{"id":10146,"date":"2009-10-20T17:06:33","date_gmt":"2009-10-21T00:06:33","guid":{"rendered":"http:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/?p=10146"},"modified":"2009-10-20T17:06:33","modified_gmt":"2009-10-21T00:06:33","slug":"transactions-vs-having-a-business","status":"publish","type":"post","link":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/10146\/transactions-vs-having-a-business\/","title":{"rendered":"Transactions Vs. Having a Business"},"content":{"rendered":"

Getting obsessed with delivering good customer service has become more and more a focus of what I’m doing.\u00a0\u00a0 I’d rate myself a 3 on a scale of one to ten, but before June,\u00a0 I was a -2.\u00a0\u00a0 So there’s that, at least.\u00a0 My goal is to get to a “5” by the end of the year.<\/p>\n

Customer service is the difference between “doing transactions” and “having a business.”\u00a0 Creating a process that honors the customer’s intent is our<\/em> job, and figuring out a way to do it within the human constraints of bandwidth and knowledge is not easy. <\/em>But doing it is rewarding, both in the “artistic” sense and in the monetary sense.<\/p>\n

Getting honest feedback is hard, too.\u00a0 People don’t want to identify what you can do better, and our own egos create a situation where we justify our failures.\u00a0 Perception of the customer is reality, and when we wanna break the stereotype of the entitled and mediocre Realtor (in my case, consultant), we have to fix what’s broken.\u00a0 We have to be committed to the outcome of good service, and good perceived <\/em>service.<\/p>\n

They are both important.\u00a0 When my wife was at Dominion homes, the customers there were all given a survey.\u00a0 The managers would do whatever possible to let the customers know that “yes” was the only real answer.\u00a0 Dominion was deprived of feedback because of the perverse incentives of the bonus program they created.\u00a0 People were flat out told that they’d get $100 cash if they brought the survey back for the manager to fill out.\u00a0 Attaboys were really <\/em>what they were after.<\/p>\n

Not “how can we–as a company–get way better.”<\/p>\n

They assumed that they had achieved operational perfection.\u00a0 They had not.\u00a0\u00a0 I have not achieved operational perfection yet (though I’m far closer now).\u00a0\u00a0 I want to know where I’m weak, and where I’m perceived <\/em>to be weak.\u00a0\u00a0 Where the communication is chunky and commitments are unmet.<\/p>\n

This is the core difference between doing deals and having a business.\u00a0 Finding a way to get actionable information.\u00a0 Hearing feedback.<\/p>\n

My customer service survey that goes out says this:<\/p>\n

I want to be the best ever.\u00a0 I Read more<\/a><\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

Getting obsessed with delivering good customer service has become more and more a focus of what I’m doing.\u00a0\u00a0 I’d rate myself a 3 on a scale of one to ten, but before June,\u00a0 I was a -2.\u00a0\u00a0 So there’s that, at least.\u00a0 My goal is to get to a “5” by the end of the […]<\/p>\n","protected":false},"author":39,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_post_was_ever_published":false},"categories":[7],"tags":[],"class_list":{"0":"post-10146","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"hentry","6":"category-enduring-interest","8":"no-featured-image"},"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack-related-posts":[{"id":10139,"url":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/10139\/real-estate-sales-transactions-in-phoenix\/","url_meta":{"origin":10146,"position":0},"title":"Real Estate Sales Transactions In Phoenix","author":"Ryan Hartman","date":"October 20, 2009","format":false,"excerpt":"I don't know if the local board in Phoenix allows agents to display recent sales transactions via idx feed, but it seems to me from talking to others around the land that most boards don't. Doesn't it kinda sting that Trulia can display this info, but Realtor folk can't? Or\u2026","rel":"","context":"In "Supplanting the NAR"","block_context":{"text":"Supplanting the NAR","link":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/category\/supplanting-the-nar\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":9816,"url":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/9816\/making-the-numbers-in-real-estate-marketing-add-up\/","url_meta":{"origin":10146,"position":1},"title":"Making the Numbers in Real Estate Marketing Add Up","author":"Sean Purcell","date":"September 22, 2009","format":false,"excerpt":"In a recent Bloodhound post about Twitter (only Brian Brady could write the third post in just over a week on the same subject and generate so many comments!) there was a comment on marketing numbers that so intrigued me I felt compelled to respond in a post rather than\u2026","rel":"","context":"In "Flourishing"","block_context":{"text":"Flourishing","link":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/category\/flourishing\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":2262,"url":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/2262\/bloodhoundblogtv-kris-berg-and-daniel-rothamel-discuss-paperless-transactions-and-the-prognosis-for-hi-tech-real-estate-marketing\/","url_meta":{"origin":10146,"position":2},"title":"BloodhoundBlog.TV: Kris Berg and Daniel Rothamel discuss paperless transactions and the prognosis for hi-tech real estate marketing","author":"Greg Swann","date":"November 25, 2007","format":false,"excerpt":"Click to the flick. There's an MP3 version, also, so you can listen from your iPod if you want. Dan Green weighs in as well. Technorati Tags: blogging, disintermediation, real estate, real estate marketing, technology","rel":"","context":"In "Blogging"","block_context":{"text":"Blogging","link":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/category\/blogging\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":1793,"url":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/1793\/real-estate-weblogging-to-create-the-kind-of-relationships-that-lead-to-closed-transactions-repeats-and-referrals\/","url_meta":{"origin":10146,"position":3},"title":"Real estate weblogging to create the kind of relationships that lead to closed transactions, repeats and referrals","author":"Greg Swann","date":"August 13, 2007","format":false,"excerpt":"Sorry, Michael, but sometimes plumbers gotta talk about pipes. This is Teresa Boardman writing at The Real Estate Tomato:In my humble opinion it isn't about how many people read me. It is about who reads me and why. It is about speaking directly to the clients you prefer working with.\u2026","rel":"","context":"In "Blogging"","block_context":{"text":"Blogging","link":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/category\/blogging\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":883,"url":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/883\/whats-better-than-having-a-realtors-advice-having-a-realtors-advice-for-free\/","url_meta":{"origin":10146,"position":4},"title":"What’s better than having a Realtor’s advice? Having a Realtor’s advice for free!","author":"Cathleen Collins","date":"January 11, 2007","format":false,"excerpt":"Last Friday, on January 5, our nephew Bryan celebrated his twenty-first birthday. Less than a week earlier, on New Year's Eve, he wasn't yet old enough to join in a New Year's champaign toast at the club where's he's played gigs for the past few years. He graduated from high\u2026","rel":"","context":"In "Marketing"","block_context":{"text":"Marketing","link":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/category\/marketing\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":10,"url":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/10\/a-cloud-for-every-silver-lining\/","url_meta":{"origin":10146,"position":5},"title":"A cloud for every silver lining…","author":"Odysseus","date":"November 16, 2005","format":false,"excerpt":"The story is headlined \"Valley's home market No. 1.\" The news is that median home prices in the Phoenix area are up 55.2% from the third quarter of 2004 to the third quarter of 2005. But, of course, the article immediately veers into doom and gloom, so it's important to\u2026","rel":"","context":"In "General"","block_context":{"text":"General","link":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/category\/general\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]}],"_links":{"self":[{"href":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/wp-json\/wp\/v2\/posts\/10146","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/wp-json\/wp\/v2\/users\/39"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/wp-json\/wp\/v2\/comments?post=10146"}],"version-history":[{"count":2,"href":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/wp-json\/wp\/v2\/posts\/10146\/revisions"}],"predecessor-version":[{"id":10148,"href":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/wp-json\/wp\/v2\/posts\/10146\/revisions\/10148"}],"wp:attachment":[{"href":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/wp-json\/wp\/v2\/media?parent=10146"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/wp-json\/wp\/v2\/categories?post=10146"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/wp-json\/wp\/v2\/tags?post=10146"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}