STORY ABOUT THE EXTRA MILE! 
I received a call Saturday morning from one of our agents who received a call through our 'Leadrouter" system. Someone from France wanting an Indianapolis home for sale, only knew about CENTURY 21 and started her home search on the CENTURY 21 website. (BRAND MATTERS) From the Corporate CENTURY 21 site she was directed to the CENTURY 21 Scheetz site where she inquired on Carmel Indiana Homes for Sale. The inquiry went through our internal Leads Technology program and within 3-4 minutes of the consumer submitting the inquiry, our agent was notified via phone. Our agent, Aniko Greene, contacted the customer and found out that the woman lived in France and was being relocated to the Indianapolis area. She had two small children and was very concerned, even downright frightened, about the move and how it would affect her children. Her children only speak French and she's concerned how they will fit in.
This customer ended up with the perfect agent to assist her. Not only did Aniko Greene contact her immediately (YES LONG DISTANCE TO FRANCE) but Aniko could sympathize with what this lady was going through. Aniko moved herself and her children here from Hungary. They had to start in a new school, learn a new language, find a new home, career, the works. Aniko was able to help this woman realize that she was here to help her every step of the way. The woman was so thrilled to speak with Aniko and have someone who understood that she cried!
Because Aniko is from Hungary and has relatives that she calls rather often, Aniko actually has an 800 international line. This customer and Aniko have been able to communicate back and forth without it costing the customer a penny.
When Aniko was telling me this story I asked her if the woman was looking for Indianapolis houses for sale, Indianapolis condos, or Indianapolis houses for rent. Here's the BEST PART - Aniko said, "She's going to lease for a while, I understand that, I'm going to help her find a place and get her children settled, I know what she's going through". This woman will eventually purchase a home, and guess who she will contact to make that happen.
Aniko has sent this woman information on the schools, English as a second language information, and of course housing information - all within a very short time frame!! This is called GREAT customer service. This is called RAVING FAN SERVICE - Going that extra mile, giving that 1% more than the customer expected creates Raving Fans for a lifetime. A Raving Fan client is loyal, and will tell everyone they know about you!! This is the kind of customers we all want and need. With this kind of service, it's possible!!
Go The Extra Mile - Be willing to build the client loyalty for a lifetime! It will pay off...