Exceeding Customers Expectations
When we talk about delivering world-class customer service from a company’s perspective, what do we really mean? The term “good customer service” can be highly subjective, as different people have different expectations. At its core, customer service involves communicating with your customer about what you will do, executing that plan, and then following up with feedback and a solution to their issue or query. But if we’re aiming for exemplary customer service, it goes beyond simply meeting expectations—we need to exceed them. For instance, if we promise to call a customer by the end of the day, delivering exceptional service could mean resolving the issue and calling them back by midday instead. This simple act of exceeding expectations can demonstrate what it means to provide world-class service.
Those of us who work directly with the public sometimes underestimate the significant impact we can have on someone’s day. In a world full of anxiety and stress, we have the power to improve someone’s life, even if only for a short time. It’s important to remember that while there are always two sides to every situation—ours and the customer’s—we should be mindful of their expectations and circumstances. For example, a customer may not know that it’s the end of a long day for you, filled with numerous challenges. At the same time, they may be juggling their own issues and have taken precious time to contact you in the hope of improving their situation.
It’s easy to make assumptions about a customer or their situation, but taking a moment to truly connect with them can build trust and build a long-term relationship. As sales professionals, especially in fields like estate agency, we are in a unique position. We deal with our clients’ most valuable assets and work on their behalf to secure the best outcome/price, whether it’s helping them sell their home or purchase a new one. This places us at the heart of significant moments in their lives.
I recall watching a video some years ago that left a lasting impression on me. It highlighted the power we sales professionals have to brighten someone’s day—whether through enthusiasm, excitement, or simply being a good listener. By doing so, we not only enrich their experience but also our own.
I encourage you to watch the video below. Whether you’re a customer or a sales professional, always remember that you never know what someone else is going through. When someone has been waiting all day to speak with you, it’s essential to be ready, prepared, and genuinely engaged. Enjoy the video.
This is why, in my opinion, if you’re considering hiring a sales professional to sell your home, it’s important to visit their office and meet the team who will be handling your transaction. While the person you meet at your home might be warm and engaging, it’s equally important that the rest of the staff who will be interacting with potential buyers are just as committed. My team, like anyone else, is not perfect, but we do everything in our power to ensure that you, the customer, are at the centre of everything we do.