Consumer Experience in Real Estate
Have you considered the consumer experience? Just because something works for you, doesn’t mean it works for your consumer.
Many real estate agents struggle when designing their consumer experience system. This graphic is the perfect example for it. They’re only looking at it from THEIR point of view.
You want to consider the home buyers and sellers’ point of view when designing the experience. How does what you want to put in place impact them?
When filming Over A Pint, I have the opportunity to spend a great amount of time with top producing agents. Something I’ve found to be consistent is their devoted attention to detail when it comes to consumer experience.
The most important thing to focus on when creating this experience is that it is for your client. You may feel that your system is good the way it is, but put yourself in the consumer’s shoes. Look at it from their perspective.
Ask yourself the following: “If I was the consumer looking in, what would it be like?”
“Would this experience be indicative of how I want people to experience working with me?”
Doing so will give you new insights and help you maximize your client’s experience.
For example, in Disney’s “Be Our Guest”, they explain how they had executives walk through the park on their knees. This put them in the perspective of a child walking through the park.
This new perspective lead them to lowering their store windows. This allowed the children to get a better view of what’s inside.
Added bonus of that? It also lead to increased sales as parents are purchasing the items the kids see through the window.
People refer because they want to be a hero to their friends. As a real estate agent, the best way you can increase your referral business is by improving your client’s experience.
How can they do that? Referring someone who provides a great experience to their friends and family.
I had the opportunity to sit down with Ralph Ciancio, a phenomenal team leader, Over A Pint. We discussed the tremendous thought Ralph and his team put into every interaction with their clients.
For more information on how you can create a unique client experience, we recommended reading:
Be Our Guest by The Disney Institute with Theodore Kinni
Never Lose A Customer Again by Joey Coleman
Let us know in the comments what you do to provide a better experience for your clients!
Want to mastermind with other agents and our team to create a better consumer experience? The Wheel House Elite is the perfect place to do that!