Contact:

Jeff Zipper, Vice President of Communications
407/438-1400, ext. 2314
JeffZ@far.org

Marla Martin, Communications Manager
407/438-1400, ext. 2326
MarlaM@far.org

Editor's note: Providing good, reliable service is key to successful business/customer relationships. A company that wants to stand out will often provide service that goes above and beyond customers' expectations. This release offers several exceptional service concepts that Realtors have used to great success -- but any business could adapt these ideas to work for their companies.

Above and Beyond: Service that Makes a Business Stand Out

ORLANDO, Fla., September 2003 -- Florida Realtors® know that to be successful, a business must build strong relationships with its customers. One of the best ways to develop a solid client base, according to the Florida Association of Realtors’® (FAR), is to offer service that goes beyond the expected and delivers an experience that's welcome, unusual and unforgettable.

Here are five great ideas for superior service that leaves a lasting impression and builds customer satisfaction and loyalty:

• Say it with food. Want to help your homebuyers have an easier time on moving day? Then why not deliver dinner? It could be a special home-cooked meal, such as lasagna, salad, bread and your best dessert; or, maybe you order a meal and all the trimmings from the neighborhood deli or supermarket. Either way, don't forget the disposable dishes and flatware.

• Be the cleanup crew. Preparing to sort through years of accumulated furniture, clothing and household items can be overwhelming for home sellers or buyers, but it's easier to tackle the chore when you have a little help. Why not hire a cleanup crew to help out? Some companies even help separate goods that can be donated to charities from those that need to be discarded, transport the salvageable items and then give the client a tax receipt for their donations. If hiring a cleaning company is beyond your budget, you may prefer to personally volunteer to help your customers sort through their clutter.

• Capture the memories. For an out-of-town buyer building a new home, it may be difficult to keep track of what's happening at their home site. To help those customers, why not keep a record for them using digital photos? Ask the contractor for a construction schedule, and when it's time for a major part of the project to be completed, you can run by the site and capture the progress using a digital camera. Those photos then can be e-mailed to your out-of-town client, who will appreciate the visual update. And, once the home is built, you can arrange the photos in a keepsake scrapbook for the buyer, along with valuable information about the community.

• Provide little extras. There are a number of low-cost, unexpected services that are thoughtful and will long be remembered, such as sending your office or family "high-tech" computer expert to hook up your buyer's computer in their new home. Or you can have the locks changed and make new house keys for each family member, along with a couple of additional keys for emergencies.

• Meet and greet the neighborhood. You can help your buyers or customers meet their new neighbors, whether it's the family that lives next door or down the block, or the employees who work in the same office complex. Some Realtors, with their buyers' permission, send out "Meet Your New Neighbor" cards to all the families in the neighborhood. Or host a "get-acquainted block party" to introduce the buyers' children to other children who live nearby. It's a way to provide a new circle of friends for the clients and their children; plus, it gives them a source to tap for information about their new community, which is sure to put them at ease in their new home.

Taking the time to think about what you can do to help make your clients' day a little brighter or the transaction a little easier will reap dividends in terms of customer satisfaction, retention and loyalty.

The Florida Association of Realtors, the voice for real estate in Florida, provides programs, services, continuing education, research and legislative representation to its 90,000 members in 70 boards/associations.

© 2003 FLORIDA ASSOCIATION OF REALTORS