I am currently in Colorado Springs, attending the National Association of Realtors Association Executive Institute (no, I’m not an NAR Association Executive ”“ they invited me to speak on “Applied Social Media”).
The conference is being held at the Broadmoor, a five-star resort hotel.
At the moment of arrival, the attention to detail and superior customer service was readily apparent. Granted, this is a resort hotel that’s been around for 90 years, so they know how to treat a guest.
But still, the customer service didn’t need to be this good.
Without fail, every single Broadmoor employee greeted me warmly and made me feel welcome. Every single one, every time.
The bellhop knew I was there for a speaking gig (because he asked. And listened). He asked me if I needed my suit pressed. I told him it was probably fine. The next morning they called, wanting to be sure my clothes were OK after I unpacked them.
My wake-up calls were personal, not some automated voice system. Every time they asked if there was anything I needed. Every time. Once the young lady said very nicely that I sounded really tired and asked if she should call back in 15 minutes to be sure I hadn’t fallen back asleep on beautifully cut mattress. She woke me from a great dream precisely 15 minutes later. Had she not offered to call back, I just might have missed my speaking engagement.
So where am I going with all this?
“Jay, you were staying at a five-star resort. Of course the customer service was fabulous”, you might be thinking.
Indeed, fabulous customer service should be expected at a place like this. But it was the little things that really caught my attention. Would it have made my stay any less pleasant if the guy vacuuming the rug at 2:00am hadn’t said, “Good evening sir, how are you?” No. Was it entirely necessary for some staffer go out of the way to hold the door open for me? No.
What this type of service makes me ponder is this: are we doing everything humanly possible to make our real estate clients say, “Holy crap these guys are amazing!”
Nope. I do believe we provide great service. But there is always room for improvement.
I want every client, prospective client and even just the casual site visitor to go away thinking, “It can’t get any better than this”. I want to be the Broadmoor of real estate.
I’m not sure (yet) exactly what that will take, but I’m going to figure it out.
The Phoenix Real Estate Guy was started by Jay Thompson, and I have a little blogging problem... he liked to say...
Wow. I totally agree with your logic here. We should make our customers feel like they are at the Broadmoor. Thanks for your post. Your blog is the best I've ever seen.
Thanks,
Dale Corbett
Frisco Real Estate
So, where is the video? You post a video of the wine guys rally, but we don't get to see you in action? Come on, Jay. Post your video.
Jay:
You make an excellent point. (and yes, the Broadmoor is spectacular)
But back to your point. How can we improve and provide world class service?
We can start with your first point about the bellhop… we can listen better.
Do I know what else it will take? No.
But if each person that reads this post could share one concrete idea, then we can all be well on the way to getting there.
Here is one of the small things that I do….If I am taking out buyers to tour homes, I put cold bottles of water in the cup holders of the car before they arrive, so everyone has one. It really helps out on hot summer days, but always shows that I am considerate of their comfort.
Yes, it's a very small thing. But what you learned in Colorado Springs is that small things make an impression.
My wife and I have gone there many times just to hang out (not actually stay there) because the place is amazing. I wish I could afford the green's fees for the golf course.
@Vicki – that would definitely show me that you were both professional and considerate. I think that's a great way to WOW a client.
Great post Jay, a client that is blown away about a service is priceless – imagine if every client did what you just did, thanks for bringing this up.
I stayed there for the EXIT Realty convention in October of 07 and I was totally impressed with the quality of the hotel and the service. It was an exceptional experience that I will never forget. WE went to the Gaylord in Nashville this past October and again I was amazed at the hotel. This coming October we are set to go to the new Gaylord resort in Washington and I am really looking forward to it. They are the best hotel chain that I have ever encountered.
Listening & Follow up. Incredible little things we can do to not only boost our business, but to enrich our lives and the lives of those around us. Incredible thought, huh?
I love that the wake up call offered a snooze. ha! so fun, great way to start the day!
I agree about the listening part. The first Realtor that ever showed me a home showed me a home(that she was obviously the selling agent on), it had none of the criteria that I had mentioned that I liked(hardwood floors, two stories, large bedrooms, porch, and pool.) The only criteria she had listened to was price range, so strange. After I finally realized she was not going to show me a house I loved I moved on to a Realtor who REALLY listened. She listened so well, it only took viewing 1 home to find the one I loved.
**Kelly M´s last blog post..Fool Your Mom/Boss with iSkip</abbr></abbr>
Good luck Jay, High ambitions.. I like it.. I try to do the same thing here in UTAH. Being the best Real Estate agent is a lofty goal. Learn from our mistakes and become better because of it.. Enjoy the royal treatment while it lasts.
**utahcribs Real Estate Salt Lake City´s last blog post..Existing Homes Sales UP.. Govt. to Buy $1 trillion in Bad Assets..</abbr></abbr>
"I’m not sure (yet) exactly what that will take, but I’m going to figure it out."
Finally, someone else realizes the value of standout customer service. My friends and associates don't understand when I comment on a bad waitress or a rude gas station attendent, but the fact of the matter is that the Customer Is Always Right no matter what goods or services they are purchasing or for how much. The bottom line is, customers should be treated like royalty, regardless of industry, location, skin tone, gender, tooth whiteness level or the type of car they drive.
When I go to someone to make a purchase, I may not require a wake-up call, but by golly I demand some respect. The simple fact that he is taking my money should send him to the ground in a hurry to clean my shoelaces with his tongue.
True enough, that never happens, but 'Consumer Shunning' happens a-plenty where I come from, and because of that I commend you J. Just because you're not hauling your clients' luggage up a flight of stairs doesn't mean your not in the business of customer service. Snaps to you for recognizing that a certain lever of Customer Service must be maintained for profitability's sake; good luck to you and your brokerage when implementing.
…yessir, that was me there above. I just got so excited about bad customer service I forgot to throw my name at the top..
Great post J. Keep 'em comin'.
I completely agree with there always being room for improvement in providing great service. I think, life in general, could use nicer people, better customer service, more courteous drivers. If each of us starts then hopefully soon it'll be all around us.
Austin Homes
Hey Jay,
Glad to hear you had a good hotel experience. It's always nice to be on the other side of customer service.
My major question is how is "Slide Mountain", did you give it a test drive or is it too cold?
-Brendan
**Brendan Aiello´s last blog post..</abbr></abbr>
I was at the Broadmoore about 30 years and there was an awesome alpine slide next to it that I rode. Wonder if it is still there…
This is an important topic in any industry and certainly true in the property management and real estate world. I recommend the book "Raving Fans" by Kenneth Blanchard; this is a great read about customer service. It is the little things. Just as it was in the little things we reflect back to that makes an experience positve; it is the same little things that can be missed that does not allow us to "concrete" that positive experience..
**RentalRenegade´s last blog post..RENTAL PROPERTY: The Good, The Bad & The Ugly</abbr></abbr>
I learned how to ski at the Broadmoor and tried to learn how to ice skate. Never stayed at the hotel, but it is a beautiful hotel.
Now that is a winning attitude. If you can impress people with that attitude and experence, they will refer you and you will get more business that does not consider anyone else.
**Morristown NJ Real Estate´s last blog post..Morris Township NJ 07960 Spring Real Estate Deals 2009</abbr></abbr>
One of the best hotels in the world, bar none. Have a splendid time!
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Wow! Seems like a truly spectacular place! More importantly what is the inside scoop on Jay Cutler? Please tell me he will remain a Bronco.
**Minnesota MLS´s last blog post..Minneapolis Real Estate, Audubon Neighborhood</abbr></abbr>
Jay
Thanks for this. What's amazing is that visitors to broadmore pay more for this type of service… YET it does not cost the hotel a thing to provide it.
Good will is valuable and can be created out of thin air with the right attitude.
As General Manager of HomeGain I tool strive to provide our customers with top quality service to match our products
**Louis Cammarosano´s last blog post..New, Unique Co-Marketing Model: AgentView and RateWindow</abbr></abbr>
It is great to be reminded from time to time, the importance of customer service, not just as a term everyone likes to use, but as a way of going about your every day business. ESPECIALLY listening. I hear agents in my office every day who are just babbling on to clients and I'm always thinking, are these clients going to hang up the phone and say, "WOW, that guy really knows what I'm looking for!"? I can't imagine they are. SO many people want to be heard, but few actually want to listen, and that's a shame. Keep up the great blogs!
**andrew in San Diego´s last blog post..Increase in Median Home Prices…Nothing to Get Excited About</abbr></abbr>
The Broadmoor is a great property and their customer service is exceptional. I've learned that great customer service comes from anticipating what a customer wants or needs, and in order to anticipate correctly you have to first listen. The bellman has been trained to listen and then anticipate what you may need, before you even realize that you need it. This concept works in all businesses and is especially effective in real estate.
**Tina´s last blog post..The Georgia Aquarium: The World's Largest Aquarium</abbr></abbr>
Too much of a good thing can lead to dissaster, it sounds a bit "over the top" to me!
Reese Payton
**Reese Payton´s last blog post..Childcare Issues</abbr></abbr>
Don't worry Jay, it's easy to be the broadmoor of real estate here. I just had a new client contact me because the Realtor he had been chatting with online had him do research for homes he was interested in on Trulia, and then went on to tell the buyer that he needed to rent a car to follow him in because he didn't have commercial insurance and couldn't let him ride in his car. LOL. Suffice to say, I'm now working with this buyer in a very nice price range.
**Barry´s last blog post..Litchfield Park – Foreclosure – Expansive Soil – Home Cracks</abbr></abbr>
Jay – back in 2000, I read a book called Customers.com, which covers the customer service concept from a lot of different angles. The one story I remember most is how Hampton Inn empowers its staff – from the manager down to the cleaning staff – to issue 100 percent refunds to customers who express displeasure about their stay there. That's a pretty powerful concept.
Publix Supermarkets (here in FL and some up the east coast) is also great about customer service. I remember going in one morning to buy strawberries, cereal, and milk. Turned out the milk was bad, despite it not reaching the expiration date, and I ruined a big bowl of cereals and berries. Bummer!
I took the milk back to Publix, talked with Customer Service, and they comped me another 1/2 gallon of milk, another box of the cereal, and another bunch of strawberries there on the spot! Though their prices are higher than say, the local Wal-Mart Supercenter – I'm always happy to shop there because I know I'll be treated well.
Basic rule of sales: It's WAY cheaper to keep customers happy than it is to go out and find new ones!
**Kevin Sandridge´s last blog post..What Every Florida Home Buyer Needs to Know About the $8000 First Time Home Buyer Tax Credit</abbr></abbr>
Great post! I agree about the customer service. That alone is one of the most essential things to consider in any kind of industry – real estate included.
Julie Yates
Dallas Highrises
That really is great service! And I think that businesses should take a close look at providing better service in the future if they want to survive! Because good service is going to draw the customers in, and beat the competitors out!
**Lucas´s last blog post..Frugal is good</abbr></abbr>
Oh I would LOVE to be treated like that! It's a shame that sometimes people have to choose between good price and good service. It would be nice if we could have both!
**Marlene´s last blog post..When is it ok to lie?</abbr></abbr>
Wonderful inspriation for us all; wonderful post, I loved it. And I love that your wake up call came with a "snooze" option! If I am ever out there that will be a place on my list to visit.
YES-that is the type of service we all need to give-every client needs to be so impressed with the little details so they will always refer their friends. Great post, Jay!
**Margaret Safford-Metro Atlanta Realtor´s last blog post..Does the Metro Atlanta Real Estate Market Mimic the New HGTV Shows?
Great post. I would love to have stayed at a place like that. Though, it would get irritating after a while, I like to think of myself as completely independent.
**Portland Real Estate´s last blog post..Hair of the Dog, Pet Grooming
Thank you for your post! Broadmoor style is what I strive for.
Renee Capterton
Richland Chambers Lake Real Estate
This is the kind of service everyone wants to get and the reputation everyone wants to have, so I'm glad you're writing about it! But what a lot of people don't seem to realize is that their real estate website can (and should) give that same level of customer service. After all, it's very often the "first face" buyers and sellers see and if it's not providing that Broadmoor-style service, those folks may move on to a site that is! That level of detailed, personal service includes features like clear photos, virtual tours, slide shows, interactive floor plans in a site that's easy to navigate. We can't forget that kind of service extends to ALL facets of our business, not just the face-to-face meetings.
That sounds like it was fantastic-great way to remember our own goals for customer service!
The realtor you mentioned in the "Lis Pendens" post needs to read this…lol! Great comparison for us all to embrace: superior customer service is what we should always do!
Wonderful attitute for all of us to have everyday, no matter our jobs. Think of how wonderful the world would be if everyone worked hard everyday to be the "Broadmoor" of their industry?