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9: Natalie Leslie: How Elders Ballina Is Delivering Big On Customer Service

By |December 13, 2014| No Comments

Natalie Leslie, managing director of Elders Real Estate in Ballina, joins Real Estate Pros to discuss how her team is delivering big on customer service with outstanding results. We discuss why Natalie and her husband, Steve, relocated to Ballina from the north shore of Sydney, and talk about a recent real estate industry mystery shop of 138 agencies in which Natalie was the only agent who asked for a phone number and the only agent who followed up.

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Natalie Leslie: How Elders Ballina Is Delivering Big On Customer Service

Show Notes

Natalie believes the secret sauce to longevity in the real estate industry is constant reinvention and laying it on thick when it comes to politeness and customer service. She doesn’t look at her career as 20 years in the industry, rather “one year 20 times”, which speaks about her dedication to constant reinvention.

Natalie and her team at Elders Real Estate in Ballina are always looking for ways to stay ahead of their competitors and in this episode she mentions mystery shopping and dedication to “standards of politeness” as two of the ways to achieving this objective.

Key Takeaways

Fast Five

Who has been an inspiration to you throughout your career?
“My husband, Steve, because he reassures, he keeps me on track and he keeps me going.”

What are your favourite things in the world to do when you’re not at the office?
“Reading and renovating our house.”

What is your favourite business book?
How To Win Friends And Influence People” By Dale Carnegie

What is your favourite technology resource you use daily to help you run a better business?
“My new iPhone 6 because it means no matter where I am, I can always stick to our minimum standards.”

What is ‘one thing’ that prevents people in real estate from achieving success and what would your advice be to overcome it?
“Ego. People get complacent because of their ego and they believe the business is going to come to them. My advice is to get back to the basics and always deliver on your minimum standards.”

Success Quote

“He who loves his work never labours.” – Jim Stovall

Fast Fact of the Week

The Trust Barometer is a study conducted by public relations firm Edelman each year where they survey tens of thousands of people around the world about who they trust and why. The report in 2014 found that only 48% of Australian’s trust business, down 7% from three years prior, and that the public perceive family-owned businesses to be more trustworthy than any other business type.

Discovery of the Week

Grammarly is a great tool to help you become a better writer. It corrects contextual spelling mistakes, checks for more than 250 common grammar errors, enhances vocabulary use and provides citation suggestions anywhere you are writing on the web in real-time with its Chrome plugin, or you can upload text into its editor for offline checking.

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