inhouse #1 Dec-Feb 2017
Lead • Unite • Inspire
Lead • Unite • Inspire
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In the Spotlight<br />
10 Ways to WOW Your Customers<br />
Today’s customers are in the driver’s seat, says Leanne Howard, LJ Hooker<br />
Head of Customer Experience. They are knowledgeable, connected and have<br />
expectations that their experience will be five-star.<br />
At LJ Hooker, we have shifted our<br />
focus to ensuring our customer<br />
needs are met and often exceeded,<br />
promises are kept, communication<br />
is frequent and transparent, and<br />
every touchpoint of their journey with<br />
LJ Hooker is a positive, memorable<br />
experience.<br />
One of the many initiatives taken<br />
up by the LJ Hooker Customer<br />
Experience (CX) team to help our<br />
offices provide standout customer<br />
experiences is an in-depth study into<br />
how our top offices are wowing our<br />
customers and keeping them for life.<br />
These are just a few of the<br />
good strategies some of our<br />
offices have implemented.<br />
1. First impressions<br />
Ensure a customer-centric culture<br />
is in place. Always be immaculate<br />
in your presentation and aim to<br />
be approachable and of course,<br />
contactable, at all times.<br />
Wow factor: Create a café culture<br />
within your office. On arrival in your<br />
office for an appointment, offer<br />
customers a beverage menu (tea,<br />
coffee, juice, soft drinks) with some<br />
biscuits to complement.<br />
2. Communication<br />
Excellent communication is the start<br />
of great customer service. Always be<br />
open and honest and communicate<br />
regularly. Automate communication<br />
where possible.<br />
Wow factor: Adopt a ‘customer<br />
for life’ program by proactively<br />
managing your CRM system to<br />
contact both past and current<br />
customers. Establish minimum<br />
points of contact per year with each<br />
customer e.g. send market update<br />
report, anniversary card, Christmas<br />
and New Year card.<br />
3. Appraisal<br />
Sales agents should be impeccably<br />
dressed, professional and come<br />
armed with knowledge about the<br />
process of getting the house to sale.<br />
By way of confirmation, send them a<br />
quick e-message via email or SMS.<br />
Wow factor: Add a video testimonial<br />
(on DVD or USB stick) with your<br />
digital pre-list kit sent in advance of<br />
an appraisal appointment..<br />
4. Listing<br />
Sales agents should call the vendor<br />
to express gratitude for their<br />
business. Send a thank you letter<br />
on behalf of the FO, sales agent,<br />
and CX Champion.<br />
Wow factor: Organise a listing<br />
gift to vendor such as a beautiful<br />
bottle of red, Moet champagne<br />
or high-quality chocolate truffles<br />
(Suggested value: up to $60).<br />
5. Marketing<br />
Explain the marketing process,<br />
administration, timelines, and<br />
preparation of documents.<br />
Wow factor: Run a ‘Spin to Win’<br />
marketing campaign which gives<br />
vendors the opportunity to win<br />
back their entire real estate fee<br />
(capped at a certain value). Ask us<br />
for more details.<br />
6. Open for inspection<br />
Sales agents arrive early to check<br />
property is ready. Conduct at least<br />
two OFI’s (one mid-week and a<br />
Saturday inspection).<br />
Wow factor: Arrange a beautiful<br />
bouquet of flowers for vendor’s first<br />
open home (Suggested value: $50).<br />
32 <strong>inhouse</strong>. // issue <strong>#1</strong>
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