Small Business Today Magazine MAY 2014 CUSTOMIZED REAL STATE SERVICES | Page 34

EDITORIALFEATURE
behavior. Never! Introduce your clients to others in the office
which is a show of respect and manners. Always saying simple
Plus One
statements like, “We are so appreciative that you have chosen
our company for your ___ needs” and “Thank you for your busiOur customers are coming to our business with their stress. ness” is a must. These are simple commands. Next time you are
They need our products and are willing to compensate us for the customer, please check to see if you get these courtesies.
them and all we need to do is give them good service. Even if the

customer is exhibiting a bad attitude, we don’t have the luxury of
On the internet or via email, the way you write your notes,
allowing the customer’s attitude to affect our Plus One attitude. the speed of your reply, and the clarity of your delivery tells the
The Plus One attitude means we take great care to fulfill the customer how important they are to your business. Never use
customer’s order and then do something extra for the customer.  all caps on a reply. It comes across you are yelling. Always use

spell check. Don’t use abbreviations in business correspondence.
A recent example in my business occurred when an agent These are only a few examples of how our business is perceived
from another state talked to our Champions career counselor by others through electronic delivery.
and wanted to know how to transfer his out of state hours to

obtain a Texas broker’s license. After she told him the procedure,
Plus One can be achieved through personal and e-delivery
she went to the other state’s website and pulled off their form methods. The way you acknowledge, reply, and take action for
this customer needed and handed it to him to take with him and your customer’s benefit will correspond to the degree and height
fill out. The customer could have done the process after leaving of your success.
her office. He could have gone online and printed the form but
she did a Plus One and he was very appreciative.
Rita Santamaria is the owner of Champions School of Real Estate (established in

and the Champions School of Professional Development.  Rita’s accolades
Here are some simple acts of consideration which I consider 1983)
include:  2013 Texas Women’s Chamber of Commerce Top Business Wom [