Inside Real Estate – 29 May 2024: The Ultimate Customer Experience

Hi there

I recently returned from an amazing holiday in the Maldives (put it on your bucket list if you haven’t already!) and I can honestly say that from the moment we landed until the moment we left our experience was faultless. It’s not often that you can say that.

It also got me thinking about the experiences we provide for our own customers. Would they also say it was faultless? Are our team members on the same page about experiences? Do they have the power to provide solutions or discounts to make the customer experience as positive as possible?

What became obvious to me very quickly on my trip was that the guest experience had been well thought out. From the moment we left the airport to the moment we departed our accommodation, it wasn’t about the speed or price, it was about connection, creating amazing memories and ensuring we were delighted in every interaction.

The team who worked there were all from different countries, they work long hours, and they only go back home to see their families once a year. Despite that, they took enormous pride and joy in their roles, putting the customer at the heart of everything they did.

What I noticed when I looked at the reviews of our holiday is that it wasn’t just the rooms, or the food or restaurants people were writing about, they were mentioning specific team member names – that is how memorable the service was.

I think we can all learn a lesson from holiday experiences like this about customer centricity, and I know that I have come back with a new view on how to take my business to the next level.

I’ll be working with my team to think about the journey our customers take with us, anticipate their needs and ensure the team are all on the same page so how and what we deliver is better.

Every process has room for improvement, and I’ll be taking this on as a personal challenge so we can all feel the same pride and joy as the beautiful staff who took care of us in the Maldives.

How could you perhaps do the same?

Until next time.

Stay connected,