I think I'm like most people. I hate having to schedule service appointments for my home. While my first inclination is to want to fix everything myself when I can, I've passed that point in my life. If it's not something I can do quickly and easily, I'm hiring a pro to come in and do it. They've got the tools and the expertise to (usually) get it right the first time in a minimal amount of time.
And like most people, I think a large part of the reason I don't like having to book these appointments (besides the large chunk of money being detached from my wallet) is the inefficiency of the process. It's borderline disrespectful to me as customer because we get these large windows of time to expect the service call. Half a morning or afternoon, and it could be anytime during that time frame for the initial appearance.
I can't run my real estate business that way. Can you imagine telling a seller thinking about selling their home and hiring us as their listing agent "We'll be there between noon and 4 p.m. Friday". That would be a quick, "no thank you" and they'd be calling our competition.
But some local service people are catching on to the consumer's frustration and using technology to provide service that sets them apart.
This week we needed some service on our HVAC system. We tried a new company and they were more specific than most. The appointment window was for just an hour slot, not the usual 3-4 hour "scheduling". And they promised a 30 minute heads up before showing up. Now that I can work with! I can go about my normal day and then head home when I get the call.
And even more unusual in this case is the service company actually called 3 hours ahead of time and said the service person was available earlier than planned, what time could I be home? 45 minutes from now? Perfect! And that call was followed by a text with the name and photo of the service person AND a link for a tracking app so we could track just how many miles away the service van was!
Now that's using technology to take care of customer concerns!
As real estate agents, we have to be careful to truly LISTEN to what our customers want and adapt how we work to fit their needs. In some cases, it's technology that helps.
In other cases, it's the human touch that matters. Some fundamentals work no matter what technology comes along. Communicating quickly. Taking care of questions and needs. Doing what we need to do to earn their trust.
Ready to talk buying or selling a Cincinnati area home? Call Bill of The Liz Spear Team of RE/MAX Elite at 513-520-5305 or email Liz@LizSpear.com.
Serving Cincinnati area home buyers and sellers,
Liz and Bill aka BLiz
Serving Warren County Ohio & Adjacent Areas
The Liz Spear Team of RE/MAX Elite
Elizabeth Spear, ABR, CRS, Ohio License SAL.2002007747
William (Bill) Spear, CRS, Ohio License SAL.2004011109 Kentucky 77938
Ask for us by name if you visit the office!
Two locations: Lebanon & Mason, OH
Bill Direct: 513-520-5305
Liz Direct: 513-265-3004
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