One of the best sales people I have met is also one of the best customer service professionals I have met. I’m talking about my real estate agent. Don’t underestimate the good feeling that engulfs a customer when they realise that you remember them, that you remember the small details. Are you in business, and looking for a point of difference? Are you looking for a way that makes you stand out, attracts more business, keeps its current customers?

Our real estate agent, Anne Leith from Methven Professional (Australia) was originally recommended to us via friends of ours. They gave a glowing report on how she had found them the perfect house and had always been extremely helpful in all their dealings they had with her. Now, I’m sure Anne probably uses some sort of customer relationship management software or a database of some kind to help her remember the detail, but who really cares? From day one, Anne remembered my name, the name of my wife and who had referred her to us. Not only did she go on to find us the house we wanted, but now she keeps in touch with us every few months, just to touch base and see how we are doing. With each call she remembers something from our last interaction. Recently she rang and discovered we were having a baby. ‘Oh, wow, thats fantastic and so close to your friends also’. We were blown away. She still remembered who we were, who our friends were, and was showing that she’d obviously recently been in contact with them also. Anne followed this all up with a card when she heard our baby was born.

Now you know, and I know that she is wanting my business. She obviously is looking to sell our house for us when the time comes, so wants to make sure she keeps in touch and that her name is on our lips when that time comes. You know what. She has won and earnt that business. Not only that, I recommend all my family and friends to her if I hear they are looking for a house. Why? She gave us a custom customer service experience. Anne continues to make us feel like we are an important customer. She remembered the detail, and to me that is the point of difference, its the reason why she will continue to recieve my business and my recommendation.

Remember the detail. Your customers will remember you did!