Realty411 Magazine Featuring Eric Counts, Credit Nerds | Page 40

Companies that Got it Right
When you talk about companies
that disrupted their markets, the first
two companies that immediately
come to mind are Uber and Airbnb.
These companies “reimagined” the
taxi business and the hotel business.
Uber changed the model of taxi
business forever. People everywhere
like riding in a regular automobile
much more than a stinky taxi.
Airbnb is another company that
completely changed the customer
experience. They reinvented the
way customers choose
accommodations when they travel.
They are definitely giving hotels a
run for their money.
What about cameras and voice
recorders? Smart phones have pretty
much replaced the need for both of
these devices. They forever changed
the way we take pictures on the go.
When I think back to the
company that changed the way real
estate commissions were
traditionally paid, RE/MAX was
responsible for that major change.
Agents no longer had to share their
commissions with the broker/office.
If you are a RE/MAX agent, you pay
a fee for everything; office space,
copies etc. but you don’t share your
commission. They reimagined the
way Realtors get paid.
So the next question is …. how
can you create a customer experience
that is so different than what people
are used to that you become “the
one” they all want to work with?
It All Starts with the
Customer
The first step is to know your
potential customers. Don’t worry
about your competition; worry about
your customers. Once you know who
your ideal customer is, then it’s time
to create the best customer
experience possible. Focus on
creating the experience and the rest
will take care of itself.
Of course ultimately this is about
getting the deal. But more than that,
So the next
question is … how
can you create a
customer
experience that is
so different than
what people are
used to that you
become “the one”
they all want to
work with?
it’s about creating raving fans that
result in referrals, testimonials and
repeat business.
Nurturing Your Leads
It’s easier (and cheaper) to nurture
a lead than get another one. That’s a
fact. Now don’t mistake this for
trying to make a deal work that really
isn’t a deal. That’s not what I’m
talking about. This is about creating
an experience for the seller at every
touch point that is remarkable.
bigger.
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