ORLANDO, Fla. – To be successful, a business must build strong relationships with its customers. According to Florida Realtors®, one of the best ways to develop a solid client base is to offer service that goes beyond the expected and delivers an experience that’s welcome, unusual and unforgettable.
Here are five great ideas for superior service that leaves a lasting impression and builds customer satisfaction and loyalty:
• Say it with food. Want to help your homebuyers have an easier time on moving day? Then why not deliver dinner? It could be a special home-cooked meal, such as lasagna, salad, bread and your best dessert; or, maybe you order a meal and all the trimmings from the neighborhood deli or supermarket. Either way, don’t forget the disposable dishes and flatware.
• Be the cleanup crew. Preparing to sort through years of accumulated furniture, clothing and household items can be overwhelming for home sellers or buyers, but it’s easier to tackle the chore when you have a little help. Why not hire a cleanup crew to help out? Some companies also will separate goods that can be donated to charities from those that need to be discarded, transport the salvageable items and then give the client a tax receipt for their donations. If hiring a cleaning company is beyond your budget, you may prefer to personally volunteer to help your customers sort through their clutter.
• Capture the memories. For an out-of-town buyer building a new home, it may be difficult to keep track of what’s happening at their home site. So, why not keep a record for them using a digital camera? Swing by the house every few days and capture the progress in photos. You can also take snapshots of the neighborhood, including new stores and services. Then, you can email those photos to your out-of-town client or post them to Facebook or an online photo service like Flickr or Shutterfly. And, once the home is built, you can print out the photos in a keepsake scrapbook for the buyer, along with valuable information about the community.
• Provide a little surprise. Think about providing a low-cost, unexpected surprise service for the buyer or a thoughtful gift for the home. Some examples might be assortment of local “lifestyle” magazines geared to the area, a lawn-service coupon from a landscaping company or a fresh can of primer paint for the interior. Remember that the only limit is your imagination!
• Meet and greet the neighborhood. You can help your buyers meet their new neighbors. Some Realtors host a “get-acquainted party” to introduce the buyers’ children to other children who live nearby. It’s a way to provide a new circle of friends for the clients and their children; plus, it gives them a source to tap for information about their new community, which is sure to put them at ease in their new home.
Taking the time to think about what you can do to help make your customer’s day a little brighter or the transaction a little easier will reap dividends in terms of customer satisfaction, retention and loyalty.
Editor’s note: Providing good, reliable service is key to successful business/customer relationships. A company that wants to stand out will often provide service that goes above and beyond customers’ expectations. These are several exceptional service concepts that Realtors have used to great success – but could be adopted by any business in Florida.