94: Joe Rand - Delight
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 10 on Joe Rand's list is DELIGHT.
"Delight," Rand writes, "is a bonus, something that you create naturally when you're fully committed to providing an outstanding client service."
Delight is finding those opportunities to add a little bit of magic on the journey you are on with your client. Rand calls it "Bringing the Wow!"
For me as a Realtor, opportunities to add magic this past week included
- Rescuing a client who was stranded and could not drive her car.
- Hiring an interior designer to help a developer figure out a challenging room configuration.
- Literally helping an elderly seller client move when up against a deadline and needing help.
- Delivering a bottle of champagne at closing to a buyer client.
Rand believes that adding magic is "the residue of a creative expansive commitment to providing exceptional service experiences for other people." Indeed.