So what separates the excellent from the not-so-great when it comes time to define great customer service? Well, we've given it a lot of thought... here are some things we strive do to develop extreme customer loyalty based on great customer service. We strive to get to know our customers. We strive to be courteous at all times. We strive to develop a customer retention program. We strive not to make mistakes. We strive to keep our promises. We strive to emphasize value, not price. We strive to be responsive. We strive to follow up with you after the transaction is complete. For more information about our commitment to you, please visit www.BestHomesInJacksonville.com - Thanks!
Building a relationship with our customer is an important part of customer service. We want to know what you need from us, and then deliver it. We absolutely value your opinions and we value you as a person.
No matter what, we believe we must always be courteous, polite, and friendly to our customers and clients... even when we might not feel like it. We are aware that our own stress (and everyone has some) is not your responsibility. You deserve courtesy at all times, regardless of circumstances.
It’s tough to find new customers and clients. So once we do, we want to give them consistent TLC. Being "your Realtor for life" is far more than just a slogan to us.
Holy smokes... that's a pretty tall order! And, we know that it is humanly impossible BUT we give everything we have to paying attention to details in order to avoid making as many mistakes as we possibly can... you deserve no less. However, occasionally we do make a mistake or a problem arises that we just have no control over... when that happens, we pledge to admit our mistake and immediately work to make restitution.
Remember when a person’s word was his bond? For whatever reasons, that just doesn’t seem as big a deal as it did 30 or 40 years ago. But it should be. You have every right to expect us to do what we say we’re going to do. My grandfather always told me that a man is only as good as his word and we think that's true.
We aren't the lowest priced agents in Jacksonville... and we never intend to be. We know that the only way to be the lowest priced service provider is to provide the lowest quality service. To do so goes against everything we believe. We'll not even try to compete on price... however, we're ready to compete on value every day of the week. Value is about quality service for a fair price and we do provide both.
Responsiveness is one of our 'hot buttons' and something sorely lacking in our industry. We make it a matter of principle and practice to always respond to your calls, emails and faxes just as quickly as possible - always within 24 hours and almost always at our first opportunity. We do not, however, answer our phone every time it rings... in fact, when we are with another client we make it a point to turn the phone off so that we can give them our undivided attention. However, as soon as we are able we check our messages and respond according to the urgency of the message. In real estate transactions, 'time is of the essence' almost always -- we know this and we respect and honor it. If you ever send us an email or fax or leave us a voice message and we fail to respond within 24 hours, please automatically assume that technology failed and we didn't get the message and send try reaching us again. We will NEVER ignore any correspondence or procrastinate in responding. That is our pledge to you!
We don't consider our job as ending when the transaction is complete. Real estate transactions are ongoing in many respects. There are tasks that need to be taken care of months after the sale. And, unfortunately, sometimes bad things happen some months or years down the road such as financial hardships. If/when anything comes up, please know that you can call on us to assist you long after the completion of the sale. We are here for you for the long haul... whatever your need, just reach out to us and let us put our experience and resources into action for you!
ABOUT THE BLOG OWNER
TIMOTHY H. FENNELL, PA
Tim Fennell is a Florida licensed Real Estate Broker with Legends Land and Realty, Inc. in Jacksonville, Florida.
His strong background in business development, real estate investments, counseling and marketing greatly enhance his skills as a Listing and Internet Marketing Specialist.
Tim and his wife, Susan, have over 30 years experience in Jacksonville Real Estate sales, marketing and investing. Both are Accredited Consultants in Real Estate (ACRE®). When you're ready to be consulted with, rather than sold to, give Tim and Susan Fennell a call.
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Great post. All goods points, but I would add one. If you make a mistake, admit it. That really helped the time I admitted it might have been me that left the AC turned down. I apologized and they accepted it. It happened again, but I KNEW it wasn't me. I hadn't shown the property for six weeks. Thank goodness, they belived me then too.
Great Blog, These are some great skills to make yourself stand out from the rest.
These are great points and we all try to be the best we can be. Thanks for the share.
Great points, great post. Now if only more people would listen to what you have to say.