The principles for service that works in the Real Estate business
In the Real Estate business in order to survive you must excel in something, and one of the key components (that most of the time is not even measure) to make a huge difference is the service. That is why I am going to explain the most important service principles that will make a difference for your clients.
1.- The habit of quality must replace the old believes where it was seen as an isolated act.
2.- The specifications once established will be the base for the measurements.
3.- Isolated efforts does not help in quality, it needs to become a system.
4. Consistently anticipate and meet customers needs.
5.- Freedom of cation to all the employees that have to deal with customers is a must, as an example they need to have the authority to address somebodies complain.
6.- When we know what a customer wants we should give it to them immediately so we increase the perception about service he may have.
7.- Promise less and give a lot more must become a rule since the customer always expect the fulfillment of your word.
8.- The incentives for you employees must make them feel like partners, the explicit recognition of their efford is important in a culture of quality.
10.- Adopt and improve. Make a research of who the bests in your area are, see how they do the things and adopt their systems.
11. Encourage clients to come clear about everything they do not like.
12. The most import, do not leave your customer waiting for service, everything else will go unnoticed by him.
Following this simple steps the perception about your quality and services will improve exponentially in your clients eyes.
In order to create constant improvements in a system you must implement an effective measurement system, this system needs to have clear goals that must be monitored with a reliable set of data, if you are unable to gather this data the only thing you are going to create is a system that will be monitoring the wrong things, knowing the difference between causes and effects is crucial for the success of any system.
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