• Think about the experience you give consumers who use your services.
  • Reflect on whether your customer service is consistent.
  • If it's not consistent, then you need to change it.

I was staying in a hotel in California as I traveled to speak to real estate agents. I got to the room after a rather frustrating day, and I came face to face with a pilot and his escort (the paid kind of escort). It made me wonder about the accommodations, so I took to Yelp to figure out what was up. I found some not-so-flattering reviews of the hotel’s customer service that included dead bugs, lice and hookers.

However, the next day, I spoke with a man staying in the same hotel, and he had an enjoyable stay. It got me thinking about consumer experience.

On the other hand, I went to Ashville, North Carolina, where I stayed in a beautiful place with views of the mountains and the skyline, and the inside was as lovely as the views.

In real estate, it looks like what we do is the same on the surface, in that we help people buy and sell property.

But just like with hotels, there is a stark difference in quality and customer service among agents. And I am on a mission to make that experience not so varied for the consumer.

So I’m begging the agents I teach to aim for a more consistent and better consumer experience.

Think carefully about how you portray yourself to consumers. Reflect on the service you are providing and what that says about you. Is it the same across the board? If not, fix it.

Leigh Brown is a full-time residential Realtor, speaker, coach and smartass. She works in the Charlotte, North Carolina, market with Re/Max Executive Realty and can be reached @leighbrown on all networks.

Email Leigh Brown.

Show Comments Hide Comments
Sign up for Inman’s Morning Headlines
What you need to know to start your day with all the latest industry developments
By submitting your email address, you agree to receive marketing emails from Inman.
Success!
Thank you for subscribing to Morning Headlines.
Back to top
Only 3 days left to register for Inman Connect Las Vegas before prices go up! Don't miss the premier event for real estate pros.Register Now ×
Limited Time Offer: Get 1 year of Inman Select for $199SUBSCRIBE×
Log in
If you created your account with Google or Facebook
Don't have an account?
Forgot your password?
No Problem

Simply enter the email address you used to create your account and click "Reset Password". You will receive additional instructions via email.

Forgot your username? If so please contact customer support at (510) 658-9252

Password Reset Confirmation

Password Reset Instructions have been sent to

Subscribe to The Weekender
Get the week's leading headlines delivered straight to your inbox.
Top headlines from around the real estate industry. Breaking news as it happens.
15 stories covering tech, special reports, video and opinion.
Unique features from hacker profiles to portal watch and video interviews.
Unique features from hacker profiles to portal watch and video interviews.
It looks like you’re already a Select Member!
To subscribe to exclusive newsletters, visit your email preferences in the account settings.
Up-to-the-minute news and interviews in your inbox, ticket discounts for Inman events and more
1-Step CheckoutPay with a credit card
By continuing, you agree to Inman’s Terms of Use and Privacy Policy.

You will be charged . Your subscription will automatically renew for on . For more details on our payment terms and how to cancel, click here.

Interested in a group subscription?
Finish setting up your subscription
×