Caseros often receive a Token gift as a bottle of wine after selling their home, but a next level act can light a new creative customer service wave in the real estate industry.
Speaking at the recent real estate conference of Australasia (AREC) in Gold Coast, the world -renowned restaurateur Guidara related how a simple but deeply personal gesture of a real estate agent obtained his loyalty of a lifetime.
Guidara and his wife moved to a larger house after having their first child, working with an agent who sold their existing house and bought the next one about his being.
After months of inspections at home and moving, the young family finally landed in her new home and was surprised by a surprise in her kitchen.
“When we entered our new home and open our refrigerator, every thing we love was already there,” Guidara told the crowd.
The agent had secret tasks photos of the duration of the refrigerator of the couple of the open house inspection boxes while selling their old apartment.
Before moving day, the agent and his assistant reviewed the images to identify recurrent articles and store the new refrigerator with all the family loved.
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The restorer and author Will Guidara said that real estate agents should try to create more memorable moments for homes. Image: Chelsea Guglielmino/Getty
“It was his system, and required very little time, but I will never work again with another real estate agent,” Guidara said.
He said the gesture not only surprised him; He made him feel deeply understood and valued at a time of important transition.
He transformed a routine transaction in a time of connection, the son of experience, Mr. Guidara, has spent his career trying to create for others in the hotel industry.
Guidara is the former co -owner of Eleven Madison Park, who qualified for the best restaurant in the world in 2017, and has become a leading authority in customer experience.
Guidara and his family were surprised when they moved to their new home and found their refrigerator full of things they loved. Image: Alicia Windzio/Getty
Graduate of the Hospitality School of the University of Cornell and author of The Bestseller Unintegrable hospitalityHe has his career in preparing unforgettable moments for guests.
Guidara challenged the real estate industry to think differently about customer service and focus on really knowing its customers.
“Just take a moment to create a moment,” said Guidara, citing the founder of Arec John McGrath earlier in the day.
He said that agents should try to identify great moments in the life of their customers, whether to buy a first house, move after the birth of a child or reduce size after children leave home and use opportunities to build emotional connections.
Guidara jumped to the reputation of similar service acts in Eleven Madison Park, transforming milestones such as commitment dinners into lifelong memories for customers.
Guidara shared a story about how he and his team wanted to level their experience for couples who celebrate their commitments in the restaurant.
To do this, he convinced the Tiffany jewel retailer and a company to give the Restaurant 1000 Tiffany restaurant boxes with two champagne flutes in each box.
When a couple arrived at the restaurant for their commitment, they served the champagne couple as many restaurants do.
Eleven Madison Park in New York was appointed as the best restaurant in the world in the 50 best awards for the best restaurants in the world in 2017. Image: Spencer Platt/Getty
But after finishing the champagne, the staff took the flutes, washed and dried, packaged them in the gift boxes and then gave them to the couple at the end of their food.
“I have talked to people who committed themselves that, despite the fact that I was serving the best food on the planet, they do not remember a single thing they ate,” he said.
“But they will never forget how we made them feel when we cool with songs.”