Well Done or Overdone?

Well Done or Overdone?

  A neck massage before a haircut. Free returns – no questions asked. The staff rushing to clean off the best table even though there are others available. A glass of wine with your pedicure. A mint on your pillow. Any product sample you’d like, to take home and try before you invest. The call to tell you that item you have been eyeing has gone on sale. An extra gig of data just for being a loyal customer. The bubble wrap from the back office when your child with sensory issues walks in to their establishment. The all-natural treat when you go through the teller line for your dog who has a sensitive stomach. A lender who sits at the social security office for a client who is out of the country so the process will be streamlined when he gets into town. A real estate closing attorney who goes to the hospital because the client just had a baby. These are all great examples of excellent customer service. This is what most of us would consider a step above the masses. But what about calling customers back in a timely manner? What about setting proper expectations? What about actual communication? How about finishing the job and making sure the customer is happy? I don’t think most people would consider these to be acts that would win any awards. So why do so many companies practice these on a regular basis? Why is it that when we actually get a call back or someone to do what they say they’re going to do, we rejoice and shout it from the rooftops? I don’t have the answer to this, but what I do know is that a lot of consumers will seek out and even pay more for not only a job well done, but a job “overdone.” They will frequent the establishments that not only treat them well when they are there, but the ones that make sure they know they are special. If you are in the people business – most of us are – what are you “overdoing” for you clients? I am amazed at the number of business (I use the term loosely) people who will answer their phones in meetings, consistently arrive late for appointments, constantly talk about themselves and their problems, don’t follow up, etc. You’ve probably heard the quote from the late Maya Angelou, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Focus on the other person and their needs. If you can solve their problem, and do it well, they will not only pay for it, they will...

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Stop and Be Thankful

Stop and Be Thankful

Most of us have so much to be thankful for and yet we complain about all the things that don’t go right or that we don’t have. This season, as we approach the day that is designed for us to reflect, look around you. Do you have a roof over your head? (Yes, but it needs updating.) Are you reading this on an electronic device that gives you access to anything you can imagine? (Yes, but it is slow.) Do you have a vehicle or have access to one? (Yes, but it has 140,000 miles on it.) Do you have food in your refrigerator? (Yes, but nothing good.) “Yes, but” can get in the way of our peace and can cause us to be negative. Social media, the internet, television and movies can make us feel inadequate. We see others through the lens they want us to see them through. It is tempting to compare ourselves to what we see and think that we don’t measure up in some way. There will always be someone that has more, looks better and seems to have it easier. We don’t know what goes on behind closed doors and we may not know what it took for them to get there. This Thanksgiving, I vow to be thankful for the things I do have – and for who I am. I will see the positive. I will smile and slow down. I hope you take the time to reflect on the good things in your life. There will always be those negative voices but don’t give into them. Focus on the good – be thankful, and you may be surprised at how your perspective and your attitude will...

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The Old Ones Need Love Too

The Old Ones Need Love Too

  I can hear the jokes rolling in…but, seriously. If you know me, or have been following my blog, you know that I LOVE animals. November is Adopt a Senior Pet Month. I am a big fan of the ASPCA and the work they do to help animals and promote animal rights. They wrote an article on adopting senior pets. It reminds us that the old ones need love too. In a lot of cases, there is no house training to do, you can leave them unattended and not worry they will get into things they shouldn’t, and you will probably already know if they are going to get along with your family members, including other pets. The other thing to consider is that they are probably much lazier! If you are looking for a pet that will sit next to you while you binge on the latest Netflix series, chances are, an older one is a great choice for you. Now, the elephant in the room is, yes, you likely won’t have as many years with them as you would if you chose a younger pet so I get it, it’s not for the faint at heart. But let’s face it, most of us will outlive the pets we currently have so owning a pet at all can be heartbreaking when that day finally approaches. I mean, I’m getting teary-eyed just thinking about it, so let’s move on. “I thought you were a Realtor? What does this have to do with real estate?” you ask. Well, let me tell you. Just like animals, new houses often seem to get more love than older ones. People assume they need less work, they have some warranties still in place, and they still look shiny. We Realtors know that no house is without its set of quirks and there is almost always items that need to be fixed, even in new construction. So what about the older home? The one with the mature landscaping and creaks in the floor. The one with a little a little work that will need to be done. Well, it could be registered as a historic home. It may mean that you are getting character that no new home could ever replicate, even with an unlimited budget. You may find an older home that has already had its “kinks” worked out. A previous home owner may have put all new plumbing, electric, and mechanicals in. Most of the settling may already be done so you may deal with far less nail pops and settlement cracks. You’ve probably heard the expression, “they just don’t make things like they used to.” Well, this applies to some houses, as...

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