No doubt you’ve heard of the great customer service offered by department store giant Nordstrom. It’s the center of many speaking engagements at corporate functions and several know-how articles.

However, during the recent ERA Real Estate All-Star Agent retreat, realtor and speaker Maura Neill offered new insight into how the Nordstrom Way can help you revolutionize your business during her Customer Before Company presentation. Here are a few Nordstrom nuggets to follow:

  • There is always room to do more for your clients. A Nordstrom employee actually said, “If it’s not nailed down, I’ll find if for a customer. I don’t make commission on [everything] but it is part of the service I provide.”  Go above and beyond to make your client’s happiness your priority, even if it means directing them to another product or competitor. They’ll remember that you put their needs above your own.
  • Practice heroics. Nordstrom encourages their employees to be heroic in their quest to provide great service. The company uses its Employee of the Month program to recognize these great acts which have included: warming up a customer’s car in the winter, taking an order over the phone and bringing the merchandise to the curb when a customer arrives, and driving a customer’s airline tickets to them at the airport when they left them behind at the store. Nordstrom collects and communicates a weekly list of heroics to inspire other associates.
  • Sweat the Small Stuff. Even the little things count when it comes to great customer service. Here are a few examples for realtors: create a playlist of the type of music your client likes for a day of house-hunting, hand deliver personalized closing gifts instead of a one-size-fits-all gift, visit a property with a client via FaceTime during their lunch break to save them time, or research restaurants that fist an out-of-town client’s favorites while in town – especially for clients with special dietary needs.
  • Create the Experience. As Neill puts it, “think like a fly fisherman” and look under the rocks – seek out the story behind the story to have a better understanding of what your customer is looking for and how to create a personalized experience. Then, make sure the experience you offer is “carefully choreographed.” Start by outlining your client experience from beginning to end then re-design it to match your client based on what you learned about them.
  • Set a Client-Centric Goal. Many real estate business plans measure transactions, volume, commissions, etc. But is the client included in that plan? Take a look at your goals and be sure to focus on your client because if they are happy, everything else will fall into place. Neill suggests transforming your numbers. Instead of aiming for a certain number of transactions, set a goal to reach a certain number of Happily Closed Clients, earn incoming testimonials and referrals from past clients.
  • Earn Your Work: Nordstrom employs a customer first mentality with a lack a rules limiting employees’ ability to serve. However, it’s their money back guarantee and return policy that sets them apart. In your line of work, consider what your money-back guarantee is. Do you have an exit plan or something that is the equivalent of a money back guarantee in the event your clients are unhappy with your service? If not, consider adding one to your service offering so that you truly earn your work as well as your customer’s trust and loyalty.

If after reading this you are inspired to up your game but aren’t sure where to begin, start with a simple thank you note to a recent client. Then build momentum from there and start adding your service strategies into your plan. Before long, you will quickly spot areas of improvement and tackle them head on to create an experience your customers will come to expect and then share with others via referrals.

After trying a few of these techniques, let us know the result in the comments section below. Sharing your best practices is always a great way of learning from each other and paying it forward – always a sign of great customer service.