Learning the Secret to Customer Satisfaction!

By
Real Estate Agent with Reliant Realty in Nashville, TN TN License# 00232013

When I returned to college after serving in the military (c. 1971), one of the jobs I took was working at TENNESSEE FURNITURE, located on 3rd Avenue South in downtown Nashville.  The owner, Mr. Bernie Kantor had "TEN RULES TO CUSTOMER SATISFACTION" posted on the wall next to his office door, and he stressed that all his employees memorize them.  I remember that he would always greet me at the door, tell me to walk all three floors and take note of any new inventory; then he would ask me "What is Rule #__?"   (All of this was before I was allowed to clock in).

Mr. Kantor's had a secret... but everyday, he insisted on the same routine: walk the floors, take note of the inventory, and answer the question, "What is Rule # __?" 

Whenever a person entered the store, they were greeted just inside the entrance with, "Welcome.  How may I help you today?"  Upon their exit, they were thanked, asked if they had seen our new items, and invited back.  People came in to pay their utility bills, to make payments on their accounts, and to get out of the rain; but they were always treated as the next big sale.  People were always treated well, and recognized a friendliness in that store; and the staff never forgot Mr. Kantor's "TEN RULES TO CUSTOMER SATISFACTION."  You see, Mr. Kantor had a secret...

In forty-plus years of sales, I have often reflected back on those "TEN RULES TO CUSTOMER SATISFACTION."  Every homebuyer, every homeowner, every fellow REALTOR® deserves to know that I have not forgotten what I learned from Mr. Kantor.  One of our regular customers was NFL Hall of Famer, Ed "Too Tall" Jones, and he knew we had the secret...

Should I share the Ten Rules?  Do I need to?  The fact is, most REALTORS® already know:

Rule # 1 "The Customer is Always Right!" 

Rule # 2 "The Customer is Always Right!" 

Rule # 3 "The Customer is Always Right!" 

Rule # 4 "The Customer is Always Right!" 

Rule # 5 "The Customer is Always Right!" 

Rule # 6 "The Customer is Always Right!" 

Rule # 7 "The Customer is Always Right!" 

Rule # 8 "The Customer is Always Right!" 

Rule # 9 "The Customer is Always Right!" 

Rule #10 "The Customer is Always Right!" 

What about the Secret?  Is it the ten rules?  NO, the secret is the application of the "TEN RULES TO CUSTOMER SATISFACTION."

That will be a blog for another day...

 

Posted by

Fred Cope, Reliant Realty, Nashville, TN -- (615) 587-3500 -- http://www.LookingForHomes.org --28 years experience in real estate and finance

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  1. Shanna Hall 04/18/2010 10:18 PM
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Topic:
Real Estate Sales and Marketing
Groups:
Tennessee
Tags:
realtor
realtors
homebuyers
sellers
customers

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Rainmaker
184,775
Jirius Isaac
Real Estate & loans in Kenmore, WA
Isaac Real Estate &TriStar Mortgage

You gotta tell them they are wrong when they are wrong. And they are a lot of the time.  I agree with Christine above.

April 19, 2010 11:38 PM
Rainmaker
217,772
Fred Cope
Looking For Homes With A Smile
Reliant Realty in Nashville, TN

BUT ARE THEY WRONG?  WHO SAYS THEY ARE WRONG?  Did you ever try to get a bargain on an old pick up truck, and ask/offer an unacceptable figure?  If not, I've got a pick up that I think is a bargain.  [No, I have no intention to sell my Chevy.]  Negotiations begin with two people having "unreasonable" expectations; but conclude with two people believing they got the better of the deal.  Not every negotiation concludes successfully.  I've met those "unreasonable" sellers, and buyers; but an old sales mantra says "It takes so many NO's to get a YES."  Low offers are the best medicine for a high price, and firm sellers are the best cure for silly buyer offers.

Everyone thought the Wright Brothers were crazy--thinking they could fly.  Persistent Determination won the day!

Remember:  If negotiating the sale of a home were easy, we would be unemployed.  THe tougher the negotiations, the more rewarding the success!

April 20, 2010 02:31 AM
Rainer
25,487
PHIL MCGREEVY

Hi Fred,

At Exit Realty they preach the “Platinum Rule” – “Do unto others as they would have you do unto them”. 

Phil

April 20, 2010 02:44 AM
Rainmaker
1,111,117
Richie Alan Naggar Author PEARLS SERIES of books
on LIFE and LOVE plus Real Estate too!
People first then business! Ran Right Realty Riverside, Ca

Fred...

I love this topic and I am always thankful to see it. I have been in customer service all my life in different fields too...I have actually seen arguments  break out between people. You may have a point....but you lost the sale. Thank you

April 20, 2010 09:37 AM
Rainer
11,845
Bob Engert
Georgia Elite Realty

 May not start that way, but it's wise to make them feel they are.

 Just don't compromise your integrity by doing so!

July 12, 2010 02:21 PM
Anonymous
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Rainmaker
217,772

Fred Cope

Looking For Homes With A Smile
How May I Help You?
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