Episode 295: Managing a True Customer-Centric Culture

Episode Timeline

Episode 295 Mail-Right Show Special Guest Shep Hyken

In the 295th episode of the Mail Right Show, we have special guest Shep Hyken, CSP, CPAE, and the CAO (Chief Amazement Officer) of Shepard Presentations, a man whose specialty is working his way into the hearts and minds of every customer and discusses how to cultivate a truly customer-centric culture. As a customer service and experience consultant and keynote speaker, he works with firms to build loyal relationships with their customers and employees.

The Power of Customer Loyalty

Customer loyalty simply means a customer repurchases a product or service from your company. Each encounter with consumers increases the likelihood of them becoming recurring clients. Shep Hyken provides a training program for exceeding customer expectations, engaging consumers, managing the customer experience, and cultivating client loyalty. When a firm hires Shep to do a customer service or customer experience speech, the audience leaves the room with practical tools, ideas, and thoughts. He accomplishes this by mixing vital knowledge with a cheerful and enthusiastic manner to deliver engrossing lectures to his audience.

5 Methods for Establishing a True Customer-Centric Culture

Customers today expect real estate brokers to be world-class, not simply well-known. They will not compare them to another realtor; instead, they will compare them to the best service they have ever had. As a result, here is a six-step method for developing a genuine customer-centric culture. 

Hire the Right People

The first step is to hire the appropriate personnel. Then, sit down with the team and inquire why clients choose to do business with you over others. What distinguishes you? Determine your area of expertise and leverage it to your advantage. For instance, if you are adept at learning about your customer’s background, you could use this to your advantage. Notably, clients in the real estate market expect a prompt response. These clients desire agents who are cognizant of who they are, what they stand for, and what drives them. They want someone who has a sufficient understanding of them to make suitable recommendations; anything less would be a mistake.
Additionally, it is vital to ascertain the client’s lowest expectations and continually surpass them and verify that those low expectations align with the customer’s standard expectations. It’s as if, instead of promoting to them or showing them 200 or 20 listings that would be confusing, you’ll show them four or five great homes where they might find something that meets their criteria. In conclusion, understanding the customer is critical in the highly competitive real estate industry.

Know Your Competition

Consider how your adversaries would answer that question. What are others doing that you are not? In layman’s terms, ensure that you follow all of the standard procedures for achieving customer satisfaction, such as adhering to the famous statement, “The customer is always right.” You can never go wrong by following the fundamental steps. 

Seek out other rivals and identify something you can add to the list of reasons why someone should do business with you. Knowing your competition is also critical to determine how to increase your efforts in terms of client satisfaction. Never, ever accept less when it comes to your customer. 

Differentiate Yourself

Maintain a steady pace. It implies that if what others are doing is something they should be doing, you should follow suit, but with a twist. After all, you don’t want to be a clone since you’ll become a commodity rather than a necessity. For instance, if everyone is already using the aforementioned renowned quotation, ensure that you offer a slight twist valuable to the client. 

Keep Growing

Expand your horizons beyond the sector of enterprises with which you wish to work. Conduct business with a different clientele, and learn. It is not sufficient to understand the ins and outs of your industry; instead, you should constantly strive to extend and learn beyond your comfort zone. Anything you know from that experience can be leveraged to grow your business. 

Continuous Training for your Team

Your team is the backbone of your business and if you want to go far in any endeavor you need to make sure the people you have are well-equipped to face challenges. Having them undergo effective training programs and seminars will help ensure your people are ready and prepared to outperform their counterparts.