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2010-10-05 17:19:34

Great Customer Service: Beauty is In the Eyes of the Beholder, not the “Beauty

Have you ever met anyone who would admit they provided poor customer service? I’ll bet not. Yet, we’ve all stood around waiting in a restaurant to be noticed—while the hostess or server gossiped with the other staff—and then seemed as though we were interrupting something important to want to be served!
Which Service Would You Recommend?
I just experienced a situation that’s a good example of good and terrible customer service. I wanted a pop-up window on my new website ( to invite viewers to get my new eBook, Getting to Yes: Ten Powerful Tools to Bash those Barriers to Purchasing Today and join my newsletter community. So, in May, I ordered and paid for the recommended pop-up. I got a receipt from the credit card company. That’s all I got. I didn’t get any follow-up emails—no communication.
When I got ready to implement the pop-up, the website wouldn’t let me register! So, I emailed AND called the owner. He didn’t respond. I called and emailed again. He didn’t respond. This went on for 3-4 weeks. Finally, I got frustrated and bought a different pop-up. I immediately got a welcome email from the second company. Then, I got 2 more emails. And, I finally got the 4th email—all within the first week. Each email thanked me for being a customer and offered me helpful tips.
A Little Late…..
Right after I gave up on that first pop-up, the owner emailed me with the log in information.
So, which pop-up do you think I kept, and which pop-up did I ask for my money back? You got it.
Customer service is 90% of sales today.
Our Experiences Let Us Be Fortune Tellers
I don’t know for sure, do I, which pop-up will provide the best on-going service. I don’t know which pop-up is best. But, what I do know, is that, given my experience, the first pop-up isn’t going to help me out if I get stuck!
What About Your Service?
What does your response rate say about you? Do you have a ‘professional rule’ about when you respond to inquiries? Most agents don’t. In fact, a recent National Association of Realtors survey said that half the Realtors NEVER respond to internet inquiries. 
They’re Tattling On You Now
What do you think clients think about real estate agents? If you said, “Not much.” You’re right. And, now, clients have a way to let everyone and their brother know what they think of their agent. Check out
These are agent feedback sites. You’ll see the good, the bad, and the ugly. In fact, you’ll be stunned, I think, at the impact a testimonial has in writing—on the net. This is a huge trend: Clients providing feedback that can be accessed by everyone. Now, even Realtor Associations, like the Houston Association of Realtors, is regularly surveying members’ buyers and sellers for feedback. Expect this trend to get bigger quickly.
It’s So Easy to Stand Out from the Crowd
You don’t have to be a top producer. You don’t have to be a technical genius. All you have to do to succeed is to put yourself in your customer’s shoes and think,
“How would I like to be treated? How would I like to be answered? What makes me trust a person? What makes me walk away from the product or service?” You’ve got it. You’re on your way to a stellar reputation and business.

Carla Cross
, CRB, MA, is a former master-level CRB instructor, popular international speaker, National Realtor Educator of the Year, and author of 6 books and 20 audio programs. She specializes in ‘people development’—strategies for real estate professionals to enjoy highest production and profits. Join her newsletter community and receive her complimentary eBook, Getting to Yes: Ten Powerful Tools to Bash those Barriers to Purchasing Today. Learn more at , or contact Carla at

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