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I think it\’s safe to say that the majority of agents out there have been on the receiving end of an angry rant from their real estate leads. There you are, just trying to do your job, follow up and see what you can help them with and they just go off. Maybe you caught them at a bad time. Maybe they\’ve been harassed in the past by another agent. Maybe they\’re just grumpy all the time. There\’s a hundred reasons why your real estate leads might yell at you and it ne

They say wherever you go, there you are. Yet how present are you at any given time and place you find yourself? Many professionals appear in body but little else. Don\’t get marked as missing in action. In the last week I encountered the following professionals missing in action: Out of Tune: My local mail carrier arrived each day, wearing her iPod and delivering my neighbors\’ mail to me. She\’s in her own world. She dumps the apartment\’s mail in a pile each day. In ad

If the businesses hiring the security company do not feel they are getting good service then you can expect they will be much more open to the next security company sales person who offers a slightly lower price for the same basic purported services. Your security company holds a great deal of responsibility and if your instincts are telling you that they are not the right company for the job, it is time to begin an intensive search for a new home security company.Of course all this makes perf

Virtually every organization encounters customer complaints from time to time. Sometimes it is easy to get caught up in the complaints and to lose track of how many satisfied customers say nothing at all. Even worse, sometimes it is hard to remember just how valuable a customer complaint can be to the organization. Contrary to how it may feel to be the recipient of a customer complaint, it is a wonderful opportunity if embraced with commitment and integrity. You can turn customer complaints into

Garage floor coatings become the important and essential floor coatings for the people. Nowadays, Most of the companies are coming forward to offer garage floor coatings to the customers. The garage floor coatings are offered as per the demand and requirements of the customers. Garage floor coatings have come up with advancement of technology and in different

Recently, I walked over to my bank for what I hoped would be a quick transaction, and felt I was in luck as one of the five tellers had only one person in her line, while the others all had two or three. So I headed for that teller. Big mistake. The customer being helped obviously had some sort of problem, and the teller moved back and forth taking care of it. And of course, I was afraid to change lines, for fear of getting in an even slower one. As I have so many times before, I wondered why th

One recent morning, at 10:35, I walked into a local McDonald’s and ordered a sausage biscuit. The counter person turned around to look up at the clock. Then she said to me: “Breakfast ends at 10:30.” A little surprised, I told her that it was only a few minutes after that time and couldn’t she sell me a biscuit? She just stood there and repeated “We don’t serve breakfast after 10:30.” What logic is there to selling a biscuit at 10:29 a.m. and deliberately not selling that item six

This is the first in a series of short articles about understanding why customer focus is strategically important, what it means to be truly customer-focused and how to create or improve customer focus in your organization. This article presents a simple business case for the strategic importance of creating greater customer focus. Many excerpts are taken from the book, That’s Customer Focus! We hope you find in interesting and helpful.Most of you will probably recognize this soliloquy from S

During 2005 and 2006, the American Institute of Certified Public Accountants issued several new standards to improve and clarify auditing standards in general. There were two statements that were issued and became effective upon issuance: Statement on Auditing Standards (SAS) Numbers 102 and 103. SAS No.102, Defining Professional Requirements in Statement on Auditing Standards, clarifies steps in auditing standards that are “unconditional requirements” defined by works such as “must” and

All of the customer service stories I write about are interesting. Some stories are the stuff of legends. This story is one is the latter. One of my favorite companies is Davidson Hotel Company in Memphis, Tennessee. The reason is that the principals of the company, John Belden and Pat Lupsha, emphasize the importance of values (dignity and kindness) in their guest service. They discuss it often and it is reflected in the actions of their employees and on their website at http://www.davidso