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Customer Service and Frank Lloyd Wright

May 17 2013

Our resident video blogger and social media guru, Maya Paveza, is back! This is the inaugural post of her new column, Mondays with Maya:

Setting customer expectations and knowing what they expect from you is the real key to success in real estate. And I showed a Frank Lloyd Wright house today.

The Frank Lloyd Wright property Maya is referencing is the Dudley Spencer house (or "Laurel," as Wright called it). It's the only Frank Lloyd Wright home in Delaware, and this is the first time the house has ever been listed for sale. Click here to see the original listing (and photos!).

In this video, Maya shares some tips on how to serve clients better. Part of that is having procedures and systems in place to make sure that nothing gets forgotten. Here's part of her method for accomplishing this:

Have a file organization system on your computer

  • Every client has a folder on Maya's computer
  • Every property her client is interested in has its own folder
  • Additionally, she has a section for forms, and
  • Ready-to-go buyer and seller packets

Maya also says she no longer takes paper on tours. Instead she creates a PDF of any documents she needs and sends it to her iPad via Amazon's Kindle app.

RPR is another useful tool, especially for educating buyer clients. RPR combines loan processing information, public records, and census data, all merged into one place. Maya says that you can demonstrate amazing things using heat maps on RPR.

What tools or systems do you use to provide great customer service? Let us know in the comments section below!