Want Great Customer Service? Start with a Margarita Machine

Sep 20, 2012 11:05:41 AM


At every Mega Camp, there are always a few stray strategies that make you go “huh?” This year, it came from an unlikely source: Russell Rhodes, a consistent top producer who is sometimes known as being an under-the-radar rock star.

This year alone Russell and his team are on track to do more business than he did last year, which was an impressive $109.2 million and 414 closings. He was No. 1 in the Keller Williams system for production and his consistent approach to service clients at the highest level is keep him at the top of his game.

So what does a margarita machine have to do with customer service?


With a solid team of top producing agents and staff members servicing leads at a high level, Russell turned his attention to another core customer service component: surpassing expectations. But instead of “plussing” aspects of his services, he added an unexpected set of amenities. “I noticed other agents providing moving trucks and other amenities related to the real estate process,” he said. “I thought it was a great idea but wondered why we had to limit it to just the moving part? Why not acquire a host of items that clients might need and allow them to be borrowed at any time?” Today, The Rhodes Team’s Customer Appreciation Program lends clients tables, chairs, chafing dishes, power washers, air compressors, tile cutters and even a frozen margarita machine.

“We actually have three now,” he laughed. “And we’re probably going to have to get another moving truck. Currently we’re lending the truck out out to clients 300 days out of the year.” Not only are his signs in tight-knit neighborhoods around the city – he and his team manager, Tiffany Smith, choose to farm neighborhoods where homes are close and the community is closer – there’s a moving truck with his branding driving around the block.

“Clients are delighted that we provide these services and it just reinforces the ongoing value and benefit of doing business with his team,” says Russell. “The more I focused on what I could do for them rather than what they could do for us, especially in the form of referrals, the more our business grew,” he adds.

What are your thoughts? Would Jimmy Buffet approve?