real estate

Customer Service or Customer Experience?

Last week I escorted my young niece to Montreal to support and encourage her on a big interview in Montreal.  I decided to make the trip worthwhile and take a day or two in Montreal to enjoy the pulse and energy in the most cosmopolitan city we have east of Ottawa;)

I think the whole reason I love travel, hotels, window shopping and dining out is to experience service.  Or to have an experience as a customer.....Having been work raised in high end, exceptional, service oriented retail businesses, I am always curious about who is doing what and who is the best.  So when I am away, I delve in and look for those service moments.

Truthfully, I have fallen in love with Montreal and it was the experience after experience over 48 hours with everyone we met.  I was wowed!

But really, I fell in love with Pierre Beauchamp at the Hotel Omni, Mont Royal.  Pierre has been their ambassador from the beginning when it opened as a Four Seasons to its present ownership as the Hotel Omni.  Thirty nine years of making guests fall in love with him, the experience and the hotel.  He had me at the front door with his first hello and his first giggle.  And I thought I had a laugh!

Pierre is the epitome of everything we all strive for in customer service.  He knows its the experience, the little things, the genuine love of what he does, the genuine pride of who he represents.  He knows he is the one who can make the guest feel like a million, like the only one.  He makes a difference.  He didn't just do it with us, he did it with James Brolin and Barbara Streisand, with Super Tramp, with Stevie Wonder.....Really?  He is even more special because it doesn't matter who you are, every guest is equally important. 

I came back to work today with a renewed sense of purpose.  A quest to always look for more ways to make the selling and buying experience better than the expectation.  To make it an experience, not a transaction.  I know we genuinely care and our clients truly get that sense, but I believe we can always do better, always strive for more.  Sometimes, you have to step away, get that personal experience, in order to remind yourself, of why you do what you do.  And to keep looking for new moments we can create for our clientele, who we care so much about.

Kudos to Montreal, kudos to Hotel Omni and super kudos to Pierre...it is because of you, that I will return!  You are a one of a kind, an exceptional gentleman, a superlative role model for everyone who works at the Omni...and may I say, your service is an art.  And there are not enough artists out there!  We all need to strive for this level of execution.   

I love you Pierre!

A Plethora of Reviews this Month! Thank you!

Helping people is what we do!  Its what we love to do.  We don't need accolades, we just love knowing we did make a difference and we did get the job done and fulfil our clients goals!  Thank you to Rhonda and Phil, and Janique and Ben and Carly, for your 5 star reviews!  We appreciate your relationships, support and taking the time to send us a review to share!

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Holiday Contest - Best Dressed Christmas Tree

It's holiday CONTEST time and we would like to challenge all of our clients, friends, and families to a Best Dressed Christmas Tree competition. THE PRIZE - two box seats for the Senators vs. Tampa Bay game on January 9, 2018 at 7 pm in a BOX
SUITE @ Canadian Tire Centre. Go SENS Go!!!

We also have a $75.00 gift card to HomeSense up for grabs - read below on how to be entered for that draw too.

To Enter:
1. Like our facebook page & share this post.
2. Send the picture of your Christmas tree to either admin@homewithlorie.com or via Facebook messenger to our page by December 11.
3. Once we post our album on December 12 you have a week to get your photo as many votes as you can by tagging friends and sharing the contest. We will contact the winner on December 18th to give them their tickets.

How to get the HomeSense gift card:
1. Like our facebook page & share this post.
2. Tag 3 friends on this post who you know have beautiful trees and may want to enter the contest.

 

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Latest Ottawa Market News!

The November market statistics are out.  I had been watching to see if some of the trends I had noticed in October would materialize again in November - and they did!  Please check out the video and feel free to call with any questions on your home or neighborhood!  The market is still strong and there is plenty of opportunity!  Call me today at 613-270-9559 or email at lorie@homewithlorie.com

Running a Small Business...

Eleven years in as a realtor, and I have to admit that it was about 4 years ago, I realized, or acknowledged that I actually ran a small business.  You know, all those good things like carrying inventory(listings), budgets, planning, staffing, human resource issues, payroll, expenses etc.  

Its the time of year to plan, budget and set up 2017.  Our team is extremely grateful for the growth of our small business this year, in large part due to the people who know us, like us, trust us and support us through word of mouth advertising and most importantly, personal referrals.  For us, we also know that each real estate transaction can impact and help to employ another 45 jobs.  We refer out to lawyers to close, painters to paint, locksmiths to change locks, contractors to improve homes, handymen to repair, plumbers for emergencies etc....45 trades.  So what we do, not only matters to each of our clients who trust us with their most important financial decision, but also to all the 45 local trades/professionals we may also refer to.  Small business does make a difference in the local economy, and I don't think the general public thinks of realtors in that way (took me awhile before I acknowledged that myself).

This week, I had the pleasure of brainstorming with my favorite General Contractor, Richard Larocque, www.valahome.com whom I have known for over 25 years.  We typically brainstorm on our businesses in December and garner opinions and insight from each other that are invaluable.  We share a common love and high standard of how to treat clients and give a higher level of customer service.  This week we focussed on growth, people, social media and marketing.  I wish I could have been more helpful on the social media/marketing side of things, although I was able to point him in the right direction at least.

And that direction led to my Digital Mentor, John Hennessy, www.johnhennessy.ca of The Business House in Ottawa.  Interestingly enough, John was one of Michael's (my son, the realtor) professors at #Algonquin College and that's how we originally met.  We spent the morning defining gold standards of how to market with social media, along with sharing a few laughs and antidotes of life in general.  Now I have to do the work, but at least I have the tools.  Needless to say, I referred him to Richard (see how small business has spin off to others)

My reflection on these two meetings, which always include a general great conversation in a nonjudgemental environment of caring, sharing and laughter is this.....we do business with people we like, people we know care about us and people we trust.  Not any different than how you pick your realtor to work with.  

I hope you take the time to get to know us a bit, we would like the opportunity to get to know you, and help you achieve your goals.  In return, our modest small business will be helping may others achieve their goals too.  Small business is the heart of our economy.  You are the heart of our business.  Enjoy your weekend!