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Business Services – Strategies For Improving Client Satisfaction

Tuesday, December 22nd, 2009

At the heart of all client dissatisfaction is a disparity between client expectations and the service provided. The key to maintaining good client relations is in understanding and managing client expectations.

How to Handle Common Root Causes of Client Dissatisfaction:

Service does not live up to client expectations: In your clients mind, he or she, has an internal representation of how a service should perform. They have a preconceived idea of the benefits they will receive, the problems your service will solve and the quality of work that will be delivered. If a service does not live up to these expectations, they will be dissatisfied. It is important to engage in a constant dialogue with clients to ensure the service meets their internal representation. Since services are intangible, client expectations are more subjective. Demonstrate the tangible aspects of a service to create more objectivity. Show your clients the deliverables that you produce. For example, as an Accountant, I can show samples of financial reports, business plans, business models etc. This way the client has physically seen the outcome of the service.

Over promising: Managing client expectations plays a key role in long term satisfaction. Over promising may help win the business in the short term, however, if a company does not deliver on their promise it creates disparity between the client expectations and the service. Over promising and can often occur if there is a breakdown in understanding between marketing and the staff executing the service. Marketing departments may promise the world in advertisements but may be unaware of limitations arising from the practical day to day aspects of executing the company service. To solve this problem marketing communications needs to be coordinated with service staff.

Misunderstanding client needs: This can be prevented by doing a thorough needs analysis, active listening and empathising with the client. Misunderstanding client needs can lead to mismatched service specifications. Work closely with the client to ensure that the service is on track. Get their feedback along the way. Make an effort to obtain accurate information about the clients evolving expectations. This provides an opportunity to take corrective action before it is too late. Companies can use technology such as databases to track important events in the client relationship, new needs that arise and changes expectations.

Essential to maintaining client satisfaction is the early detection of service gaps. If a company is unaware of their client dissatisfaction, they have no opportunity to make amends. Many clients do not report dissatisfaction, so pro-active steps need to be taken to ensure that the client is happy with the business service.

Real Estate Marketing

Wednesday, September 30th, 2009

Real estate marketing is an ever evolving industry and the latest and greatest addition to the sector is certainly home staging. Statistically, property staging provides incredible and unrivaled dollar for dollar returns on investment, while also facilitating faster and more profitable sales. Real estate staging has become an inherent criterion to successfully marketing high end properties for many years, but is now becoming a necessary for virtually all salable properties the world over.

There are many reasons to include home staging as part of any real estate marketing plan and the benefits of professional staging have been studied exhaustively, providing solid and dependable evidence to support its application for almost any home. First off is the little known fact that home staging costs are tax deductible in the United States. This is a huge benefit, since it makes property staging a no risk investment. All the money you put in will come right back, regardless of the sale results.

The next major boon of property staging is detailed in the sales statistics of staged homes. The average staged home sells for up to 17% more money than a comparable unstaged house. Adding fuel to the fire is the statistic which demonstrates that staged homes sell 2 to 2.5 times faster than comparable unstaged homes. Basically, home staging fulfills it main objective of providing a faster and more profitable sale for a completely tax deductible investment. This is one of the many factors which make staging the very best form of real estate marketing available!

There are other benefits of home staging which also provide property owners with an edge in any type of real estate market. Staging makes incredible sweeping changes to the aesthetics of a home, without requiring expensive renovations or even construction permits. Staging will provide a visual advantage over competitive properties and help the home to stand out in the minds of potential buyers. Any real estate agent will tell you that memorability is crucial for a successful sale, since many buyers will view 5 to 15 properties at a time and might have a difficult time recalling one from the next at the end of the day.

Best of all, property staging works incredibly well with established forms of real estate marketing. In fact, staging helps to improve the performance of print ads, MLS listings, virtual tours and other forms of marketing, since staging alone improves the visual presentation of the property, thereby making all pictorial representations more appealing to potential buyers. Basically, it is wise to stage the home first, before even placing it on the market for sale. This way, all subsequent marketing tactics will reap the benefits of the staged design.

All things considered, there are many, many reasons to stage a home prior to sale. There are really no reasons not to stage. This being said, it will be my pleasure to provide you with all the home staging information you will ever need on my website. Please join me, as the site is completely free and I even offer a complimentary question and answer service to help you make your real estate marketing project a huge success!

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