Login
iscover
It’s no secret that while this is an industry that involves selling or managing real estate, it’s really a business that revolves around people and service.
It’s also no secret the customer expectation of what great service looks like has changed a lot in recent years, and that’s not just restricted to the real estate sector.
Great customer service is no longer a differentiator, it’s expected – whether that’s the swift arrival of your Uber, the prompt delivery of your shopping, or the smooth and stress-free sale of your home.
But while great customer service should be the norm, it begs the question, do you provide exceptional service that’s far above the norm, and if so, what does exceptional service look like?
An exceptional example
Not so long ago, my wife Maria and I had dinner at an Italian restaurant in Brisbane.
The food was amazing and the service was absolutely exceptional thanks to our waiter, Jeffrey.
With a smile on his face and an attentive demeanour, Jeffrey made our night enjoyable, fun and very, very memorable. It wasn’t anything over the top, he just had a special and authentic way of making a customer feel very welcome and very important.
Lessons from Jeffrey
This example might take place in a restaurant but we all know exceptional service is measured across industries, and there’s a number of key lessons to be learned from Jeffrey.
Lesson 1 – It’s all about the detail.
Often, it doesn’t take much more than a little attention to detail; a happy demeanour and a desire to go above and beyond all add up to equally exceptional service.
As I mentioned Jeffrey was not over the top, but he was on point at every stage of the dining experience – anticipating needs in advance, openly communicating and making it feel effortless. He was also genuinely interested in looking after us and ensuring the entire experience was enjoyable.
Lesson 2 – Every business needs a Jeffrey.
After the meal we spoke with the proprietor, noting Jeffrey’s exceptional service and the thoroughly enjoyable experience we had been privy to.
The proprietor agreed “Jeffrey is one of a kind”. Yes, he was a standout but the reality is every business needs a ‘Jeffery’ and everyone and anyone within a business can be that ‘Jeffrey’.
Lesson 3 – It’s about culture.
To top it all off, when we made payment with a generous tip, Jeffrey stated everyone on ‘the team’ was worthy of the tip for their contribution – from the kitchen hands to the chefs, bar staff and cleaners.
The lesson here is that exceptional service also relates to teamwork and culture. Jeffrey’s reference to the wider contribution was a noteworthy display of a team ethos and positive attitude. This positive team culture permeated throughout every interaction we had during the evening.
This also reinforces something else we all know – everyone has a role and valuable contribution in a business success.
Lesson 4 – Every business is measured against Jeffrey.
The fact that we received this type of service at this restaurant made us take measure of other businesses and how they rated against our ‘Jeffrey’ experience.
This is an interesting reminder that customers don’t just compare one agent’s service against another’s. They will compare and benchmark us against service they receive from any business.
When we realise this, we realise that everyone is taking our measure in everything we do.
Unleash your inner Jeffrey
Every day, each of us has the opportunity to unleash our inner Jeffrey – to provide exceptional service that creates a positive and memorable experience where our clients feel valued and important.
It’s not about ticking boxes, it’s not about going through the motions. It’s about anticipating people’s needs, attention to detail, great communication, team work and, above all, taking genuine joy in looking after your clients.
So today, I challenge you to unleash your inner Jeffrey – be the person who delivers exceptional service and long after that encounter, I guarantee you’ll be remembered for this experience as the consummate professional who stands out from the crowd.
Manos Findikakis is the CEO of Agents’Agency.
Newsletter
