Top Takeaway
“Lead by example; it speaks volumes.”
Are you leading in a way your team can follow—or just telling them what to do? In this episode, you’ll learn how customer service, communication, and leadership intersect in 2025. Expect insights that will help you evaluate your own habits, connect more deeply with clients, and build stronger teams.
Guest Bio
Jose Duarte, CCIM – Commercial Real Estate Professional at Coldwell Banker Commercial
Jose advises clients on relocations, acquisitions, dispositions, investments, and developments across the Dallas–Fort Worth market. With decades of experience in real estate and deep community involvement, he blends practical business savvy with a people-first approach. Outside of work, he is active in his community with his wife and two teenage children.
Vitals (Metrics That Matter)
• 80–85% satisfaction in retail/e-commerce and 79% in banking — signals how service standards shift by sector.
• Cap rates above 8% — key real estate trend influencing client decision-making.
• Better occupancy in office markets — showing resilience post-pandemic.
Why it matters: These numbers illustrate how customer expectations and business conditions keep evolving, demanding stronger communication and leadership.
Medical History (Summary)
Customer service isn’t just a smile—it’s a strategy. This episode unpacks how SMBs and leaders can build loyalty, foster communication, and stay ahead in a transactional world.
Exam (Chapters & Highlights)
• 00:00 – Introduction: Why customer service is the heartbeat of business
• 02:59 – Experience matters: turning interactions into loyalty
• 05:59 – Metrics that reveal the real story
• 08:56 – Dealing with attrition and change
• 11:55 – Effective communication strategies
• 14:46 – Leading by example in service and leadership
• 17:45 – Building long-term client relationships
• 20:42 – The art of selling and consulting
• 23:37 – Self-assessment and team strengths
• 35:53 – SWOT analysis for personal and business growth
• 39:03 – Vision, team engagement, and influence of spouses in decisions
• 43:01 – Balancing strengths, weaknesses, and peer learning
• 53:30 – Empathy and understanding perspectives
• 56:15 – Key takeaways on self-assessment and leadership
Treatment Plan (Resources & Prescriptions)
• Gallup CliftonStrengths Assessment – framework for self-assessment and leadership.
• Serve in a nonprofit – Jose’s personal prescription for leaders to gain perspective.
Call to Action (Guest)
Connect with Jose Duarte:
📞 Phone: 972-885-8180
📧 Email: southwestrealtytx@gmail.com
🌐 Website: orioncrg.com
🔗 LinkedIn
🔗 Facebook
Podcast Call to Action
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📩 Email Steve: thedoctor@fulcrumgroup.net
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Glossary
• Cap Rate – A measure of real estate return, higher indicates riskier investments.
• Attrition – Loss of clients or employees over time.
• SWOT Analysis – Strengths, Weaknesses, Opportunities, Threats; a strategic planning tool.
Keywords & Hashtags
customer service, leadership, communication, loyalty, business growth, DFW real estate, client relationships, SMB success, executive leadership, team development, community service, business strategy, customer experience, metrics that matter, SWOT analysis, trust in business, continuous improvement, employee engagement, repeat business, service culture
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