We’ve been working on a structured customer experience program, driven by technology that ensures we can meaningfully touch our customers at least a dozen times every year.
In the past, if an agent were to send their clients a bunch of flowers or a bottle of wine at settlement, it would be much appreciated by the receiver. In some areas, it may have even been a differentiator from the agents who only posted a key-ring or a fridge magnet calendar as a thank-
Today, marking settlement has practically become an industry standard, and those agents who aren’t delivering the obligatory gift are leaving a bad taste in the mouths of their clients. And in this environment of expectation, when you’ve just transacted an asset worth hundreds or potentially millions of dollars, even receiving a gift of a lousy bottle of wine or a meagre bunch of flowers is going to seem passé to most people.
What’s important to understand is, for the client, it’s not actually about the gift. It’s about how much the agent cares about and values their customers. It’s about relationships. And in the new world of connection, the most successful agents will be the ones who can successfully build relationships that don’t end when the keys are handed over.
This change in the landscape has lead our business to another important transition recently. We’ve been working on a structured customer experience program, driven by technology that ensures we can meaningfully touch our customers at least a dozen times every year. And not by just telling them about a new listing or what a great sale we made down the street.
This innovative program will be driven by our newest team member, Monica Boyd, who comes to us with a wealth of experience from retail to event management to real estate, and practically everything marketing-related in between. We’re really fortunate to have found someone who both intuitively understands the role and is capable of making it happen, as it’s a rare person who could.
It’s early days at this point, but so far, the feedback has been amazing. I have always believed that staying ahead of the game is the only way to retain the “wow” factor - and the growth of our business and the reach of our client base which now extends all over the world is testament to my team’s success so far in doing so. As you can probably tell, I’m very proud of them and looking forward to seeing this program fly.