How to improve the customer experience – give customers what they want!
- Quick
- Clear
- Kind
QUICK
- We care more about time than ever before.
- 51% will hire whomever contacts them first, regardless of price
- 85% say responsiveness is a key factor in LOYALTY
- Boost perception by replying without an answer
- ex. “I don’t know, but I will get back to you.” or “Message received, I will find out!”
- Time to response > Time to resolution
- Lemonade Insurance with instant deposit
CLEAR
- There is a lot of confusion in the real estate industry right now – you need to close the uncertainty gap!
- Real estate is the #3 “uncertain” industry after medicine & financial services.
- Help your clients know what you know.
- ex. Joe Mananusa who gives out a 13 page guide on how to sell your own home for FSBOS –> his number one marketing tool because it helps people realize how difficult it is too sell their own home!
- Within 90 days, how can you be 15% more clear?
KIND
- Treat clients with kindness, respect, dignity. This used to be a given, but it’s becoming a lost art. It’s no longer the default.
- People do not expect to be treated well anymore, this is a HUGE business opportunity to exceed expectations.
- Empathy = the ability to understand and share the feelings of another person
- Empathy doesn’t require exceptional effort, but yields exceptional results.
- Telling a story helps gain relatability
- Chewy with pet condolences – oil paintings
Think of 3 things in each category to be more quick, more clear, and more kind in the next 90 days!
| QUICK | CLEAR | KIND |
| 1. 2. 3. | 1. 2. 3. | 1. 2. 3. |
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