I am currently in Colorado Springs, attending the National Association of Realtors Association Executive Institute (no, I’m not an NAR Association Executive ”“ they invited me to speak on “Applied Social Media”).
The conference is being held at the Broadmoor, a five-star resort hotel.
At the moment of arrival, the attention to detail and superior customer service was readily apparent. Granted, this is a resort hotel that’s been around for 90 years, so they know how to treat a guest.
But still, the customer service didn’t need to be this good.
Without fail, every single Broadmoor employee greeted me warmly and made me feel welcome. Every single one, every time.
The bellhop knew I was there for a speaking gig (because he asked. And listened). He asked me if I needed my suit pressed. I told him it was probably fine. The next morning they called, wanting to be sure my clothes were OK after I unpacked them.
My wake-up calls were personal, not some automated voice system. Every time they asked if there was anything I needed. Every time. Once the young lady said very nicely that I sounded really tired and asked if she should call back in 15 minutes to be sure I hadn’t fallen back asleep. She woke me from a great dream precisely 15 minutes later. Had she not offered to call back, I just might have missed my speaking engagement.
So where am I going with all this?
“Jay, you were staying at a five-star resort. Of course the customer service was fabulous”, you might be thinking.
Indeed, fabulous customer service should be expected at a place like this. But it was the little things that really caught my attention. Would it have made my stay any less pleasant if the guy vacuuming the rug at 2:00am hadn’t said, “Good evening sir, how are you?” No. Was it entirely necessary for some staffer go out of the way to hold the door open for me? No.
What this type of service makes me ponder is this: are we doing everything humanly possible to make our real estate clients say, “Holy crap these guys are amazing!”
Nope. I do believe we provide great service. But there is always room for improvement.
I want every client, prospective client and even just the casual site visitor to go away thinking, “It can’t get any better than this”. I want to be the Broadmoor of real estate.
I’m not sure (yet) exactly what that will take, but I’m going to figure it out.