Service - Webster's - Something done for others. Something useful, desirable, in addition to goods purchased.
These are your at or after closing surprises. Ideas from agents:

• Names for e-mail addresses are getting scarce.registered the domain names of the buyer's children prior to closing, and gave them their registration documents after closing along with lots of business cards!
• Time to sign the closing documents - bring out a new MontBlanc pen, in case, already engraved, and at the end.hand it over. One agent had the pen mounted on a plaque and later delivered to the "first time homebuyer" as a conversation and decorating item for the buyer's office. And of course his name was on the plaque for a constant reminder!

Outrageous - means unexpected and maybe fun!

1. SW Airlines - "If the oxygen bags above your head fall down, put yours on first and then the child's, or anyone around you acting like a child!"
2. Macaroni Grill - While dining a waiter on occasion goes straight into an opera aria."

Unexpected Service delivered that becomes a memorable event. The service is so unusual customers tell others and the customer becomes your "client for life". Where have we heard that catchy phrase before? But I hope we are doing something to deserve it, or it's not really lasting.
IDEAS:

1. Mattress Mac has done so many "freebies" on the personal speaking side that when I need a mattress I go to Gallery Furniture. While waiting for the next cashier, out comes Mac throwing T-shirts to everyone saying "thank you" for your business! How many more T-shirts do we need? BUT.I have told that story to many people.basically, promoting his business.WHY? It was outrageous service.unexpected, and yes, even fun.
2. Champions School of Real Estate - Bagels and cream cheese for breakfast.we get many kudos.totally unexpected. What can you do that would be outrageous?

CEO Builder's Sq. - "Customer service is not an option, it's a pre-requisite for survival."

Develop an insurmountable advantage over your competitors.with service.

• The customer wants FAST service.
• Ask the customer's opinion - How did I do?

Complaints - Are requests to get it right, to keep your promise.

1. When in doubt - Apologize
2. Waste no time explaining why things happened as they did.
3. Apologize
4. Make amends
5. Explain what you will do to prevent future occurrences.
6. Apologize again.

The whole of business is finding a need and fulfilling it. When the customer asks, the answer is always "yes", period. Then we find a way to fulfill it. Anyone can give away product.it takes brains to sell it!

• Some Basic Principles of Customer Service

1. Remember the customer's name.use it.
2. Show him he's been missed if we haven't seen him in awhile by saying so."we haven't heard from you in awhile. Welcome back!"
3. Remember the customer even when he is not buying.
4. Support customer causes.
5. Have specific goals.

"The quality of the people in your business or office is the best competitive differentiation!"

Rita Santamaria

Rita Santamaria is the owner of Champions School of Real Estate having opened the school in 1983. Rita has six campuses in Texas with three schools in Houston , two schools in Dallas and a campus in San Antonio. Champions offers statewide classes throughout the state of Texas in classroom, correspondence and online.