Sí Denny lo hace, tu también puedes hacerlo
He leído una historia que no podía dejar de comentar. Pueden leer más aquí. (en inglés)
Se trata de un piloto de United Airlines llamado Denny Flanagan.
Este piloto se ha hecho famoso por la excelente atención al cliente que da a sus pasajeros durante los vuelos. Ha sido portada del Wall Street Journal y se ha convertido en una historia que se ha propagado por todas partes por lo increíble que es.
Alguna de las cosas que hace Denny Flanagan:
- Charla con los pasajeros antes de embarcar.
- Cuando hay retrasos llama desde su móvil al centro de operaciones para informarse de la situación.
- Reparte tarjetas con datos curiosos y divertidos acerca del avión y firma dos de ellas. A los pasajeros que les toca esa tarjeta les regala una botella de vino.
- Le saca fotos a los animales que van en la bodega y se las muestra a los dueños para que estén seguro que los animales viajan cómodamente.
- Le escriba una nota de agradecimiento a los pasajeros de primera clase por elegir su compañía.
- Llama a los padres de niños que viajan solos para informarles.
- Encarga hamburguesas de McDonalds para todos los pasajeros si hay un retraso en el vuelo.
Se preguntaran porque este piloto hace lo que hace si no esta obligado a hacerlo. Al fin y al cabo, le pagan por pilotar y no por asegurarse que los pasajeros están contentos.
Relacionando esta historia con el sector inmobiliario y los agentes y comerciales, se me ocurren infinidad de cosas que se podrían hacer para ofrecer una atención al cliente superior. Si un piloto de aviones lo ha hecho, ¿Por qué no lo puede hacer un agente inmobiliario?
Todo el mundo esta harto de que le traten mal y le den un mal servicio y están todos pidiendo a gritos que les atiendan bien y que se preocupen por ellos. La recompensa es que cuando uno lo hace, la gente habla bien de ti -a sus familiares, a sus amistades y a todo el que se cruza por su camino. Esa es la recompensa que tiene y de esta manera uno acabará saliendo en las portadas de los periódicos como Denny Flanagan.
Muchos veces nosotros nos olvidamos cuán importante es de mantener los dedos en el pulso de los tiempos. Los otros astutos anuncian, las nuevas tecnologías, y donde el flujo de dinero es dirigido le da una ventaja sobre los otros que son inconscientes a tales cosas. ¿Puede pensar usted en por lo menos 5 otras maneras de permanecer mercado-entendimiento?
Denny es un fenómeno, visto lo visto.
En el caso inmobiliario, habría que tener una buena plantilla comercial y unas directrices bien definidas para que este caso se pueda llevar a cabo, o bien, siendo director de una agencia, echarle tiempo en este asunto.
No obstante, coincido en que el trato por parte de los agentes inmobiliarios no es todo lo bueno que se podría desear, pecando muchas veces de pasotismo, que se tranmite al cliente y éste desconfía por tal motivo.
En esta profesión, la atención al cliente es fundamental para estar bien valorado, conozco las técnicas para que esta valoración sea efectiva, pero claro, hay que esforzarse un poco y llevarlas a cabo.
También, las nuevas tecnologías bien aplicadas son un gran aliado para conseguir este reto, sólamente hay que darle un poquito a la masa gris….
Saludos!!
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