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104: Joe Rand - Detail


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 1 on Joe Rand's list is DETAIL. "Little things are important," says Rand. "Clean bathrooms at the diner. A smile at the register. New magazines at the waiting room."


My car is my mobile office. I get it washed a couple of times a week and detailed once a quarter. When a buyer client is with me in my car, they often notice how clean it is.


Detail is making sure the for sale sign goes up in the right place.


Detail is making sure the email I am sending out is proofread before sending.


Detail is communicating with my buyer clients each week about their search and new listings of note.


Really, detail is about excellence. As author Tom Peters notes in his book The Excellence Dividend:


EXCELLENCE is your next conversation.

Or not.


EXCELLENCE is your next meeting.

Or not.


EXCELLENCE is shutting up and listening - really listening.

Or not.


EXCELLENCE is your next customer contact.

Or not.

EXCELLENCE is saying 'Thank you' for something 'small.'

Or not.


EXCELLENCE is the next time you shoulder responsibility and apologize.

Or not.


EXCELLENCE is pulling out all the stops at warp speed to respond to a screwup.

Or not.


EXCELLENCE is the flowers you brought to work today.

Or not.


EXCELLENCE is lending a hand to an 'outsider' who has fallen behind schedule.

Or not.


EXCELLENCE is turning 'insignificant' tasks into models of EXCELLENCE.

Or not.


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