„I’m not going to write you a thank you speech in advance. I bet Leonardo DiCaprio did that the last five years and see how that turned out.“ I sat in my office at the beginning of the year and was reading an e-mail that congratulated us for getting a nomination for Most Innovative Brokerage Award at the annual Leading Real Estate Companies of The World conference in February in Miami, Florida. Opposite of me, Anna from marketing. „Its bad karma. I’m not doing it, I’m not wrtiting that speech yet.“, she said with excitement and a grin.
We applied for the award with an agile booking system, that optimizes communication with our customers: it makes it more easy to get in touch with us and appointments transparent. Potential clients can reach us at any time, online, by phone or in person in our shop and office. The booking system is made of three simple goals:
1) Make it easy for customers.
Reaching us has to be intuitive.
2) Bring it up a notch.
Always question yourself and make it better.
3) Make it transparent for customers.
Show what you got, we don’t have anything to hide.
We developed a booking system for potential buyers on our website to create an easy accessible but exclusive way for customers to buy their new home. People chose their preferred agent, time and date. They also put in their interest e.g. room size, financing and other information that qualifies them prior the appointment.
The system is implemented in our selling strategy of new build properties – depending on demand – open to all on the website or exclusively through a voucher code. Current development will bring the system into renting department and handle open house and viewing appointments as well in the future.
It is the combination of those goals to break down barriers for customers to get in touch with us. With the help of a system that can be accustomed for those purposes, we follow our main goals of personal contact and satisfied customers, because in the end it’s people buying real estate.
When I walked up the stage in Miami last Thursday, I couldn’t help but wonder, if it had anything to do with not preparing a thank you speech in advance. Though I actually never had to hold a speech – American efficiency is fascinating – I especially have to thank our web development and marketing. Without their passion and commitment to build, integrate and improve the system continuously, I would have never been up on stage and receive the Most Innovative Brokerage Award in Miami.
To keep in mind, a customer’s journey from appointment to contract needs to be personal. Building the personal relationship always depends on people in the office. People have to work hand in hand, therefor processes need to go hand in hand. And even though we won an award for an innovative technology – that helps us organize a customers journey more effectively – people build the system and people make the system work – as a team. And my team is most certainly an award winning team.