Great Service and Keeping Customers for Life

Service is all about attitude, caring for, and keeping your customers happy. Isn't it? It's doing whatever it takes.

In today's high tech world, great service requires more than a good attitude and good intentions. Competence, accountability, reliability, consistency, meeting deadlines, communication and fixing things when they go wrong are even more important than attitude and intentions.

Consumers are much more interested in what is supposed to happen, in knowing what's going on and knowing what to expect. A happy, cooperative demeanor and a good attitude aren't enough for today's service professional.

The service process and the details surrounding the real estate transaction are mysterious, invisible and even secretive for the average consumer. The transaction moves, stalls or falls apart largely unobserved and beyond the control or influence of the principals.

This lack of understanding on the part of the consumer, in combination with an absence of well-defined responsibilities, creates low professional accountability. Being in the dark is not acceptable to today's consumer. The need to know is escalating to the need to participate. These factors, combined with the service "costing too much" translates into potential for high levels of consumer frustration and dissatisfaction.