Real estate agents can learn a lot vicariously about winning or losing service efforts by studying other businesses.

 

For example, I recently rented a car from an Enterprise dealer. After completing the contract, and examining the car for damage, the rental rep asked, "What's your  favorite radio station". It seemed like an odd question, but I replied 105.5FM . When I entered the vehicle to drive away I noticed the radio and #1 preset button was set to that station. Imagine that. They asked what my preference was then delivered. Now I'm a loyal Enterprise fan. They succeeded in exceeding my expectations.

 

Other companies have services that suck. Within the past week I called my AARP motoring plan to tow my car two miles up the street to a dealer. They said they would arrive in about 45 minutes. I glanced at my watch while I waited patiently at my office.

 

For the next four hours I called on the hour, every hour and asked the same question, "Wassup?" The wonderful folks at the AARP motoring plan and their local driver, obviously chose not to keep their customer informed. This is the reason airlines constantly update passengers about delays, to avoid mutinies.

 

A wise man once said, "Don't get upset, get even". And, that's what I plan to do. The next time my AARP motoring plan is ready for renewal, I plan to practice my Spanish – adios AARP amigos.

 

A few winters ago I was snow skiing in Colorado. I schussed by a photographer who was taking pictures of potential Olympians such as myself. He said the photo would be posted at their office at the base of the chairlift by the end of the day. I liked the picture and ordered several. The clerk received payment and said they would arrive by mail within two weeks. Imagine my surprise when the pictures arrived at my house within 72 hours. They over-delivered after framing my expectations.

 

Real estate agents should ask buyers and sellers what they expect. Time lines and bottom lines should be agreed upon. The agent's job is to then exceed those expectations and reap the compliments and referrals.