Coaching Corner: One step further!
By "Coach" Marilou Butcher Roth
Today's blog post was a request from my husband, so here goes... For Father's Day this year I purchased a pair of shorts (really cool ones!) for him from Nordstrom's. Although we have had this store close to us for a while, it is not one I typically shop in, in fact, I think I have only been there a couple of times and just walked through.
OK, back to the shorts. They fit and they are cool! So, earlier this week he noticed a place where the seam was pulling which could easily develop into a hole. If this were years ago, I would have just fixed them and been done, but this is now and I no longer even own a sewing machine. We decided to take them to Nordstrom's to see if they could be repaired. When we walked in, the service provider that had sold me the pants (early June) was there and came over, remembering me --impressive!
We showed him the pants and he immediately called the alterations department and told us he could have them ready in 20-30 minutes -- even more impressive! We told him we would go upstairs to the cafe and enjoy dinner and then would stop back and pick them up. Perfect! While we were enjoying our delightful dinner, we were approached by none other than our service provider with the fully repaired shorts in a bag which he handed over to us -- MOST impressive!!
Honestly, I have never encountered this type of service before! My husband and I had a conversation about how that might translate into our industry and how great we felt about the experience in general.
I am tossing that conversation to you now -- how can you go “one step further†in your service? We pride ourselves on professionalism and providing good service to our clients and even with that, we sometimes get busy and let the extras fall by the wayside.
This week, focus on your clients and ask yourself “how can I be of most service to this person right now?†-- you might be surprised by the answer!
Marilou Butcher Roth
Marilou Butcher Roth is the owner of The MBR Group, a coaching and training company working primarily with REALTORS who have a desire to work and live from a more inspired place. She is also the Broker/Owner of Group REALTORS in Cincinnati.
Marilou is a member of the Ohio REALTORS Board of Directors and past chairman of the organization’s Communications Committee.
