Never underestimate your customer. Attack your model as if you were an outsider. Have you built a ladder of genuine benefits that include innovation, technology, and quality coupled with delivering a platinum standard for customer service? If you can accomplish that, you can increase and or protect your value as well as the use of your services. Many merchants today have mastered the art of customizing the customer’s experience and in the process, created die-hard clients who become apostles. They evangelize their brand. This requires more than a tag line at the end of email or a postcard with you posing with a pet. Study Apple, Prada, Starwood, to understand how they create true love marks with their customers. Or read the book Lovemarks, The future beyond brands by Kevin Roberts CEO of Saatchi & Saatchi.
Local, Mobile, Social and the future of real estate
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Currently I am not a Realtor. But I have been one in my past life and much of my world today exists because of real estate. I've just read a handful of your articles…primarily about what "full-service" means to people. Uuummm, you are speaking from a Realtor's perspective, I am thinking from a business owner's persepctive regardless of the product. And I have to say, it really is time to give that term some new thought because most people, especially Realtors, believe that they are giving "full-service" and maybe some of them truly are, but in the grand scheme of things, most of us are dishing out..the same old standard protocol, looking like everyone else, business cards in hand sort of stuff…and it's boring and not impressive and is certainly not real "full-service". That just seems to be a term we've all latched onto and like to think we are presenting to the world but to tell you the truth I can't think of the last time I actually remember getting (or giving for that matter) 100% real world class "full-service" treatment. This is not good for the home team folks!!!
Anyways…thanks to this article or handful of articles I've just read. I will truly be giving that concept some new thought. What does "full-service" mean to me? HHmmm…well, it does bring up a few rapidly pacing images but none of them have a thing to do with real estate or the architectural design business. Think that's a clue? It may be funny but so far…"full service" gives me immediate images of someone presenting a portfolio of every document I will need to review and sign. The portfolio is 100% complete & accurate. It has no parts missing and is in perfect order. It has an ink pen that actually works inside. Wow! Now that's "full-service"!
Thinking of full-service again, I see a wonderfully relaxing massage with just the right amount of oil and warmth, crisp white linens peeking through the duvet at a really great hotel, someone kind enough to hand a clean, fluffy white towel to me as I step out of the pool, someone thoughtful enough to pump my gas, clean the windshield & process the debit card at the same time and it reminds me immediately of the incredible valet service I experienced every single time I left and returned to my hotel in South America last fall. Geeze, I think it's time for a vacation….
Okay so back to the real world…I have a small architectural design firm in Arizona and I believe that my company has successfully given "full-service" a run for it's money. But I will be spending copious amount of time re-evaluating that thought because if in the end, I cant tell you what "full service" really means to me, as it applies to my business, then that concept can't possibly be getting through to my clients. Thanks for the 1000watt perspective Marc!
Whew! I needed that! (aaahhhh the Starbucks legacy lives) LOL
Sincerely,
Roby
Currently I am not a Realtor. But I have been one in my past life and much of my world today exists because of real estate. I've just read a handful of your articles…primarily about what "full-service" means to people. Uuummm, you are speaking from a Realtor's perspective, I am thinking from a business owner's persepctive regardless of the product. And I have to say, it really is time to give that term some new thought because most people, especially Realtors, believe that they are giving "full-service" and maybe some of them truly are, but in the grand scheme of things, most of us are dishing out..the same old standard protocol, looking like everyone else, business cards in hand sort of stuff…and it's boring and not impressive and is certainly not real "full-service". That just seems to be a term we've all latched onto and like to think we are presenting to the world but to tell you the truth I can't think of the last time I actually remember getting (or giving for that matter) 100% real world class "full-service" treatment. This is not good for the home team folks!!!
Anyways…thanks to this article or handful of articles I've just read. I will truly be giving that concept some new thought. What does "full-service" mean to me? HHmmm…well, it does bring up a few rapidly pacing images but none of them have a thing to do with real estate or the architectural design business. Think that's a clue? It may be funny but so far…"full service" gives me immediate images of someone presenting a portfolio of every document I will need to review and sign. The portfolio is 100% complete & accurate. It has no parts missing and is in perfect order. It has an ink pen that actually works inside. Wow! Now that's "full-service"!
Thinking of full-service again, I see a wonderfully relaxing massage with just the right amount of oil and warmth, crisp white linens peeking through the duvet at a really great hotel, someone kind enough to hand a clean, fluffy white towel to me as I step out of the pool, someone thoughtful enough to pump my gas, clean the windshield & process the debit card at the same time and it reminds me immediately of the incredible valet service I experienced every single time I left and returned to my hotel in South America last fall. Geeze, I think it's time for a vacation….
Okay so back to the real world…I have a small architectural design firm in Arizona and I believe that my company has successfully given "full-service" a run for it's money. But I will be spending copious amount of time re-evaluating that thought because if in the end, I cant tell you what "full service" really means to me, as it applies to my business, then that concept can't possibly be getting through to my clients. Thanks for the 1000watt perspective Marc!
Whew! I needed that! (aaahhhh the Starbucks legacy lives) LOL
Sincerely,
Roby
Currently I am not a Realtor. But I have been one in my past life and much of my world today exists because of real estate. I've just read a handful of your articles…primarily about what "full-service" means to people. Uuummm, you are speaking from a Realtor's perspective, I am thinking from a business owner's persepctive regardless of the product. And I have to say, it really is time to give that term some new thought because most people, especially Realtors, believe that they are giving "full-service" and maybe some of them truly are, but in the grand scheme of things, most of us are dishing out..the same old standard protocol, looking like everyone else, business cards in hand sort of stuff…and it's boring and not impressive and is certainly not real "full-service". That just seems to be a term we've all latched onto and like to think we are presenting to the world but to tell you the truth I can't think of the last time I actually remember getting (or giving for that matter) 100% real world class "full-service" treatment. This is not good for the home team folks!!!
Anyways…thanks to this article or handful of articles I've just read. I will truly be giving that concept some new thought. What does "full-service" mean to me? HHmmm…well, it does bring up a few rapidly pacing images but none of them have a thing to do with real estate or the architectural design business. Think that's a clue? It may be funny but so far…"full service" gives me immediate images of someone presenting a portfolio of every document I will need to review and sign. The portfolio is 100% complete & accurate. It has no parts missing and is in perfect order. It has an ink pen that actually works inside. Wow! Now that's "full-service"!
Thinking of full-service again, I see a wonderfully relaxing massage with just the right amount of oil and warmth, crisp white linens peeking through the duvet at a really great hotel, someone kind enough to hand a clean, fluffy white towel to me as I step out of the pool, someone thoughtful enough to pump my gas, clean the windshield & process the debit card at the same time and it reminds me immediately of the incredible valet service I experienced every single time I left and returned to my hotel in South America last fall. Geeze, I think it's time for a vacation….
Okay so back to the real world…I have a small architectural design firm in Arizona and I believe that my company has successfully given "full-service" a run for it's money. But I will be spending copious amount of time re-evaluating that thought because if in the end, I cant tell you what "full service" really means to me, as it applies to my business, then that concept can't possibly be getting through to my clients. Thanks for the 1000watt perspective Marc!
Whew! I needed that! (aaahhhh the Starbucks legacy lives) LOL
Sincerely,
Roby