{"id":716,"date":"2019-07-11T21:30:00","date_gmt":"2019-07-11T21:30:00","guid":{"rendered":"https:\/\/www.realtrends.com\/blog\/2019\/07\/11\/delivering-good-old-fashioned-customer-service\/"},"modified":"2025-03-13T02:07:10","modified_gmt":"2025-03-13T02:07:10","slug":"delivering-good-old-fashioned-customer-service","status":"publish","type":"post","link":"https:\/\/www.realtrends.com\/blog\/2019\/07\/11\/delivering-good-old-fashioned-customer-service\/","title":{"rendered":"Top Team Leader David Flory Shares Customer Service Success Strategy"},"content":{"rendered":"<h1>Delivering Good, Old-Fashioned Customer Service<\/h1>\n<p>David Flory, team lead for The Flory Team at RE\/MAX Professional Group in Cypress, Texas, shares the strategy that earned him a spot on the REAL Trends + Tom Ferry The Thousand.<\/p>\n<p><!--more--><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-58964 alignleft\" src=\"https:\/\/www.realtrends.com\/blog\/wp-content\/uploads\/sites\/9\/2021\/01\/d_flory_BLACKSUIT_2-293x300-1.jpg\" alt=\"\" width=\"293\" height=\"300\"><\/p>\n<p>The Flory Team is among the Top 20 in the nation, according to <a href=\"https:\/\/www.realtrends.com\/blog\/rankings\/rt1000\/\">REAL Trends + Tom Ferry The Thousand<\/a>, ranked No. 17 for transaction sides and No. 29 for sales volume.<\/p>\n<p>The secret to their success? \u201cI\u2019ve been in real estate for 40 years and to me it\u2019s basic,\u201d Flory says. \u201cThat\u2019s what I tell people who think there\u2019s some magic wand. Maybe those who are new to the business will find [my answer] boring but it\u2019s hard to argue against success.\u201d<\/p>\n<p>About 85 percent of The Flory Team\u2019s business is repeat and referral.<\/p>\n<p>Here\u2019s their approach:<\/p>\n<h5>Stick with the Tried and True<\/h5>\n<p>Flory started using the FileMaker database in 1985 and his team still uses it today. \u201cI don\u2019t know if there\u2019s something better out there\u2014a lot of Fortune 500 companies use it\u2014but it works well for us. Finding what works for you is the bottom line.\u201d<\/p>\n<p>Whenever Flory or his agents get a new client, they enter details about the buyer or seller into the database. Four decades\u2019 worth of contacts holds a lot of potential business, he says. \u201cWhen dealing with over 1,000 people a year, I recognize the name when they call me and then FileMaker shows me the details. I am very much hands-on. People call for me all day long, so I talk to them.\u201d Maintaining the database has been an essential ingredient to the team\u2019s success.<\/p>\n<h5>Work Past Clients<\/h5>\n<p>Flory\u2019s marketing department regularly reaches out to the database through email, direct mail, newsletters, and cards. \u201cWe also call people and wish them a happy birthday and happy holidays,\u201d Flory says. \u201cThose past clients have friends and those friends have friends. It\u2019s a tree with a lot of branches and you pull in a lot of people\u2014and the referrals are free.\u201d<\/p>\n<p>Many clients have been with Flory his entire career. \u201cIt\u2019s a common story that keeps repeating itself. One client who was a young couple when I sold their first house for $39,000 bought their last house for $1.5 million. It\u2019s rewarding when someone says, \u2018David this will be house number six we are buying with you.\u2019 Once people trust you, it\u2019s so much easier because you don\u2019t have to convince them that you\u2019re going to do a good job for them. Unfortunately, many agents don\u2019t realize or comprehend what a goldmine past clients are. They spend money on things that cost a fortune when going back to their database costs little and yields better results.\u201d<\/p>\n<h5>Focus on What You Do Best<\/h5>\n<p>Stop deviating from what you\u2019re good at, Flory says. \u201cSome agents try to be a master of everything and specialize in nothing and then they don\u2019t do well. We don\u2019t do property management or lease out homes. Sometimes we buy houses and fix them up or do guaranteed buyouts, but our expertise is listing and selling homes. That has been very rewarding for us.\u201d<\/p>\n<p>&nbsp;<\/p>\n<p><strong><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-58594 size-thumbnail\" src=\"https:\/\/www.realtrends.com\/blog\/wp-content\/uploads\/sites\/9\/2021\/01\/LStone-150x150.jpg\" alt=\"Leslie Stone freelance writer\" width=\"150\" height=\"150\">Author Bio<\/strong><\/p>\n<p>Leslie Stone is a Vero Beach, Fla.-based freelance writer. She is a contributor to <em>Florida Realtor<\/em> magazine and has previously served as the magazine&#8217;s associate editor. She regularly writes about the real estate industry.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Delivering Good, Old-Fashioned Customer Service David Flory, team lead for The Flory Team at RE\/MAX Professional Group in Cypress, Texas, shares the strategy that earned him a spot on the REAL Trends + Tom Ferry The Thousand.<\/p>\n","protected":false},"author":15802,"featured_media":4822,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[3255],"tags":[],"coauthors":[],"class_list":["post-716","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-archive"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.4 (Yoast SEO v26.8) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Top Team Leader David Flory Shares Customer Service Success Strategy<\/title>\n<meta name=\"description\" content=\"As a member of the REAL Trends + Tom Ferry The Thousand, David Flory shares the secrets to his superstar customer service strategy.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.realtrends.com\/blog\/2019\/07\/11\/delivering-good-old-fashioned-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Top Team Leader David Flory Shares Customer Service Success Strategy\" \/>\n<meta property=\"og:description\" content=\"As a member of the REAL Trends + Tom Ferry The Thousand, David Flory shares the secrets to his superstar customer service strategy.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.realtrends.com\/blog\/2019\/07\/11\/delivering-good-old-fashioned-customer-service\/\" \/>\n<meta property=\"og:site_name\" content=\"RealTrends - 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