Empower Your Real Estate Business with Customer Service and Management for Real Estate

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okay so nuts and bolts like what sets you apart what do you guys do to provide that that wow experience and what makes you guys each different from the average agent out there on the street oh yeah I mean a lot to do with questions asking questions getting deep with people and asking why that's important and then why that's important and then why that's important you can really get to know them understand what what's important to them we get to know about a peripheral level and then you can provide more of those Wows because you know what triggers them I think experience um having been in the business for 15 years and around the business for 30. um it's being you know knowing the business inside and out knowing the contract how to use it as a tool to protect either your buyer or seller I think is is very important I think they're impressed when you do that collecting information about them we were talking about you know database if you guys have a database top producer my mom used to write on note cards just any little notes or information she could find just how to win a role of that you know talking about birthdays I don't mean just to go off birthdays we're just a little fast here and there that you can remember about a client something that they wouldn't expect you to remember I think anytime you can wow them in that that way I can't believe you remember that well some other feedback that we get from our clients is um you guys are so on top of it well it's not like we personally took time for you Hannah and make sure that when you make your offer on your house you had this particular experience it is a complete system and they don't know it's a system because they don't see the back end of all the time it took to build the system it's just first step one that's step two then step three and you can walk us through what those steps might be I was just getting to that yeah no we have completely templated emails and so um from the time like let's say that rhyme goes on a listing appointment and comes back and he drops the contract off on my desk the first thing that I have is an email that goes out but it's a video of myself saying this is who I am and this is what I do and here's my contact information and though I have no relationship with the seller whatsoever I haven't even picked up the phone and talked to them yet I'm sending them a copy of their contract I am ordering their photos I'm doing all the stuff on the back end um and where this comes from a good example of this is a seller dropped off a key to his vacant property on Monday and I wasn't here So Courtney why not our transaction coordinator and said oh gosh sorry Elizabeth's not here um but I'll take that for you and he's like oh yeah Elizabeth I know her she's great I have not I talked to the guy on the phone once to arrange the key drop off and I sent him the video that says this is me talking about myself and now he already knows me and I'm great go meet you that's the kind of wow customer service that I'm talking about it's a very simple thing to do it's very easy I didn't have to do a song and dance although I did have to do a video okay and how hard was that for you to do the video to do the video oh it was very easy um I have has me I'm more nervous talking in front of 50 people like here then I am doing a video I'd rather do a video [Laughter] um Jesse something that you said yesterday is um that you know secretes are kind of cannot necessarily counter what Elizabeth has said but that you create it's about replicating and dealing with your clients um but I mean I think I'm not sure which part you're referring to but um I mean having I mean having that person that just like are you talking about having them well you said it wasn't so much the steps it was about and wanting to duplicate an experience for them and how they're feeling um I mean I just I try to kind of replicate the same steps I never fall out of contact with with my clients whether it be buyer or seller um from a buyer's standpoint you're typically used to contacting them maybe on a daily basis for a month month and a half during that buying process um can you you know go under Contracting the inspections and then there's a gap almost between you know closing so I always try and contact them a couple times during that time period say hey OSU nice talking to you almost on a daily basis just to stay in touch with them and I think that in itself is kind of a nice feeling for them to get you haven't forgot about them you're not just there to get them under contract get the inspections done and wait until closing see you then um staying a part of their you know transaction throughout that let them know that you're doing behind the scenes stuff but I think um as far as replicating a feeling if you can keep you know just let them know that you care and you're staying on top of it um I think that resonates with people and I think that kind of holds them to you and sees them a lot I think um as far as the wow factor stuff yeah what do you think makes you special um [Laughter] [Music] of course it's Case by case and everybody's different but for example I had this one as a younger couple they are coming from out of town looking at properties they've got to narrowed down to a few but they want to bring the family in to go you know the parents up on both sides and a couple uncles or cousins or whatever everybody's got this huge party coming up and we want to go show them like 10 houses and they're gonna pick one today so we've got this problem nobody's got cars they're all flying in so I uh I've got a friend of mine that has an ambulance that he uses for tailgating we went over to that or the hotel we loaded all the family in the back of this ambulance and I put some I put some cameras in so I made a uh a marketing piece out of that and then we'll use and use it so that's one example that was cool possible so how do you guys communicate this great customer service with your clients do you do you let them know up front that you have these you know this awesome system or how do you guys talk to your clients about your experience and your customer service or do you yes we walk around with a big sign saying we're great now it really is um it has to be I don't say it has to be a surprise you have to you have to walk into it you can't just laugh about that for everyone to see if you tell people how great you are no one wants to hear that they want to discover how great show them don't tell them um you know there's an old adage you know people don't care how much you know until they know how much you care um I mean if you you know if you go on an appointment or you know you get back from that appointment send a quick text or an email hey great meeting you and your family I look forward to working with you these are a couple more houses whatever the case may be but go above and beyond you know um you know I said yesterday you know over delivered don't ever under promise anyone over promise but you know over deliver for them as well um we talked a lot about listening yeah when they're talking about their family their friends their pets whoever happens to be the best thing that you can do is listen for the details and then show them later that you were paying attention and didn't you mention the uh dog dog tags yeah that's something that I've done in the past uh I think you can even we're talking about Facebook stocking people too to kind of get some details that you made out of her you may have forgotten but at closing sometimes I'll surprise people with a dog tag that has their new dog's address on it oh and the dog's name and that's cute anything you can do to personalize like I mean he found out these people were under their pets you know so whether it be you know cat or dog whatever the case may be but anything you can do to personalize a gift towards them at closing I think is uh something unique as well because not everyone's the same you know you can't have the same plate or with a picture on it or whatever the case may be you know which I used to think for several years change it up make it personal I don't remember you um