The 4 Laws of Customer Service

Let's face it. Dealing with clients is challenging.

Buyers are emotional. They may see something they like on paper, but completely change their minds when they see it in person.

Sellers are rational. They need you to elaborate every bit of details in your marketing plans to justify your pricing strategies.

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So how do you provide these two very different groups of people with high class customer service?

Here are my 4 laws of giving great customer service:

Wanting To Give Better Customer Service

Customer service starts with what's in your heart and what's in your soul.

To provide great customer service you first have to want to provide great customer service. Everyone can spot a phony. Clients know when you're just babbling a bunch of bull.

You need to eat, breathe, and sleep customer service around the clock.

If you aren’t dedicated to delivering exceptional customer service all of the time in everything you do to everyone you encounter in your career, you won’t have it in your heart and soul to give great customer service.

Exceeding, Not Meeting, Expectations

Customer service isn't something you do to meet your client's expectations. Any average Joe can do the basics to meet the transactional needs of a client.

People who want to give great customer service strive every single time to exceed their clients' expectations. Going above and beyond what is expected is the only way to remain relevant to your clients.

For example, if you are working with someone who is a morning person, don't just offer to grab some coffee with them. Instead, invite them to meet at their favorite coffee roasting hangout while also arranging a backstage tour of how the operation works.

People don't want to have a transaction with you. They want to share in a great experience.

Mindfulness Always Wins

Customer service is intentional. You have to be mindful of what you're saying because everything you say has an impact on the people you interact with.

When a potential client asks you to do something for them, don't say things like "no problem" or "don't worry about it." These may actually imply that there is a problem or you should be worrying about.

Elevate your customer service game by saying things like "my pleasure" and "I would be happy to take care of that for you." People want to be taken care of by other people they know care about them.

Do It All The Time

Great customer service isn't something you can do just some of the time, or most of the time, or nearly all of the time. You have to give great customer service all of the time.

Clayton Christensen, author of The Innovator's Dilemma, brings up this point. It is easier to do things 100% of the time than it is to do things 99% of the time.

Not giving your best every time is an easy trap to fall into. If you don't deliver your best just once, it is easier and easier to not give your best again and again.

When it comes to giving great customer service, it starts with what's in your heart and soul. You have to want to exceed your client's expectations, and you have to be intentional with everything you say all the time.

The only way to stay relevant in the minds of your clients is to give great customer service all of the time.

Nico Hohman

Nico Hohman is the broker/owner of Hohman Homes, a residential real estate brokerage based in Tampa, Fla. Nico is also a contributing author to Realtor Magazine and Inman News, the innovative news source for the real estate industry. Nico has contributed his time and talents to better the standards of the real estate industry and the local community by leading and serving on committees at Greater Tampa Realtors, Emerge Tampa Bay, the University of Florida School of Construction Management Alumni Council, Toastmasters International, Nativity Catholic School, and Johns Hopkins All Children's Hospital Guild. Plus, every fall, Coach Hohman is the Head Golf Coach at Jesuit High School of Tampa.


Since he began practicing full time in the residential real estate in the fall of 2014, Nico has been involved in the transaction and management of over 100 properties with a total value of nearly $20,000,000.


With a degree in Construction Management from the University of Florida and past experience in the home building and remodeling industries, Nico focuses on helping homebuyers find and purchase new construction homes. He also helps home sellers looking to sell their properties that also require significant renovation.