It's the little things that count - or at least, those are the things we remember.
When I picked up my dry cleaning this week, they brought a bottle of cold water out with the clothes - they said they're doing this through the summer. What a nice gesture to show they care about their clients and their comfort. I've had hotel valets provide this, and Enterprise Car Rentals, and title companies, and open houses, and broker offices - but this was the first from a dry cleaner.
We need to realize our competition isn't just other real estate agents and offices, it's every product or service that touches our customers and clients.
I'll wager that you'd never change dry cleaners now, without a really strong argument. We talk about customer and client loyalty often-it's the little gestures that can really cement a relationship.
Marchel - Obviously the little lot has won your business. As we grow our business/our companies we have to be careful that we don't neglect the little things that the new kid on the block may be doing. A recent potential seller chose the boutique company over four major brands - perhaps he thought he'd get unique services.
Leigh - indeed it is. Cementing the relationship is continuing to care about your customer and client, adding services, listening, doing the little things, the personal ones.
Bruce - Yes. Most of us have water, soda, snacks etc when we take buyers out to look at property, or when they visit our office - how many of us also offer them a cold beverage to take with them when they return to their hot car after the showings???
Debi - I was impressed, too. They weren't resting on their laurels of doing the best job cleaning, standing behind their services, being friendly and recognizing their customers by name. I've noticed lately that their prices have been going up - this is obviously good thinking to improve their services at the same time.