I was recently presenting a 5 Star Service Zoom webinar to a group of estate agents. At the end, I was asked this question: 

‘What’s the one thing estate agents could do to provide better customer service?’ 

Obviously a brilliant CRM system, great representation, using Omnichannel effectively, etc. comes to mind but my answer was: 

‘Take your shoes off’. 

I explained: 

'Whenever you visit a customer’s house always take your shoes off.  Don’t ask if you should. Don’t wait to be asked. Just do it.'

I questioned how many of them took their shoes off when they visit a home. A sheepish half put their hands up with lots of 'sometimes'. 

It’s an instant deposit in the emotional bank account of your customer (potential or existing). 

What’s your top tip for putting an instant deposit in to the emotional bank account of your customers?  

What have you done?  

Or, what seemingly small thing have you been on the receiving end of that made you say ‘Wow?’ 

There’s a copy of my book 5 Star Service for our favourite. Please post your comment on the web version here. 

Be Brilliant!