• 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.

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