Realtor’s 10 Step Process to Handling Customer Problems

FoxBusiness.com published this deansguide article October 17, 2008

Today’s Realtor faces challenges from a suffering economy, unavailability of credit, changing political landscape, and an overall public perception that “all is not well.” In the most competitive times in recent history for agents, it is of the utmost importance that a Realtor make the most of every single opportunity. A large number of opportunities are born out of obstacles or challenges within the real estate transaction.

Consequently a Realtor must have a set of processes that bring about solution that can be mobilized quickly in order to head off the worst scenario possible: a totally dissatisfied customer.

10 Steps to Handling Problems

1. Acknowledge Dissatisfaction and agree with the complaint if it is valid

2. Apologize for the problems leading to dissatisfaction

3. Ask Permission to revisit and outline the series of events leading to the disatisfaction

4. Acknowlege Responsibility for the actions leading to disatsifaction if it is valid

5. Provide Multiple Scenario solutions to the problem at hand

6. Ask Your Client if they have an alternative solution you did not name

7. Make Certain that the client has chosen a solution that meets their expectations

8. Outline a Schedule for the actions and the completion of the “fix”

9. Keep Client Informed by providing reports during the process of rectifying the situation

10. Upon Completion ask and obtain an agreement, verbal, that the client is satisfied with the solutions provided and everything involved with the “fix” upon completion

If you follow these 10 tips you will avoid the nasty fall out from “reverse viral marketing” where a dissatisfied client tells many friends, associates, and anyone who will listen their “perception” of your poor performance.

Realtor’s Step 1 To Asking To Become A Contributor For A Powerful Blogger

Reuters.com published this deansguide article August 4, 2008

How do you get the kind of exposure you feel you and your writing deserve? How do you do this when you do not have a blog or you are about to launch your blog into the blogosphere? What is the best method of soliciting a prominent blogger with the information you want the consumers to see?

The majority of people never get what they want because they are afraid to ask. This fear, here is the solution to that problem, usually leads the person to take a circuitous route of vague inquiries that never land their intended results.

The following is a perfect example of my philosophy, Jeffrey Gitomer style, on how to ask for something without asking. This is an email sent to me by entrepreneur Peter Furia:

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Dean,


I wanted to reach out to you quickly with a potential blog post for Dean’s Guide. There is a commercial real estate search engine called Rofo.com that just released a short YouTube video that I think real estate agents and consumers both would enjoy.
I’ve put a link to the video below — it’s at least good for a quick laugh.

Thanks and let me know if I can provide any other info.
-peter”
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The Offer-Give
1. Peter offers me content in the form of a very funny video from youtube. He knows that this video will make a great blog post, give my readers a good laugh, and help me with a post that is easy to write and fun
Note: Peter is GIVING not SELLING me first and foremost!
The Take Away
1. Peter’s email informs me of a new Commercial Real Estate search engine called Rofo.com
The Description
1. I emailed Peter and complimented him on his Approach and I asked him for a description of what he would like to promote:
“Rofo is a free website for entrepreneurs and small businesses searching for commercial real estate and related services for facilities/office space. Rofo allows you to search local listings, post your real estate needs, read and write reviews and find the right professionals related to your move. Rofo brings in relevant third party data from sites like Google, Microsoft, and Yelp to help businesses make decisions about where to locate their business.”
Who Is Peter Furia?
He is a funny man and the mastermind behind seedwell.com and Peter Furia Design performing:
  • Video Production viral videos, music videos, promotional spots, documentaries, short films
  • Viral Campaigns video seeding and promotion, microsites
  • Web 2.0 Strategies product-based social networking, user-driven advertising
  • Graphic Design event graphics, CD & DVD artwork, movie posters, flyers
  • Web Design site design, intermediate HTML, basic PHP, basic Flash
  • Music Production songwriting, recording, mixing