Delivering Customer Value: Surpass Expectations

First you need to set and meet expectations and then you can surpass them! 

To surpass them, we could do the expected things in unexpected ways during the process of working with the clients or we can do one expected thing at the end of the transaction.  All it takes on your part is to truly care about your clients and pay attention to what is important to them! 

In real estate, it doesn't always matter how much time you spend on your customer - your commission remains the same.  If you spend 20 hours overservicing your buyer or seller to net $2,000 in commission for example, you just earned $100 per hour.  However, if you spend 10 hours overservicing your buyer or seller to net the same amount of commission, you just earned $200 per hour! 

You have to manage your time and money to efficiently achieve your income goals while also surpassing your customer's expecations.  And it doesn't have to cost much to do it.  There are many ways you can personalize and provide special services inexpensively.