If we were sitting around a table trying to come up with a phrase for our customer service strategy, Enhanced Customer Experience, or ECE, would have to be it. It is the term that defines exactly what we are trying to accomplish with our in-house customer service program. Anyone can sell houses and almost anyone can set up a property management company. Notice I am not claiming that just anyone can do either very well!
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What does Quality mean? I am not talking about the qualities of a company - the description that people use to describe the company. I am talking about Quality as THE description of a companies work. The way clients and competitors alike describe their work, their craftsmanship and their processes. All real estate investment companies have qualities, but not all real estate investment companies have Quality.
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When my fourth child was born I picked up a comment card at the hospital on our way out. It had a picture of 4 circles on it and the words "Service ~ Teamwork ~ Quality ~ Integrity" printed around the circles. The card opened up and there was their Mission Statement and a few questions and lines for comments. I grabbed two cards. One so I could respond with how impressed I was with the level of care they showed and the other I kept as a reminder that these were absolutely four characteristics of our company. These were four areas that not just the owners, but every single person at Memphis Invest had committed to work to improve on every day. I saved it for a day just like today.
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Every so often, I like to circle back around to topics and re-illustrate a point for our readers, staff and even our clients. I happened to be talking to another passive real estate investment company last week and they were asking me about weeding through all the calls and requests they get from potential investors. They relayed that they were getting a hundred or more calls and emails a week from interested investors and often they were spending a lot of time on the phone with no real chance of helping the investor get started. For a myriad of reasons, the investor was not a good fit for their company. I pulled a line from an article I had written almost a year ago to try and help them get over their hurdle:
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Becoming A Category of One
Joe Calloway, a business consultant and best-selling author with a client list that reads like a Who's Who in business...including companies like Coca Cola, Saks Fifth Avenue, American Express, and many more, visited the corporate offices of Memphis Invest on Tuesday August 14th. In a surprise move, his visit was kept a secret from the staff who all assumed that the visitor on this day was an interested investor sitting in on our daily and weekly meetings. They were in for a surprise!
Joe is the author of a number of ground-breaking business books including “Becoming A Category Of One,” which received rave reviews from The New York Times, Retailing Today, Publishers Weekly, and many others ---including Memphis Invest!
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Memphis Invest has earned a reputation among our clients and even our peers as a company that truly understands how investors want to calculate REAL value. Too often, investors are fooled into thinking that the value of real estate is the price you pay for it. I cannot tell you how often investors contact us after having bought "great property" right here in Memphis from a company located in a state like California or Nevada and they are having trouble getting it renovated and occupied. Their idea of great is the cheap price they paid for it. The reality is a 900 square foot 4 room shack located in an area that very few want to visit, much less do renovation work and management.
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www.MemphisInvest.com, Marketing & Customer Service
Yet another Holiday season has come and gone. Months of shopping for those perfect gifts and spending time with family that you love (or the relatives you can only tolerate one time a year). Either way, it’s always memorable in some way to everyone. Here at MemphisInvest.com the years are filled with busy office days and event travels. 2010 was no different, if anything one of the busiest years. Even with the mayhem of wrapping up the year and moving full steam ahead into 2011, we never forget that it’s also the time a year when giving back is most important.
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MemphisInvest.com is now providing traditional rehab services to those in Memphis wanting to remodel their home. Memphis Invest Renovation Services has remodeled over 500 investment properties in Memphis over the last three years and now wants to offer those same services to the general public.
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When I first wrote my customer service post, I had not planned on writing a second part, but there was something else that I thought was equally important that I learned during my dinner at the Chart House. It is called RESPECT!