Beyond My Past, Service and Facebook

In a post on leadership, blogger Dan Rockwell discusses the different points of a company’s success. Upon interviewing customers about their feelings toward various companies with whom they have a relationship, he heard a recurrent theme. It seems as if those that received high marks, did so for reasons that went beyond the quality of the product or services that they delivered. He discovered that it was more about the unexpected value that the company brought to the equation. Something that was provided which the client didn’t expect.

Huge Implications

Rockwell’s non-formal research has huge implications for any business. In the age of transparency, Realtors for example have found that it’s become more of a challenge to distinguish themselves from others. So much of what a Realtor offers can be offered elsewhere too. Exposure for a listing on multiple websites, social media, print media and so on and so forth. Of course, as I’ve addressed in at least one previous blog post, the true value that one delivers is actually in the execution.

Yet, based on Rockwell’s findings, adding unexpected value certainly seems to be an infallible way to create raving fans.

Know the Value That You Bring

Knowing your value has added benefits. Last week I was befriended on Facebook by someone from my distant past. She was surprised to see photos of my two sons, writing that she always imagined me with a daughter. She surmised that her perception was probably based on how nurturing I was with her daughter and the campers at the day camp at which we both worked. It wasn’t the first time that I’ve heard something similar in recent weeks, and yet I’m surprised by it. I’ve only lately become aware of that side of myself.

The point is that when you understand your strengths and their value, it helps you to leverage them for the benefit of others and for your personal growth.

Expectations

Much of what a Realtor does is expected of them. A listing client expects their Realtor to price their home properly, to generate prospects and to sell their home at a high price. It’s those Realtors that go above and beyond, however, that procure the most repeat business. That includes:

1. Under promising and over delivering
2. Offering creative solutions
3. Recommending service people who are reasonably priced yet the best at what they do
4. Lastly the greatest value that a Realtor provides… negotiating insight that procures the highest price.

Do you recognize the added value that you provide your clients, whatever industry you’re in?