What is the Real Foundation of Great Service? Listening to the Customer!

How can great service be provided to a customer unless you know what service they need and how they want it provided?

In today’s marketplace, Canadian consumers are constantly being inundated with advertising claims from a number of real estate brands, many of which sound very similar from one company to the next.  The consumer is left wondering whether there really is a difference between real estate companies.      

That was a key reason why Coldwell Banker developed Ultimate Service®.  It all starts with listening.  Every customer and every transaction is different.  Only by listening to the customer and truly understanding their individual needs, can you deliver a value proposition that will meet those needs. 

There are three distinct steps to the Ultimate Service marketing process:

-- First, we listen to the customer, to understand their needs and goals.  

-- Second, -- together with the customer -- we develop a customized service plan to meet their needs…and then commit to that service plan, in writing.  We offer a signed pledge to customer satisfaction in the form of our Buyer and Seller service guarantees

-- And finally, we give our customers an opportunity to evaluate our service in the form of customer satisfaction surveys. 

These satisfaction surveys benefit the consumer in two ways.  First, it provides valuable feedback which allows us to continually evaluate and refine our service offering.  Only by constantly improving can you ensure that your service stays ahead of your customers’ expectations.  

But there’s another way that our survey benefits the consumer - it offers them a proven track record of our performance.  In fact, Coldwell Banker Canada has just earned a 98% overall satisfaction rating from Canadian Home Buyers and Sellers.  And what’s more, we’ve now done it for 14 years in a row!

This satisfaction rating is unique in the real estate industry.  Why?  Because it’s based on what real, live customers had to say about the service experience delivered by their Coldwell Banker professional.  This 98% satisfaction rating was tabulated by an independent third party company, and is based on the responses of over 55,000 Canadian home buyers and sellers.  No other company in real estate can make that claim.

When you choose Coldwell Banker, you don’t have to take our word for it that we provide outstanding service – just ask our customers!

By the way, I am happy to say that I am an Ultimate Service Award winner!  Contact me and find out why my clients are very satisfied with the service I provide...