“How fast can you sell my Kansas City Real Estate?”

A client answered, in response to my question, “How do you define Customer Service”, in my industry.  Other clients define Customer Service differently.

How quickly does your Kansas City Realtor return your call? Do they answer their own telephone?

Can you sell my home and generate a profit? Do you get TRAFFIC in your home as a result of a consistent marketing effort?

Often times I hear people in the general public make comments about a real estate agents PRODUCTION. It goes something like, “That agent is a 5 million dollar producer”. I have also heard, “That agent is a 100 million dollar producer, they must be good, right?”

Many Kansas City REALTORS seem to BELIEVE TRAFFIC and PRODUCTION are important...

Yes, sales are important, but not the most important … Isn’t customer satisfaction more important?

This is an interesting question. On the surface, I would say yes, working on customer satisfaction is more important than working on sales. However, it is not an either/or choice. Making current real estate customers really happy will help a REALTOR get referrals, which is the lifeblood of any REALTORS business.

You can’t choose just one

Here is what I see that is wrong. Many REALTORS will heavily focus either on sales or customer satisfaction. For instance, a REALTOR may put great effort into getting sales, but not put a lot of thought into being outstanding for those customers after they sign the dotted line. I’m sure you know what I’m talking about. Try calling these REALTORS at night or on weekends.

These REALTORS typically don’t notice a problem with this, because they are bringing in a bunch of new sales and keeping an okay amount of previous customers. So why worry too much about customer satisfaction? Often times to get a hold of them, you need to get around the gate keeper. If you like this, maybe a REALTOR who is into high production is a perfect fit for you.

On the other hand, if you like dealing with a REALTOR that has a focus intently on customer satisfaction, you’ll see some hand holding. Once a REALTOR who focuses on customer satisfaction latches on you, they believe they have a customer for life. These REALTORS put all of their efforts into wowing their clients.

Which is most important to you? Do you really care how many millions the REALTOR has sold? If you need to focus on sales or customer satisfaction, doesn’t it make sense as a client to focus on customer satisfaction? Customer satisfaction is more important because the REALTOR will not be treating you has a one time sale but more as a life long referral source. These REALTORS are like a TRUSTED ADVISOR. They’re the people you go to for quality referrals to roofers, plumbers, painters and so forth.

A REALTOR who focuses on customer satisfaction will not be boasting  their sales, awards or stats. They will be boasting about their referrals, happy clients and friendships. High level REALTORS who focus on customer satisfaction will not be afraid of what people say on Facebook, Twitter or blogs. Yes, you’ll find them on social media offering information and advice.

You’ll find REALTORS who focus on customer satisfaction attending networking, meetup and social media groups, not because they’re there for referrals, but because they like to contribute and share.

Last week I went on a listing appointment. I knew I was competing with at least 4 other REALTORS. After I met with the potential clients and gave them my presentation. They said they wanted to think it over. Yesterday the potential client called me up and wanted to meet with me last night. When I got to their home, they told me they wanted to list with me. Thinking that I had a great presentation, I asked the client, why they decided to list with me. This is the summary to our hour and half conversation.

First, to setup the appointment, Mr. Seller is deaf in one ear. When the sellers met with REALTORS most of the REALTORS didn’t listen to the seller’s needs and wants. The seller’s felt that all of the REALTORS only cared about themselves and their production. One REALTOR even pointed out that her team was a 20 million dollar producing team several times during the presentation, according to the seller. Also, according to the seller, the REALTORS talked about what they have done and presented no real marketing plans. One REALTOR even pointed out that their office has access to real estate contracts in braille. The seller was kinda confused, because Mr. Seller was partially deaf, not blind.

The seller asked the other REALTORS if they have gotten a referral in the past 2 months and most said that referral business has been slow lately. Referral business is never slow to a REALTOR who focuses on customer satisfaction.

Mrs. Seller said that she researched me on Facebook and had communicated with some of my Facebook friends. She really liked what my Facebook friends had to say about me.

This seller knew that they would be selling and buying a home in a very difficult buyer’s market. To them, customer satisfaction was important. If this is important to you, maybe we should talk.

I understand that people don’t want have their homes on the market forever. Homeowners want to sell FAST without losing money.

Lets get together and discuss our 23 step marketing system that will Sell YOUR Home in Less than 47 days at FULL MARKET VALUE!

Call me today at 913.712.9313 or visit us on the web at www.DowellTaggart.com

 Let us know what you think or add to our blog by writing a comment.

Blog post written by the Dowell Taggart Team of RE/MAX Best Associates

Your Kansas City Real Estate Marketing Masters!

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