Taking the Customer’s Perspective
Posted by Becky Carroll on April 3, 2007
Who is your business focused on? I saw this sign the other day and contacted the realtor, Tamra Clair, to learn more about her perspective.
Tamra is a customer-focused realtor based in San Diego. As we talked about the sign, she shared her customer process with me. When the escrow closes, the selling agent’s SOLD sign is required to come down. Tamra then asks her client if they were satisfied with her services, and if so, whether they would be willing to have a “Just Bought” sign put up on the property. This particular sign has been up since escrow closed in January! Tamra also throws a party for her clients when they close escrow at the local Karl Strauss brewery. See her website for a photo of one of these “housewarmings”.
When asked what she feels her customer-focused signage signifies, Tamra shared these thoughts:
The sign says that I helped my client buy this home. It is about more than just making money. It is about being more personable. This business is all about people.
I love this example because it turns the usual “Just Sold” sign around to the other side! I also love this because Tamra’s clients are so willing to share their experience, and she is willing to ask. When you help a client, are they willing to be a referral?
When your organization is focused on the customer, it is as clear as a sign in front of a house. Whose perspective are you taking with your communications?