103: Joe Rand - Consistency
I am a real estate agent. Recently, I read Joe Rand's book How to be a Great Real Estate Agent (2019). Towards the end of the book, Joe goes through the ten elements of a great client experience.
Number 2 on Joe Rand's list is CONSISTENCY.
Rand notes, "Real estate agents have to build the skills and processes to serve two completely separate types of clients: buyers and sellers. We lump them all together as 'clients,' but, in reality, they require two completely different experiences. Some of the basics are the same - managing the transaction, communicating, problem-solving. But for sellers, you need skills in marketing, pricing, and staging. For buyers, you need to know how to read a client, help them search for a home, and qualify them. Those are two completely different service dynamics."
I have developed skills and processes to successfully serve buyer and seller clients over the years. And I am consistent in the application of these skills and processes. In his bestselling book The Checklist Manifesto, Dr. Atul Gawande underlines the importance of keeping a checklist of the actions required to successfully complete all actions. This is my way of operating. Offer signed? Check. Binder check deposited in escrow? Check. Seller's attorney contacted? Check. Home inspection scheduled? Check. Purchase and sale signed? Check. And on and on it goes.
Consistency does not mean resistance to change. I am paying attention and making adjustments to do things better. All in the name of delivering a worthy client experience.