A component of these conversations is that realtors who are not focused on customer service don’t show up to the home inspection with their clients.  This allows home buyers to talk more openly about their experience.  I have also had more than a few people tell me their story about a bad home inspection. Which begs the question:  Why aren’t home buyers always choosing the best realtor or home inspector? A helpful tool in answering this important question is by understanding a home buyer’s need for both Customer Experience and User Experience.

Providing the best possible service in today’s world can be easier today with advanced technology, but it has to include a focus on User Experience!  This arena of User Experience is where I see the best realtors losing market share.  The best realtors have been primarily focused on Customer Experience (keeping the client’s best interests as the primary concern) possibly even avoiding fancy tech upgrades because it is represents the antithesis of their core values, self-promotion.  Couple that attitude with a new market of home buyers who appear to be replacing Customer Experience with User Experience and you have a recipe for disaster. There are a couple lessons here: technological advance without a focus on User Experience is self-promotion; tunnel vision on Customer Service at the detriment of User Experience is perceived by the market today as not trust-worthy.

In order to stay competitive in this market, overly saturated with service providers (newly licensed realtors and inspectors), educating clients on your competitive advantages providing both excellent Customer Experience and User Experience is paramount.  Magnolia for example is focusing on better User Experience for realtors by providing a phone app for scheduling (with the ability to review schedule openings and reserve a spot, while verify the time) and a software program included to automatically create a repair addendum directly from the report.  However, forcing potential home buyers to read as opposed to watching videos of the owner or employees talking about our services may give the impression that we don’t care about User Experience.  We all have room for improvement! Promoting your User Experience advantage is a difficult topic, to be covered in the next blog!

 LinkedIn

The post Customer Experience versus Customer Service in Real Estate appeared first on Nashville Home Inspection | Magnolia.

“When using the CRL application, I catch myself remembering more from the conversation with my client… I remember the context of why a particular issue is so important to them.  Communicating the ‘Why’ of my client to the Listing Agent not only accelerates the negotiation process, it allows me to address my client’s concerns with a much deeper level of service.”  

– Ross Herblin, The Armstrong Group

The Create Repair List application is quite simply, the easiest and most effective way to create the Repair Addendum. Top-performing Keller Williams realtor Ross Herblin recently shared his experience, “Paperwork is not my strength!  I was very excited to find that the CRL application involved client participation and reduced the time of creating a repair addendum by half. The overall experience of a Magnolia Home Inspection is excellent.  My clients are better informed, with reasonable expectations set by one of the few inspectors with a residential contracting background.  Conversations have already taken place differentiating a repair from an improvement and now the CRL application only focuses those narrowed concerns, preparing me to better defend my client’s position. The whole process provides the best service possible to my clients only resulting in more referrals.”

FAQs
Can the buyer and agent work on the Request List simultaneously?
Yes. CRL will record who adds which items and also if someone removes or makes an edit to an item.

My state has a specific form for their Addendum…
That is correct — for all states there are different forms and we are not replacing them. On every form there is usually limited space for a list, so most agents type “See Attached list”. Our feature creates the insert for them to include with their Addendum.

Is the inspector involved in the request list?
No. You can share it with your inspector if you want to, but otherwise they do not see it.

Can I save the results or share it with the seller or seller’s agent?
Yes, at the end of the process you can send the list by email to anyone you like.

Ready to experience the Magnolia difference?

The post Create a Repair Addendum in Under an Hour: Technology meets Professionalism appeared first on Nashville Home Inspection | Magnolia.