Monday Musings: Learning from the "Matt-ser"
We have said time and again that good customer service is sorely lacking. At this point, there is no need to keep rehashing that problem; its high time we focus our energies into making a change. And so, today's Monday Musings is brought to you by my thoughts based on a video from 1OAK's very own Matt Sweeting. Be sure to check out the video "How I fell into $30,000" on LinkedIn for the entire story.
If I had a dollar for how many times I have been told, "man y'all realtors don't get back to people man." or something similar, I would have had enough money to already break ground on my duplex in the new government development. In truth, realtors can be guilty of "ghosting". In his video, Matt spoke of a client that he was working with. Initially, she expressed interest in one property, but changed her mind. As a result they ended up being "all over the place" in her subsequent search. Pro tip, this is typically a bad sign for your agent. When people end up "all over the place" it can give the impression that they are unsure of what they want. Does this make it ok to dump a prospective client; no, not at all, but it happens all the time. In this season, however, we are determined to rewrite the narrative. To me that means - being consistent and tenacious; communicating with our clients to find out what they need. Real talk, there will be times when our clients lose momentum or focus, but that's what we are here for. It's our job to help them regain that focus and get back on track. You have to be determined to stick it out with your client if you want the results whether you are a real estate agent or not. I can say with confidence that the experts at !OAK are truly committed to our clients.
Up next is stereotyping; we all do it, right? Pretty much, but boy oh boy it "ain't helping none." Remember the scene in the move Selena when she went to the mall and tried to do some shopping? Yeah, that's the one. What happened was, she was at the mall in a clothing store with her friend and wanted to take a closer look at a particular article of clothing. But, the sales lady rebuffed her, basically saying that she wouldn't be able to afford something of such high quality. Little did that lady know, she was snubbing an international popstar! The point? Stop judging! Sometimes it may be a harmless passing thought, other times it can cause grave damage. Regardless, we don't know the intimate details of our clients finances, it's not our concern. Therefore, we resolve to treat each person with the dignity that he or she deserves. Period.
The last lesson that I gleaned from Matt's video is the importance of working for our clients. When we take on a new customer, we take on the obligation to provide him or her with a specific product or service. What happens when we don't follow through? We reap what we sow. Gone are the days when we respond to an inquiry 2, 3 or even up to a week of days later. That's tacky. Skilled customer experience experts give their clients the attention that is owed to them. They take their job seriously knowing that the first impression that they make will indubitably be the lasting one.
To summarize, here is what we are going to do:
Be consistent, tenacious and communicate with our clients;
Stop judging them, but treat them with dignity, and
Make a difference by working for our clients.
All in all, great video with great points that I just had to share. No matter what you do for a living there are lessons to be learned. Let us know how you plan to implement them in your business. Thank you for reading and make sure to come back next Monday for more on the Customer Experience.