The speaker argues for improving customer service in real estate by documenting every small behavior and process so interactions are consistent and trainable. Using an anecdote about the Evereve retail owner, the speaker emphasizes writing down details (how to hold a coffee cup, setting phone to Do Not Disturb) and creating documented consultations, content calendars, and follow-up scripts so teams can replicate professional behavior.
A lot of the ladies that might be listening to this podcast might know of a brand called Evereve for women's clothing. And if you don't, then bring your wife there. But they're kind of nationwide now. But we had met the owners and I remember one thing she said. She said that one of the reasons she was successful with her retail clothes, expensive women's clothes for the most part, and is because she sat down and documented every little thing she did. Like how she held her coffee cup so that when people came in, it felt like they were coming home to a friend, how she would talk to people. And that's how she trained her people. So that's why basically what we did, we sat down. Like, what is every detail that we do that we know because we do it, it becomes natural for you, so you just do it, right? But not everybody thinks about a detail like actually put your phone on, do not disturb, not just silent and it's still buzzing. That is a very unprofessional way to do a listing appointment. And then you have to shut off your phone and it distracts everybody, right? So if you do every detail, you document that you train to it. So we've done that with our home buying consultation, our listing consultation, everything. How do you do comps, market analysis correctly, how to do follow ups? We have, you know, content calendar. Like, if you don't know what to say to the people that are warm nurturers, what do you say to them? So that it's not just the same question, are you ready to buy or sell? You know, so that's one end of it. I think that makes it very replicable and easy to train and others can train it. Now we don't train it at all. Our team trains that.
