No Amount of Style Can Make Up for Lack of Substance – A Customer Service Perspective


Ever seen the Allstate commercials with “Mr Mayhem”?  They’re well done, creative and amusing.  I happen to like their commercials. I also happen to be an Allstate customer – for now.

Though I think their commercials are great, there’s no amount of style, catchy slogans or great advertising that can make up for a lack of substance when it comes to any service business (including real estate). 

How customers are treated, how valued they feel, the SERVICE aspect of any customer oriented business is huge and I don’t care how great or slick your promotions or image is….without substance that doesn’t mean a thing to me as a consumer.

As real estate professionals we don’t make the decisions for our clients but part of our job is to help our clients make informed decisions when it comes to the home buying or selling process.  It’s much deeper and in my opinion much more relevant and essential than catchy slogans or slick advertising.

How well we support, encourage, and inform our clients throughout the process of buying or selling a home is the essence of what we do as real estate professionals. We’re not sign planters or door openers (at least I’m not!).  We’re professionals hired to provide a service to our buyer or seller clients.

Without going into too much detail, my relationship with Allstate is in its final days and once it’s over, it’s OVER.  What ended it?  They have great advertising and public promotions of their services, what could have gone wrong?  Bottom line…there was a severe lack of substance underneath all that fancy promotional image stuff.

At the end of the day it’s not how great your image or promotion of yourself (or even your company) is, when it comes to providing professional service to buyer and seller clients it’s how you handle the one on one, personal, face to face interactions, discussions, challenges and decision points along the way.  How you help them navigate the home buying or selling process.  How valued they feel as your buyer or seller client.  

There’s nothing wrong with having a slogan or promoting yourself, but it’s an empty and meaningless effort if it isn’t backed up and supported by GREAT CUSTOMER SERVICE!!!!

Copyright©2010 by Diane McDermott, All Rights Reserved, “No Amount of Style Can Make Up for Lack of Substance – A Customer Service Perspective”


The content of this blog is the original content of Diane McDermott, NC Residential Real Estate Broker in Charlotte NC’s real estate market serving neighborhoods in Charlotte NC

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About dianemcdermott

Joyfully divorced, Diane is passionate about sharing her story, experience, wisdom and insight from this beautifully brutal life. Passionate about heartfelt connection in all areas of her life she is a public introvert and most enjoys connecting with and spending quality time with friends, chosen family and clients that are uplifting and inspiring. Her core values of connection, humor, integrity, authentic alignment influence all aspects of her life. She is intentional in all that she does. Diane is the founder and owner of Between the Lines LLC Ghostwriting Services and McDermott Real Estate LLC
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