Are you providing your customers with the bare minimum to comply or do you go above and beyond the call of duty?
Yesterday I had the pleasure of speaking with Justin Chester of Integra Computers. I was actually speaking to him because he's part of the tech team at Pat Zaby's Seminars and Systems. I needed a little help with something I purchased from Pat and Justin was providing the help.
Justin asked me to allow him remote access to my computer. I did. He then said "whoa, you've got way too many programs running in the background!" He explained that all the little icons at the bottom of my screen represented programs that were running, even though I wasn't using them. He also explained that there could be other programs running which didn't have icons which all contribute to slow down my computer even further.
As he resolved my Pat Zaby issue, he quickly took a look at my RAM and informed me that I would benefit from purchasing some extra memory (not from him LOL). He took me over to newegg.com, looked up my computer stats on Google, found the RAM I needed on NewEgg and explained to me how to add it.
As if that were not enough he went back into the system and disabled all the programs that were running in the background which I did not need. I was seriously impressed!
Why did he do all this? Just because he likes to provide top notch customer service! He could have just solved the issue I called about and I would have been satisfied. But instead, he noticed I could benefit from making some changes and shared his expertise with me. It took him a few extra minutes and I was floored by the level of customer service he provided.
What about you? Are you going the extra mile when you see the opportunity? Or do you stop at the boundaries of your job description?
It could mean the difference between getting referrals or getting forgotten. Go for the referrals!
Maggie Dokic, SFR is a licensed real estate broker in the state of Florida selling residential real estate in Miami, Palmetto Bay, Pinecrest, Coral Gables, Gables by the Sea, High Pines, the Redland and other select areas of SW Miami-Dade County.
Maggie has earned her SFR certification to be able to better serve the needs of her customers in today's non-traditional real estate market. SFR is a Short Sale, Foreclosure Resource Specialist. Designees have been trained to understand the highly specialized options available to Sellers facing short sales & foreclosures and Buyers looking to buy them.
For more information on our local real estate market, or to see or sell a home in Miami, Palmetto Bay, Pinecrest, Coral Gables or the Redland, visit my Miami Real Estate blog or contact me at Maggie (at) TheBlogThatAteMiami (dot) com.
The opinions expressed herein, are those of the author, and not necessarily of Keller Williams Realty.
None of this information is to be deemed legal or financial advice. Please contact your attorney or accountant for same.
Maggie, I have learned that if you help even the most difficult and the most unappreciative people, deep down they really are impressed by your performance and care.
I conform....like a chameleon to the circumstances and situation...Every transaction and client is different and with different wants and needs. And what Justin told you was superb. He's right about the stuff running in the background and newegg.com is where we order stuff as well. What a guy...went above and beyond.
Hi Maggie - I got to see Pat Zaby at the KW Family Reunion earlier this year. He had some great ideas on systems, and was sure that his audience not only understood the reasoning but also how to implement them.
The service you received from Justin is a great example of the difference between an order taker and someone who is genuinely interested in a client. When we look for opportunities to serve without worrying about ourselves, it often takes the agent-client relationship to a whole new level.
Chris - you are the queen of summing things up. I can ramble on and on but you have the gift of brevity. I love it.
Andrea - of course, she will call you. As it should be. And don't kid yourself. You're in the minority. Most people would not have done what you did. Kudos to you for it.
Mana - I hope so. It's those that do not show appreciation that it becomes hard to do things for. As much as we do it because it's the right thing to do, a sincere word of thanks is always welcome.
Linda - why am I not surprised? =)
Sally - I'm sure they come back for seconds with you! People know a good thing when they see it. =)
John - I loved Pat's seminar! He really did have a lot of great tips. I have to review all the material still =) You obviously get the difference. The wonderful thing is that it becomes second nature and you don't wonder whether you should or shouldn't. You know what needs doing and you do it gladly.
Maggie - it is amazing how many programs we have running sometimes and do not even know it.... when we download a lot of programs and stuff they often times will be on an auto start. Glad you got it taken care of.
Something like 55 days and we finally meet!
George - I agree! We get so much more in return. =)
Thesa - you're so cute! Counting days. I'm not all that dig a deal, really! (but I'm excited to meet you too!)
Missy - no, I went on the 16th. It was awesome! I need to blog about it for sure. Definitely quite a few posts worth of stuff =)
Linda - yes they do! And that is always a good thing. =)
Maggie,
It's about exceeding expectations, right? In BRO (By Referral Only we have a saying, under promise and over deliver!
Margaret - unfortunately that happens a lot too. One of my pet peeves actually. It's very discouraging.
Lynda - that reminds me that I need to ask you something!