Guest contributor G.M. Filisko of REALTOR®Mag says:

The economy has rattled American consumers, according to Gallup's June 2014 "State of the American Consumer Report," making them more cautious and demanding of the businesses to which they're giving their hard-earned money. Some companies have failed to adjust to consumers' newer, higher expectations, says Gallup. They've gone out of business or they're hanging on only because they've slashed prices or acquired competitors.

There's a better way. Gallup's research shows the most successful companies have met consumers' heightened expectations by providing exceptional service. What are the key service elements consumers seek from you and your brokerage? For starters, easy accessibility to agents, overall competence, transparency regarding transaction details, and proper follow-through. Fulfilling these expectations creates what Gallup calls fully engaged customers—brand ambassadors and true believers who will stay loyal to your company and recommend you to their friends and family.

Smart real estate brokers, whether they run large operations or small ones, realize there are no shortcuts to providing top-notch customer service. They know that consumers won't settle for anything less. Here's how they've been implementing systems and practices to ensure consumers become raving fans.

Technology Plus a Personal Touch

Eighty percent of NAR member brokers have one office with just a couple of licensees, according to NAR's 2013 Profile of Real Estate Firms. Brokers at such smaller firms use a combination of high tech and high touch to satisfy customers.