Archive for Customer Sevice

Leadership: What You Could Learn from Dan Hesse

In 2007 Sprint/Nextel appointed Dan Hesse CEO of the customer-service-flailing company. Since then, Dan and his marketing team have worked across all different forms of Media to deliver a message of customer service and “biz-love” to clients across the nation.

The Real Estate Office… and Company… Of Today

A note of thanks to Marc and Brian of 1000Watt Consulting, Joel Burslem of FOREM, and Ash Munshi of Terabitz for their contributions to this topic.

Picture this…

You own a brokerage in a major city. You are an established name. And like everyone around you, you currently suffer at the hands of the real estate downturn.

Business is down 40% and your costs are spiraling out of control. Costs that include:

Print advertising. A surplus of marketing, IT, managers and support staff. And a lease for office space that provides too much room for too many agents who have no need for it.

Bring the Love Back – Your Wake Up Call

You have lost your consumer

You need to solve this problem by making it someone else’s problem
You said you were going to change
You said you were going to connect
You were going to understand their needs
You were going to become integrated
You were going to find out what makes your client tick
You were going to let them into your space
Instead you focused on incentives, impressions, and going “viral”

What happened?

Making Sense of the Real Estate Web-World’s Future

Because many of the leading online real estate sites have opted to source listings directly from brokers, rather than becoming brokers themselves and displaying listings via IDX, there are many gaps in the inventory they display. Consumers are either unaware of this issue, and make life-changing decisions with incomplete information, or throw down their stone and start hopping. – 1000Watt Blog – Online Real Estate’s Dirty Little Secret – Aug. 11th, 2008

My Top 5 Questions for Leading Real Estate Companies of the World

Last week I was asked to pick 5 questions from a list of 13 provided by Leading Real Estate Companies of the World for possible contribution to their blog The Real Estate Beat. Yes, there was a free entrance into the conference at stake, but all the same I thought I would share my responses.

Bring the Love Back – Not Just a Catchy Title

I saw this video yesterday for the first time, and am embaressed to say so. It is so brilliant and hits so spot-on, that I watched it over and over. Geert Desager and his team over at OpenHere have presented Bring The Love Back Please take a look:

Do You Deserve Customer Loyalty? Ask Yourself Why…

But what is different now… is that the consumer, and the agent in that matter, has the right to question that relationship and in turn question their loyalty. As an agent (or other provider) have I :

When the going gets tough… the tough go for a joyride.

The years to come in Real Estate will not be easy, will not always be fun, and sometimes… will be heart wrenching for us and our clients. When these elements come to our lives, it’s easy to get derailed and come down hard on ourselves. So remember these simple words as rules to live by and i believe it will help us all get through this difficult time.

Why the idea of 2.0 might have a long way to go.

To those of us that have made our job, livelihood or passion around this modern day technology, most of this is pretty basic. We look to Mashable or other sites to see how they have improved upon it or what the latest “plugin” is to take us to the next level. But… what about the other 90% of the world? What about the 40+ consumer that doesn’t get it or doesn’t think that social media is anything more than a way for high school kids to bitch about their teachers and share pictures?

Turn Your Gmail Account into a Text Messaging Machine

Big shout out to Joel Burslem from FOREM for sending out a Tweet the other day discussing Google Labs’ new process for sending text messages from your Gmail account.  The full “How To” can be found on the Google Labs Official Gmail Blog here , but it’s easy enough.  I even put together a quick video [...]