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Relax . . . It's only Real Estate

Who Is YOUR Customer?

By: Candice A Donofrio
Monday, August 06, 2007 9:53 AM

A quote from a book I've been reading, Shut Up, Stop Whining And Get A Life by Larry Winget  (great book, BTW and I LOVE that title--also that Larry's an AZ resident) really got me to thinking:

"Earl Nightingale said, "All of the money you are ever going to have is currently in the hands of someone else." In business, we call that "someone else" the CUSTOMER. They have the money. They share it with us when we serve them well . . . We all have customers. . . you might call them patients, clients, co-workers or the audience, but they are still your customers."

With all the chit-chat-chit-chat lately about whether we should be talking real estate solely in an attempt to define what that entails, I have just had to laugh. It's impossible.

That would be like sitting in a consultation with a client, and as soon as they opened their mouth about their favorite football team or restaurant, to tell them "Stop, la la la can't listen, not real estate." But I digress. as usual.

The more we talk and listen, the more we know. The more we know, the better we are prepared to service our CUSTOMER. And our CUSTOMER is EVERYONE here. The posters. The lurkers. The site owners who don't care. The readers of this post wherever it ends up. Each potentially has the power to add to our prosperity both material and otherwise.

The pest control guy who sprayed my house today, he is a CUSTOMER.

The cashier at the restaurant we ate at last night, she is a CUSTOMER.

The bank teller, CUSTOMER.

Even when they are serving us, they are still our CUSTOMER.

Even when they are opposing us, they are still our CUSTOMER.

YOU are my customer and I am pretty resourceful so don't hesitate to call on me.

Who is YOUR CUSTOMER?

 

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Comments

Mary Welch
Member Since '04

Mary Welch said:

Candice, I agree with who is our customer. When I was in retail I would have people come in to shop who would not buy anything that day. I lady I had working with me told me that one specific lady never bought anything. I told her that she will when she sees what she needs but always treat her with respect just like she is a faithful customer. She did buy things, she had to see what I had and remembered them when she was ready.

Now, you seem to call your pest guy alot, he must be cute. lol

August 6, 2007 11:39 AM
Candice A Donofrio
Member Since '07

Candice A Donofrio said:

LOL I knew you would bring that up! The dog loves him, she starts freaking out when he shows up. He is a nice guy. Not the same guy who defeated the trashcan spider. She likes him too. She's really indiscriminate like that!  :)

I just got to thinking about that when the guys were over there talking about their past professions. In a class I teach, I ask the room to shout out what they 'used to do' and we figure out how that can be used to add value to their services as an agent. Every one of the students is my customer. They deserve to be serviced well and I'm in a position to (and it's my job to) make sure they have something of value before they leave.

August 6, 2007 11:46 AM
Howard Arnoff
Member Since '03

Howard Arnoff said:

Candice, great post and I love the title of that book. I find one of the interesting things about real estate is that you always have to be "on" because when you are in public, your customers can see you. I also found that my driving etiquette improved when I put a real estate logo on my car.

August 6, 2007 11:51 AM
Candice A Donofrio
Member Since '07

Candice A Donofrio said:

LOL WAY TRUE, Howard . . . I have to 'remind' my husband he cannot make 'comments' or 'gestures' to people in other vehicles when in my truck! "Honey, REAL ESTATE CAR"

August 6, 2007 11:59 AM
Shelly  Constantz
Member Since '07

Shelly Constantz said:

Candice, when i was the operations manager at the ad agency, I had the janitor (porter), mail room clerk, receptionist, etc that reported to me.  I would tell them that the staff of the company were our customers/clients.  We had to make sure all the tools were there when they needed them. Make sure that the air temp was comfortable.  Help with their phones and emails.  and when we do our job, they can do their job.

It helped to keep thier head focused.  Who is my customer?  Just about everyone!!  

August 6, 2007 1:20 PM
Candice A Donofrio
Member Since '07

Candice A Donofrio said:

LOL, just got off the phone, wrong number, flooring contractor needing to bid a job at the new Target being built out here. Hooked him up with Target HR . . .

Lordy, is my number that similar to the Target's construction site phone? This oughta be interesting . . .

August 6, 2007 1:40 PM
Anna Horton
Member Since '07

Anna Horton said:

I actually picked up a customer at a convenience store that sells homemade breakfast burritos. I was waiting in line, bantering with the owner about his needing a new house, he saw my name tag and Boom! the sales were off! He bought a house on five acres (cash) and we later sold his other house. All from going to the Taco Loco to pick up breakfast for the office. The Taco vendor became my client.

You just never know where the next client is coming from, and it really pays to be nice to everyone, even when it's not easy.

August 6, 2007 11:35 PM
Mipeco Realty, Inc -  Michaela Krestenic, Broker-Owner
Member Since '03

Mipeco Realty, Inc - Michaela Krestenic, Broker-Owner said:

Last Saturday I met with a lady who in her own words "really really wants to become an agent and sell real estate" ... as it turns out, she may be our customers first ... she's very seriously thinking about selling her condo and buying a new house ... I certainly didn't see this one coming.

August 6, 2007 11:46 PM
Candice A Donofrio
Member Since '07

Candice A Donofrio said:

Taco Loco, now I like that Anna!  :)

August 7, 2007 7:30 AM
Candice A Donofrio
Member Since '07

Candice A Donofrio said:

Michaela, when you interview someone who is a new or 'about to become' agent, do you ask them how many real estate transactions they have been personally involved in?

I want to know if they have any clue about how to sell or buy a property.

We have so many agents who don't own their own home, have never invested, they have NO CLUE.

It was funny -- when I interviewed one of my agents, who started out as my assistant 4 years ago . . . I asked her, "How many real estate transactions have you been personally involved in?"

She said  "All of them!"  I had to laugh at that . . . .

August 7, 2007 8:29 AM
Candice A Donofrio
Member Since '07

Candice A Donofrio said:

ROFL!

The guy with the flooring company who was the wrong number, he just sent me a FRIEND request on my MySpace account.

August 8, 2007 2:42 PM
Mipeco Realty, Inc -  Michaela Krestenic, Broker-Owner
Member Since '03

Mipeco Realty, Inc - Michaela Krestenic, Broker-Owner said:

you just never know where will the next one come from!

Candice, I do ask people brand new to the industry if they own something. If not, I tell them that a lot of future clients will ask them the same question and wonder why not ... and to be ready for that. I just can't see someone who sells real estate NOT owning a property ... that just doesn't seem right.

My very first transaction was buying my first house ... boy DID I LEARN A LOT! Thinking back, I should have just fired myself right there and then ... on the other hand, it was the best property to learn the business on.

August 8, 2007 3:04 PM
Shelly  Constantz
Member Since '07

Shelly Constantz said:

This blog was chosen as the winner for Aug 2. Great blog and congratulations Candice.

shelly

August 8, 2007 3:15 PM
Candice A Donofrio
Member Since '07

Candice A Donofrio said:

Aug 6 Shelly, but thank you, that is neat!  :)

Michaela, your first transaction as an agent you were also a principal? LOL now that's an indoctrination!

August 8, 2007 5:11 PM
Shelly  Constantz
Member Since '07

Shelly Constantz said:

that is what I meant 8/6.  I have got to get better.  I have 4 different cold drugs in my system.  I was home all day again.  I know, gotta do the grapefruit thing : )

August 8, 2007 5:14 PM
Candice A Donofrio
Member Since '07

Candice A Donofrio said:

You do! But you still 'sound' like you're on the mend. :)

Oh, another GRRRREAT thing for colds is ZINC LOZENGES.

Get 'em in most grocery stores with vitamin dept. CAUTION, do NOT take on empty stomach. The zinc is really harsh. But it nails a cold fast.

August 8, 2007 5:18 PM
Karen Weger
Member Since '05

Karen Weger said:

So true, you never know where that customer will come from. I had showed a couple lake view homes many days. They finally contracted on one. Nice. Then during option period changed their mind after finding out their payment on a 2nd home. That was a disappoint me as you can imagine. However, while out shopping, before meeting me they had looked at a FSBO that was way out of their price range, waterfront. They felt bad for me not getting their sale, so they called the FSBO and recommended me telling him how I worked hard for them. He later listed and I sold the property, $675,000. In our area that is way above average. And these folks ended up buying from me too, months later, less expensive home. Treat them all nice, no matter what.

Congrats Candice on the win. Good post. How do you like my new pic?

August 9, 2007 7:39 AM
Shelly  Constantz
Member Since '07

Shelly Constantz said:

I like the new pic!!

Shelly

August 9, 2007 8:24 AM

Guest

Jacquelyn Gyug said:

A huge thank you to everyone who contributed to REliberation in the month of August! There were a lot

September 4, 2007 10:00 AM

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