Improvisation is the Death of Great Service

Do you consider yourself a creative, resourceful person? Someone who thinks fast on their feet and easily adapts to the moment?

If you do, you are more likely to be dropping the ball on creating consistently great service experiences for your clients. “How so” you ask? Well, having this type of confidence that you will be able to get things done “on-the-fly” and “at-the-last-minute” can lower your sense of need and desire to build documented, repeatable systems for your business.

The Disney Institute has a saying, “Improvisation is the death of great service”. If you have ever been to a Disney park or resort, you know that the customer experience is, more often than not, an incredible one. This is not by accident. In fact, it is by stopping, thinking, planning and implementing consistent processes and systems that ultimately result in amazing service.

In your real estate business, what are some client touch points where you can create a great experience? Could you have trampoline park passes couriered to your seller’s home to be used for a busy open house weekend? Could you have Moving Day Kits pre-made and delivered with essential items like tape, Sharpies, Gatorade and more? Could you have a flawless communication process with the mortgage broker and lawyer where all your client’s documents automatically get sent and introductions are immediately made?

To implement and deliver on any great service idea you must take a step back to plan, coordinate and systematize the process. This will help make it repeatable and scalable, even when you are busy. The magic is in the process and the system.

Improvising great service will help you create a few great moments for your clients, but when you get busy and overwhelmed, this lack of preparation and planning turns into inconsistency.

Plan, document, systematize and watch your service quality skyrocket, every time.