Personalized Service
The mission of the Nolting Real Estate team is to invest in the lives of homeowners by providing reliable, innovative, and personalized service to maximize the economic and personal value of their real estate investment and to earn their trust in order to build lifelong business relationships.
We have been doing a series on our corporate mission statement for a few weeks now. I started by discussing the role of a team in real estate transactions. I then fleshed out the concepts of reliability and innovation when it comes to servicing our clients. Today, I would like to address what we mean when we talk about providing Personalized service.
The concept of personalized service is simple – the execution, though, is another story. I believe that in order to give “personalized” service, one must first and foremost consider that needs and wants of that other person. You can count on a business person’s personalized service if, and only if, that professional has put in the time to get to know you. Michael LeBoeuf, Ph.D. notes that you must ask customers the golden question: What is your unmet want?
You can only give personalized service when you understand the customers unmet want. Really, personalizing service is more about a mindset than it is about skill. It simply boils down to this – am I willing to listen to my customer and satisfy his needs. You can be the best Realtor in the world, but if you don’t do what your customer’s want, they will never use you again.
Case in point: I listed a house for an elderly woman whose chief concern was not making a ton of money on the sale, but wanted simply to cover her mortgage and sales expenses and get on with her life with as little disruption as possible. She made it terrifically clear that getting top dollar was not the objective. What did I do? I helped her fairly price the house so that it would move as quickly as possible. I clumped showings together so as to not disturb her too frequently. I did not place a SUPRA box on her house, which encourages other agents to show the property. Instead, I met with each buyer’s agent and walked them through. I wanted this kind lady to be comfortable with my service.
We sold the house very quickly and with little stress on the client. In her thank you note to me, Ms. Butler wrote, “My appreciation can never be expressed in words or any way but to tell you that if there is ever any way that I can help you by word or deed – please! please! don’t ever hesitate to ask.” She signed the card, “Your Friend, Gloria”. We gave Gloria Butler personalized service when we sold her house at 12 Sweetbriar Lane in Kirkwood, MO. And Gloria responded by calling us her friend. It was a very memorable experience for Nolting Real Estate.
We have been doing a series on our corporate mission statement for a few weeks now. I started by discussing the role of a team in real estate transactions. I then fleshed out the concepts of reliability and innovation when it comes to servicing our clients. Today, I would like to address what we mean when we talk about providing Personalized service.
The concept of personalized service is simple – the execution, though, is another story. I believe that in order to give “personalized” service, one must first and foremost consider that needs and wants of that other person. You can count on a business person’s personalized service if, and only if, that professional has put in the time to get to know you. Michael LeBoeuf, Ph.D. notes that you must ask customers the golden question: What is your unmet want?
You can only give personalized service when you understand the customers unmet want. Really, personalizing service is more about a mindset than it is about skill. It simply boils down to this – am I willing to listen to my customer and satisfy his needs. You can be the best Realtor in the world, but if you don’t do what your customer’s want, they will never use you again.
Case in point: I listed a house for an elderly woman whose chief concern was not making a ton of money on the sale, but wanted simply to cover her mortgage and sales expenses and get on with her life with as little disruption as possible. She made it terrifically clear that getting top dollar was not the objective. What did I do? I helped her fairly price the house so that it would move as quickly as possible. I clumped showings together so as to not disturb her too frequently. I did not place a SUPRA box on her house, which encourages other agents to show the property. Instead, I met with each buyer’s agent and walked them through. I wanted this kind lady to be comfortable with my service.
We sold the house very quickly and with little stress on the client. In her thank you note to me, Ms. Butler wrote, “My appreciation can never be expressed in words or any way but to tell you that if there is ever any way that I can help you by word or deed – please! please! don’t ever hesitate to ask.” She signed the card, “Your Friend, Gloria”. We gave Gloria Butler personalized service when we sold her house at 12 Sweetbriar Lane in Kirkwood, MO. And Gloria responded by calling us her friend. It was a very memorable experience for Nolting Real Estate.
posted by Russell T. Nolting at
4:20 PM
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