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What Business are You In?

The Real Estate Business ?

Ok, you’re going to tell me you are in the real estate business. And I am going to ask you what makes you different then the real estate agent at the office next door? Anyone can open a door and show a house… what makes you different? And what is your customer’s experience of you?

In the book, Peak, by Chip Conley, he talks about experiential happiness, suggesting that once the customer’s base needs have been satisfied (they have seen the house ), they look for more  intangible benefits of working with you. Can you deliver on those higher needs? If you can you very well may create a customer “evangelist” for life!

Look around at the top agents in your office

• What is different about what they do?
• What type of customer experience are they creating ?
• How do they present the information ?

Customers are loyal to people they feel offer them something more…

• Do you help customers reach higher goals?
• Do you allow customers to express themselves more fully through using your service?
• Do you connect the customer with a larger cause?
• Do you offer something completely different than the customer ever thought was available?

One agent in the Miami area comes to mind Todd Nordstrom of the Nordstrom Network , Keller Williams, is a prime example of this, he holds events for his customers that many times benefit charities.

I am sure there are many more that go above and beyond and create great experiences for their customers. This is what it is all about. Creating “Raving Fans” that spread the word about you!

So what business are you in ? Please let me  know …

This entry was posted on Wednesday, September 30th, 2009 at 5:49 pm and is filed under Agent Talk. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

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