Transform your business by focusing on the little things—create $75 turkey sandwich moments that elevate client experiences and build lasting trust.

Let me share a motivational moment with you, one that’s been on my heart and mind. This story isn’t just about a turkey sandwich; it’s about paying attention to the little things in our business and how those little things can elevate everything we do.

I was in Las Vegas a while back, staying at the Wynn Casino and Hotel. Now, I’ve stayed at a lot of hotels in Vegas, but the Wynn is my favorite. It’s not my favorite because of the pricing — in fact, it’s ridiculously expensive, but I love staying there because they cultivate an amazing experience.

Related reading: Colliers – How to Create Exceptional Client Experiences

The Scenario

My wife and I went down to the restaurant to eat some lunch, and we ordered a turkey sandwich to split, along with some fries, water, and a soda. That turkey sandwich? Seventy-five dollars! Even as a New Yorker who’s used to paying a lot, I found that steep.

But here’s the thing: as I ate that sandwich, I realized it was the best turkey sandwich I’d ever had. I don’t know if they sprinkled it with gold dust or what, but it was worth every penny. My point is this: the Wynn pays attention to the little things. Everything—from the presentation of the food to the service—is meticulously crafted to create an elevated experience. Even the cocktail I ordered came in a beautiful glass with one perfectly large ice cube. These small details made a big difference.

Related reading:  Insights On Service From One of the Top Agents in the Country

What This Means For Your Real Estate Business

It got me thinking: what if you approached your real estate business the same way? What if you paid attention to the little things that elevate your clients’ experiences? How can we create a $75 turkey sandwich experience for our customers? How can we improve what we do to justify who we are and what we bring to the table?

Let’s face it: our industry has its flaws. One of the biggest across the board is follow-up—or the lack of it. Too many agents don’t return emails, fail to respond to calls, or worse, have full voicemail boxes. That’s not a $75 turkey sandwich experience. That’s a fast-food drive-thru experience, and as POWER AGENTS®, you’re so much better than that.

I want to share a story from Jan Carlzon, the former CEO of Scandinavian Airlines. Back in the 1980s, the airline was losing money every year. When Carlzon took over, he turned things around in just 12 months, making the airline profitable. How? He focused on what he called “Moments of Truth.”

Carlzon identified every interaction a customer had with the airline — checking in, boarding, picking up luggage — as a moment of truth. He empowered his team to improve these moments, knowing that each one shaped how customers viewed the airline. By improving these small interactions, he transformed the company’s reputation and financial standing.

Disney has a similar approach. Disney’s concept of “magical moments” is all about creating unforgettable experiences that go beyond guests’ expectations. These moments are crafted through meticulous attention to detail, exceptional customer service, and a commitment to sparking joy at every touchpoint. By focusing on these magical moments, Disney not only delights its guests but also fosters deep emotional connections that keep them coming back time and again.

In our POWER AGENT® Program, we’ve taken this concept and created what we call “Anchor Moments.” These are the key interactions we have with buyers and sellers that define who we are in their eyes. We’ve even created checklists to help agents identify and improve these moments. I encourage you to look at these anchor moments and ask yourself: Are you delivering that Wynn experience? Are you creating magical moments like Disney or smile moments like we aim for in our company?

Every interaction is an opportunity to elevate your brand and redefine how clients see our industry. When you focus on the little things, you’re not just improving your business; you’re raising the bar for everyone in real estate.

Related reading: Elevate Client Relationships Through Anchor Moments

Related reading: CommBox – 7 Fundamentals for Providing Amazing Customer Experience in the Real Estate Industry, Trends, Tips, Tactics

The Takeaway

Ultimately, success in real estate isn’t just about transactions; it’s about transformation. By focusing on those small yet powerful moments—your $75 turkey sandwich moments—you can redefine how clients see you and our industry as a whole. These moments of truth create lasting impressions, build trust, and elevate your brand. So, take the time to identify and enhance these anchor moments in your business. When you do, you’ll not only stand out but also inspire others to follow your lead. And remember, the magic is in the details—keep creating, keep improving, and keep smiling.

Learn more about the POWER AGENT® PROGRAM

• Join Darryl’s Inner Circle Facebook Group. We are always posting fresh ideas, training tools, strategies, templates, and hosting important, timely discussions with real estate professionals across the globe who are committed to their Next Level of success and life.  

• Subscribe to our newsletter. Click the button below to fill out a simple form and tap into new resources, free downloads, premium content, and exciting promotions. 

• Reach out and talk to us. Not sure if this coaching program and community is right for you? Click that blue chat button on the bottom right of the screen or call us at the number in the header. We are here to help! 

---

Get the latest real estate training tips delivered to your inbox!

Subscribe

Not a POWER AGENT® yet? Give us a go! This comprehensive program provides affordable coaching, training, and customizable marketing tools for real estate agents. It’s proven to help thousands of agents significantly boost their listing inventory, solidify their business, cultivate lifelong customers, enhance authenticity and confidence, reduce stress, and craft fulfilling careers and lives.

Check out the POWER AGENT® PROGRAM here!