R-E-S-P-E-C-T – Building A Strong Clientele


Creating An Atmosphere of Respect

Humans crave respect.  Your clients are human, so it stands to reason that building a strong clientele will require respect.  Creating a positive and respectful experience for your clients will center around 5 key elements.

1)      ACKNOWLEGEMENT: When your client contacts you – whether you initiate it or not – acknowledge that contact as soon as humanly possible.  Even if you can’t answer the question or address the issue right away, at least let your client know that you have received the message and will get back to him/her as soon as you can.  Then, make sure you DO get back to your client; don’t leave them hanging.   Clients want to know that you know that they exist, and that they matter.

2)      COMMUNICATION: Always keep your client updated on his/her project.  Once your firm or company is hired, you should be communicating regularly to the client on the progress – all the way to the end.  Even if it’s bad news, don’t keep a client in the dark.  A rule of thumb: if the message you need to share could be misunderstood in a text or email, be sure to talk in person or over the phone.  This allows your client to ask questions or to seek clarification.  Clients want to feel like they are a part of the process, and they may need your support and expertise along the way.

3)      POSITIVITY or ENCOURAGEMENT:  Clients often need a coach.  It’s always a good idea to begin a message with a positive or encouraging note.  Even if you have to relay some “bad news”, be honest, and don’t beat around the bush, and at least start on a positive note.  If there is nothing positive to share, then be the encourager your client may need to face the hard facts.  Clients want to know that you are on their side.

4)      PERSONALIZATION:  Get to know your client’s name, and use it often.  Ask your client upfront his/her preferred method of communication, what name they prefer to go by, good times during the day to call, etc.  By doing this, you are creating a comfortable means by which to stay in touch, and you keep the lines of communication tailored to your client’s needs.  Clients want to know that you care about them, and they don’t want to be inconvenienced.

5)      ATTENTIVENESS: Remember that you have been hired to serve your client.  It’s important that you listen to them carefully.  Sometimes a client may get upset; listen to the complaint; allow him/her to express his/her frustration.  Now, take a breath, but don’t take it personally.  If a mistake was made, it can be fixed or rectified.  Perhaps your client was having a bad day and just needed a listening ear.  Maybe your client is fearful about something; ask the questions you need to in order to understand his/her point of view.  Then, acknowledge him/her, respond calmly, be the encourager, keep it personal, but don’t take it personally.  Clients need to know that you are willing to listen; keep the conversation thoughtful and considerate.

 Respect is a noble virtue in any circumstance.  You will encounter clients that do not treat you with respect, but if you conduct your business respectfully, you have accomplished a job well done!

Concierge Edge – How We Help Real Estate Agents

Helping the Real Estate Agent

The Raleigh-Cary-Holly Springs area boasts a booming real estate market.  New construction, land, desirable neighborhoods and schools, popular universities, proximity to Research Triangle, the list goes on as to what makes Wake County such a real estate “hot bed” right now.  Along with an active market comes competition for real estate business.  And what keeps a real estate agent’s client base growing is knowledge, professionalism, and quality service.  Providing quality service takes time, care, and a meticulous attention to detail.

A concierge service can help you, the real estate agent or broker, just like an executive assistant but for much less money.  For example, once your client sells or buys a home, the lengthy process of paperwork begins as the transaction moves from contract to closing.  Important deadlines must be met and procedures followed, and this becomes time consuming.  Concierge Edge staff can operate as a Transaction Coordinator for one flat fee, freeing your time to build your client base.  Or, if you can’t make a closing due to a scheduling conflict, a Concierge Edge staff member can attend on your behalf, again, for a flat fee.   Many real estate agents are using concierge services, much like an independent contractor, instead of going through the expense and hassle of hiring extra staff.

If you’re at that point where you need an extra hand, contact Concierge Edge for a free consultation on how we can best serve you.  Visit our website: www.conciergeedgenc.com,  contact us by email: conciergeedge@gmail.com, or call: (919) 771-3960.  Professional customer service is our goal.


The Benefits of Using Concierge Services

Better alternative than hiring part-time staff

The term “concierge” evokes thoughts of someone who helps serve your needs at a premier hotel or apartment complex. However, that concept of serving has expanded to include individual and business needs as well. The term “concierge” refers to a person or business who provides professional or personal services to those who have little time to get it done without assistance. The services can range from helping staff who are traveling on business, to pet or home care, to providing executive skills to get the job done on time.

One might ask: “Why not just hire a part-time staff member to help?” That is one option; however, consider the following excerpts from two leading business experts:

“Before bringing just anyone on board, you need to understand that extra manpower entails a whole new string of legal obligations, liabilities, expenses and, of course, paperwork. One estimate tallies the average cost of recruiting, hiring and training a new employee at close to $4,000.

Beyond the red tape, hiring mismatches can result in high turnover, absenteeism, higher healthcare costs, workplace violence and theft–substantial costs to an organization’s bottom line and reputation. “

Entrepreneur, “Hiring Your First Employee”, by Erika Welz Prafder (online article)

“If you don’t want to pay extra taxes, insurance, and payroll processing costs, consider independent contractors and consulting firms. They’ll probably charge a higher rate than what you’d pay an hourly employee, but it may be worth avoiding the taxes and hassle.”

Inuit Quickbooks, “True Cost of Paying an Employee” (online article)

When you use a concierge service, you are hiring an independent contractor who works for himself or herself. This person can work on or offsite, is paid on a per-job basis, and provides an invoice for his or her services. If you hire a concierge service provider, you are not required to deduct taxes on his or her behalf or extend the same benefits that are required for standard employees. For human resource and tax purposes, this saves you money because an independent contractor is not an employee.

So, if you are looking for help, contact Concierge Edge for a free consultation on how we can best serve you.