Service principles in the Real Estate business.
Real Estate business has always been really competitive, in order to excel in it you must out stand your competitors, one of the best angles to give a good battle is to focus on the service part of your business, this aspect is overlook most of the times for most of the companies, here I will explain you some points that may help you to level the field.
1. The quality must be a habit, not an isolated act.
2.- Measure according with the specifications previously established.
3.- Isolated efforts does not help in quality, it needs to become a system.
4. Consistently anticipate and meet customers needs.
5.Give freedom of action to all employees who have to deal with customers, for example, they must have authority to address their complaint.
6.- In order to bring back a customer is crucial to give them what they want immediately, any delay affect their service perception.
7.- The fulfillment of you word is always expected for your customer, "deliver more and promise less" must be your service mantra.
8. Explicitly recognize any effort to implement a culture of quality. Remunerate their employees like partners (incentives).
10.- Adopt and improve. Make a research of who the bests in your area are, see how they do the things and adopt their systems.
11.- Clients must feel free to express what they dislike, encourage an environment where this areas of improvements can be addressed in a proper way.
12. Avoid the fact that your client have to wait for your service, that is the main point for them to unnoticed everything else.
If you follow this simple steps your client will perceive the quality on your service and that will make a huge difference in their experience.
In order to create constant improvements in a system you must implement an effective measurement system, this system needs to have clear goals that must be monitored with a reliable set of data, if you are unable to gather this data the only thing you are going to create is a system that will be monitoring the wrong things, knowing the difference between causes and effects is crucial for the success of any system.
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