Customer Service isn’t Dead – Just Hiding

Starbucks Customer Service Pledge

With all of these strides to become better and better with customer interaction and “expectation delivery” why is it that so many people out there question that customer service is dead? I want good, consistent customer focused service. Too often in my industry of real estate we hear vendors, speakers and products touting the exemplary is necessary. Where I agree to an extent that the exemplary makes you memorable and is a pleasant surprise in certain elements – my issue is that we should probably focus on providing “really good” experiences first. These don’t HAVE to be amazing every time, they should simply focus on providing what the consumer expects and maybe a little more. There’s little value in providing OUTSTANDING service 1:5 times if the other 4 times it’s less than par.

Dancing Hamsters and What Your Brand is All About…

Yo dude... I knows Real Estate

What are you really focusing your brand on? Are you using killer beats and dancing hamsters to gain the trust and approval of someone that is looking to invest hundreds of thousands of dollars with you? Are you “gimmicking” your way through business right now? Take a minute to think about this. I mean I love dancing hamsters and all – but that doesn’t mean I want to drive their car. Do you?

Mobile Apps, Brokerage and “The Homer” of Real Estate

The Homer of Real Estate

I was recently interviewed by Mary Ellen Podmolik of the Chicago Tribune for her article, “Mobile apps link home buyers to brokers“.  The full article can be found by clicking on the previous link, but here’s my condensed contribution: “With the market being the way it is and homebuyers understanding this is a home they’re [...]

An RPR Q&A Overview from Leading RE

rpr logo

Even though I thought that I was pretty “up to date” on the FAQ’s of Realtors Property Resource (RPR) – I found this session both enjoyable and informative. Find my rambling notes below:

Business Planning Tips – 3 Steps to Accountability


This implementation is often times the number 1 failure of business plans and makes all of that wonderfully hard work for naught. So what can you do to make sure that the goals and actions you have mapped out for yourself and/or your company get implemented? Make yourself accountable.

Planning Business Habits – Your Next 90 Days


What you do in business today is going to affect your business 90 days out (or more) and should be worked into an actual business plan. The goal, however, should be to start implementing ACTIONS that will translate into HABITS in your business going forward.

The Paralyzing Effect of Analyzing Web 2.0


The constant looking and researching, “what’s next?” and over-inundating of data we consume is actually paralyzing us as individuals. I share my thoughts in this short video.

BlogWorld Insights #2 – The US vs. Them of Media

Picture courtesy of "Not the First Noel" via Flickr

Collaboration could possibly be the cure all to what ails us – but until we dump the “Us vs. Them” mentality and start operating from a level of abundance (and strict ROI) I think we have a long way to go.

Social Karma, Social Capital & Your Cosmic Debt

Image courtesy of

Recently I had an incredibly meaningful conversation on Twitter involving Jeff Turner (@respres) and Ines Hegedus-Garcia (@ines) where we discussed Social Capital versus Social Karma.

Advising the Face of Real Estate Today

REal Estate Advisor

You are a real estate professional. You have taken an oath to serve your clients and advise them to the best of your ability. This “advising” is not limited to the negotiation of the property and searching of the MLS, you are in the truest form, a financial planner for their current and future home situation.