{"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_post_was_ever_published":false,"_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":""},"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":1019,"url":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/1019\/is-your-broker-profitable-traditional-brokerage\/","url_meta":{"origin":10146,"position":0},"title":"Is Your Broker Profitable?- Traditional Brokerage","author":"Brian Brady","date":"February 8, 2007","format":false,"excerpt":"Have you ever analyzed the business model your broker has? Try to run the numbers sometime and see just how much profit the owners(s) of your real estate brokerage really earn. I learned a lot about running a mortgage brokerage and real estate brokerage from 1999-2002. I've owned both and\u2026","rel":"","context":"In "Real Estate"","block_context":{"text":"Real Estate","link":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/category\/real-estate\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":4319,"url":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/4319\/rate-a-realtor-is-for-ding-a-lings\/","url_meta":{"origin":10146,"position":1},"title":"Rate-a-Realtor is for Ding-a-Lings","author":"Galen Ward","date":"September 11, 2008","format":false,"excerpt":"Techie agent types have probably googled their name (or the name of a competitor) only to find a agent review website that says something like: Barbie Baker is a San Diego real estate agent. Barbie Baker has no reviews. Click here to review Barbie Baker. If you're uncommonly lucky, you'll\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":2},"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":10139,"url":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/10139\/real-estate-sales-transactions-in-phoenix\/","url_meta":{"origin":10146,"position":3},"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":4},"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":11484,"url":"https:\/\/www.bloodhoundrealty.com\/BloodhoundBlog\/11484\/you-dont-need-todays-idea-of-a-team-to-succeed-in-a-big-way\/","url_meta":{"origin":10146,"position":5},"title":"You Don’t Need Today’s Idea of a Team To Succeed In a Big Way","author":"Jeff Brown","date":"March 10, 2010","format":false,"excerpt":"Teams have proven themselves a potentially profitable strategy in real estate brokerage, as almost every mid-large company has at least one pretty successful team under its roof. 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