelivering.  At the very least do what you way you're going to do, be prompt and be excited for them.

Jan 12, 2015 01:15 PM
Rainer
87,383
Christina Botteri
REeBroker - Roseville, CA

Three words: Answer your phone!

Jan 12, 2015 03:14 AM
Rainmaker
5,852,604
Joan Cox
House to Home, Inc. - Denver Real Estate - 720-231-6373 - Denver, CO
Denver Real Estate - Selling One Home at a Time

Great customer service is doing/communicating with clients before they ask.   Showing true compassion, and honesty.

Jan 12, 2015 12:18 AM
Rainer
453,976
Diane M. Phillips Realtor 443-286-4365
Frankly Real Estate Inc. - Manchester, MD
Specializing in Carroll Co., MD

Hey Jeff ~ To me good or great customer service is a consistant process from building rapport to keeping intouch after the closing. It's listening, communicating, educating and presenting options. It's a culmination of many things done well to support the client/ customers needs and best interests. 

Jan 17, 2015 12:36 PM
Rainer
19,927
Traci and Richmond Frasier
Boerne, TX
The Hill Country Dream Team

What Gabe said, and the beholder is the client/customer. Each has their own idea.

BTW, I like what Christina said too...

Jan 12, 2015 10:53 PM
Rainer
273,037
Richard Robibero, e-Pro, ABR, SRS
Panorama R.E. Limited - Toronto, ON
Selling Your Home as if it were My Own!

Similar to what Christina Botteri  mentioned. Many Realtors have the knowledge but not the ability to be available.

I have a Buyer who yesterday told me that when she was calling around for someone to show here a place and possibily become her Buyer Rep she called 6 people that morning.

- 1 called her three hours later.

- 1 called her that night.

- 3 returned her call 4-5 days later.

- I called her ten minutes after she called and viewed the property that afternoon.

 

It goes beyond that obviously but it's starting off on the right foot.

Jan 12, 2015 09:54 PM
Rainmaker
351,596
ReadySetLoan Team
ReadySetLoan Condo Team LLC - South Windsor, CT
Residential, Commercial & Condo Financing Experts

Great question Jeff.  I really learned a lot from the responses.  Great customer service to me is when the client knows that I hold their interests above all others, even my own.

Jan 12, 2015 04:57 PM
Rainmaker
729,563
Laura Filip
Laura Filip Broker , Opening doors for All Seasons of Life - Whitesboro, TX
What can we do for you today?

Customer Service can mean many different things to each person. One might listen to see what the client feels is good customer service. A Text to young folk is great service it is not to those over the age of 50 or so for the most part. A call is much better for those folks. So who is to say really just listen and find out. 

Jan 12, 2015 11:24 AM
Ambassador
3,160,989
Tammy Lankford,
Lane Realty Eatonton, GA Lake Sinclair, Milledgeville, 706-485-9668 - Eatonton, GA
Broker GA Lake Sinclair/Eatonton/Milledgeville

To me I think it means the client is thrilled and tells all their friends.

Jan 12, 2015 10:15 AM
Ambassador
5,036,524
Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Debra - love that perspective AND that you distinguish between good and great customer service

Joan - something we should all strive to do

Alexandra - in other words creating raving fans

Cindy - we should all do this

Christina - that is certainly an important component and one where many fail

Gabe - and the know it when they see it, right?

Evelyn - all important things for us to be doing

Jeff

Jan 12, 2015 09:50 AM
Ambassador
6,364,089
Bob Crane
Woodland Management Service / Woodland Real Estate, KW Diversified - Stevens Point, WI
Forestland Experts! 715-204-9671

It starts with good communications.

 

Sep 06, 2019 11:47 PM
Rainmaker
1,619,916
Inna Ivchenko
Barcode Properties - Encino, CA
Realtor® • GRI • HAFA • PSC Calabasas CA

Every Realtor is different. Some have excellent customer service skills and others really shouldn't be working with people.

Customer service for me: supporting my present, future, or past client in any way I can.

Jan 18, 2015 04:09 PM
Ambassador
5,036,524
Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Diane

I really like what you had to say here - it IS a combination of many things doone well and consistently.

Jeff

Jan 18, 2015 01:12 AM
Ambassador
5,036,524
Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Debbie - I particularly like what you said - "Being proactive is good customer service, being reactive is not"

Ron - I think communication and how/when is key, too

Gita - another vote for good communication!!

Jeff

Jan 14, 2015 10:49 PM
Ambassador
5,036,524
Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Raymond - that's certainly a requirement I would think

Myrl - simple in theory but sometimes not so easy

Mahesh - not delivering what you promise is certainly a problem

Shannon - I like that perspective. Same with Nordstrom

Jeff

Jan 14, 2015 10:46 PM
Rainmaker
4,434,127
Gita Bantwal
RE/MAX Centre Realtors - Warwick, PA
REALTOR,ABR,CRS,SRES,GRI - Bucks County & Philadel

Communication is important. Some agents do not return phone calls for a couple of days. It is also important not to make false promises and to always be honest and do what we promise to do and go above and beyond their expectations.

Jan 14, 2015 08:46 PM
Rainmaker
927,795
Ron Marshall
Marshall Enterprises - Saint Michael, MN
Birdhouse Builder Extraordinaire

In my experience as a buyer and seller, I appreciate good communication.  And, whether it is by phone or email, please answer my questions and concerns within a day.  I am really interested in and would recommend any realtor or broker who takes the time to be interested in MY transaction with them, Jeff.

Jan 14, 2015 08:33 AM
Rainmaker
3,988,007
Debbie Reynolds, C21 Platinum Properties
Platinum Properties- (931)771-9070 - Clarksville, TN
The Dedicated Clarksville TN Realtor-(931)320-6730

It means anticipating what needs to be done and doing it. It means keeping the client totally informed and in the know. It is asking questions and being on top of the situation. Being proactive is good customer service, being reactive is not.

Jan 14, 2015 01:03 AM
Rainmaker
457,437
Shannon Milligan, Richmond VA Real Estate Agent/Associate Broker
RVA Home Team - Richmond, VA
RVA Home Team - Winning with Integrity.

Customer service is expected, it is the customer EXPERIENCE we need to focus on. What sets us apart and makes our clients go, "WOW!". For me, that is changing the smoke detector batteries when asked. It is helping fight the home warranty company 6 months after closing when they won't pay on a legitimate claim. It is going to the vacant house once a week to flush the toilets and run the water. It is cleaning up the rat droppings when the cleaning company refused to. 

We talked about this in our team meeting last week. It is Dell versus Apple. Dell gives customer service while Apple gives you an experience!

Jan 13, 2015 11:10 PM
Rainmaker
330,501
Mahesh Mike Patel
First Team Real Estate - Anaheim Hills, CA
Call Me And Consider It Done!

Great question.. Customer service varies with each client as they expect or demand different services or expectations.

 Provide them the task or  service they expect and/or what you 'promised' them

Jan 13, 2015 10:04 PM
Ambassador
5,036,524
Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Ranee - thanks. The phone IS a tough issue. I don't think anyone feels that the phone should ALWAYS be answered no matter what (personal clients, etc.) but it's the people who don't ever answer and who don't return calls their calls. An I certainly have run into agents who have NEVER answered their phone when I have called, on multiple occasions. I think a post is a great idea.

David - treating others as you want to be treated is a pretty good guideline

Gene - agreed. Listening and problem solving are key. And being timely...or letting people know if you cannot meet that timeliness for some reason

Jeff

Jan 13, 2015 12:23 PM
Ambassador
5,036,524
Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Praful - I think there is a bit of a trend here

Carla - well it IS our job, but some do it much better than expected or even needed

Anita - all are important components of great customer service IMO

Frank - at a minimum, don't you think?

Eric - agree with all that you said!

Jenna - I like what you said!

Richard - you did what she needed and wanted, and relative to the others you stood out

Hill Team - well no doubt it varies from person to person to some extent.  But everyone knows it when they see it, or don't

Jeff

Jan 13, 2015 12:19 PM
Rainmaker
3,541,320
Myrl Jeffcoat
Sacramento, CA
Greater Sacramento Realtor - Retired

Good customer service is learning what it is that your client wants and needs, and then providing it!

Jan 13, 2015 11:33 AM
Ambassador
5,036,524
Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Pamela - we, and our clients, can always yuse help solving problems

Russ - we can't provide the service needed (and it may be something other than wghat we think it is) if we don't listen

Tammy - spreading the word is always a good thing (when the word is good, of course)

Elizabeth - so true. We cannot make assumptions, can we?! Raving fans are good

Ginger - too bad some don't or act on it

Laura - it would be a good question to ask and find out what they really want and need

Joan - exceeding expectations is the goal of great service

William - you're right. It doesn't end with the closing table

Jeff

Jan 13, 2015 09:18 AM
Rainer
478,168
Raymond Denton
Homesmart / Evergreen Realty - Irvine, CA
Irvine Realtor®

Good customer service means doing what you're suppose to do, naturally.  Same with Great customer service, or Terrific customer service.  Just do what you're suppose to do, naturally, and everthing will be good.

Jan 13, 2015 07:32 AM
Rainmaker
1,291,481
Gene Mundt, IL/WI Mortgage Originator - FHA/VA/Conv/Jumbo/Portfolio/Refi
NMLS #216987, IL Lic. 031.0006220, WI Licensed. APMC NMLS #175656 - New Lenox, IL
708.921.6331 - 40+ yrs experience

I'd say listening is key .. and then finding solutions that cover my clients' needs (both long term and immediate) and wishes.  Timely performance of those things is important too.  In this day and age, the challenge to providing all these things is growing ...

Gene

Jan 13, 2015 05:16 AM
Rainmaker
940,545
David Alan Baker | Laveen & South Phoenix Realtor
Keller Williams Realty Phoenix - Laveen, AZ
Your local Expert

I like Richard Robibero, ABR, SRS  answer.  I'm also a firm believer treat others as you would like to be treated.  Do what you say and say what you do.

Jan 12, 2015 11:01 PM
Rainer
55,251
Ranee Bray
TCP Real Estate - Cedar Park, TX
North of Austin Homes

I agree with Jenna Dixon Listening is key.  And if they don't get it.... then neither do you!  

I think it's funny that even other agents are upset with agents who don't answer their phone.  I'm wondering if you all use an answering service, or have assistants 24/7.  I do not answer my phone if I'm with another client.  If I'm out for more than an hour... and I see voicemails... I'll pause for a few minutes and politely excuse myself to check them.  But, I do not answer my phone while I'm in the middle of a conversation with a client.  My clients seem to appreciate this & they know I WILL call them back ASAP.  I always tell them to text me if it's urgent.  Urgent meaning can't wait an hour.

So I'm serious... maybe a great blog idea amongst agents... how do you answer the phone every time it rings?   Don't you ever go to church, go to the movies.  

An idea that someone had posted was great.  Setting expectations with the phone calls.  They would change their voicemail message every morning & set expectations on return calls.  I reall need to start doing that.  

Sorry to post a book instead of a comment :)  Great post. 

Jan 12, 2015 10:56 PM
Rainmaker
112,714
Anita Allen
Levin Rinke Realty - 850-377-4410 - Pace, FL
Your Realtor for NW Florida, Pace/Milton/Pensacola

Customer service means listening to the customer and helping them reach their goal.  It is being good at communicating and staying in touch, during and after the sale.   It means they are thrilled with my work and recommends me to  their friends and family.

Jan 12, 2015 12:38 PM
Rainmaker
1,562,386
Carla Muss-Jacobs, RETIRED
RETIRED / State License is Inactive - Portland, OR

Customer service is all about the customer . . . and service.  I go out of my way, at least that's what my clients think.  But really . . . I'm only doing my job!

Jan 12, 2015 12:33 PM
Rainmaker
4,319,419
Praful Thakkar
LAER Realty Partners - Andover, MA
Andover, MA: Andover Luxury Homes For Sale

Jeff Dowler CRS this is something that can't be easily described! However, the day your client just talks about you to everyone, that's when I'd say you have provided the great service.

For me, going above and beyond their expectations. Under promise, Cver deliver.

Jan 12, 2015 12:25 PM
Rainmaker
1,547,441
William Johnson
Retired - La Jolla, CA
Retired

Hi Jeff, Great Customer Service is everything already presented and  also following up and being available after the close. 

Jan 12, 2015 11:59 AM
Rainmaker
1,318,263
Joan Whitebook
BHG The Masiello Group - Nashua, NH
Consumer Focused Real Estate Services

Good customer service means I have exceeded the client's expectations.. they want to write creat reviews and recommend me to their friends and family.

Jan 12, 2015 11:40 AM
Rainmaker
1,081,413
Ginger Harper
Coldwell Banker Sea Coast Advantage~ Ginger Harper Real Estate Team - Southport, NC
Your Southport~Oak Island Agent~Brunswick County!

Good customer service is when you do the right thing in hearing what the client is saying to you and act accordingly..

Jan 12, 2015 10:30 AM
Rainmaker
2,194,662
Elizabeth Weintraub Sacramento Broker
Elizabeth Anne Weintraub, Broker - Sacramento, CA
Put 40 years of experience to work for you

Good customer service means my clients are thrilled with my performance and can't stop talking to their friends about how wonderful I am. The secret is to figure out what makes them happy and then deliver.

Jan 12, 2015 10:18 AM
Rainmaker
1,139,819
Russ Ravary ~ Metro Detroit Realtor call (248) 310-6239
Real Estate One - Commerce, MI
Michigan homes for sale ~ yesmyrealtor@gmail.com

It means listening to the client and helping achieve their goals, not just making a sale

Jan 12, 2015 10:13 AM
Rainmaker
2,443,200
Evelyn Johnston
Friends & Neighbors Real Estate - Elkhart, IN
The People You Know, Like and Trust!

Good customer service to me means listening really well, giving good advice and setting up the process prior to list or showing homes. And answering your phone.

Jan 12, 2015 09:19 AM
Rainmaker
4,800,082
Gabe Sanders
Real Estate of Florida specializing in Martin County Residential Homes, Condos and Land Sales - Stuart, FL
Stuart Florida Real Estate

Jeff, I really don't know.  Everyone claims they have good customer service and it's always in the eye of the beholder as to what this means.

Jan 12, 2015 04:37 AM
Rainmaker
443,220
Cindy Davis
SD Home Source Realty - San Diego, CA

It means responding to client's needs in a timely way; anticipating client needs, and taking the time to develop a rapport with each person you deal with.

Jan 12, 2015 01:19 AM
Rainmaker
5,772,353
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Jeff,

It means, I can't wait to refer you, and I want to tell everyone I meet about you!

Jan 12, 2015 12:25 AM
Rainmaker
90,543
Debra Peters
Referral Realty - Manorville, NY
NY Real Estate Salesperson

"Good" customer service is mediocore.  "Great" customer service is when someone has gone above and beyond doing whatever they could to help you.  They are polite, patient and you can tell if they are smiling on the other end of the phone. 

Jan 12, 2015 12:12 AM