Lasso's Real Estate Technology Blog

Real Estate Software with a Proud Canadian Heritage

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This week elite athletes from all around the world have congregated in Vancouver and Whistler for the 2010 Winter Olympics. The Games have been a long time in the making and it has been fun to watch the excitement and the connection with the games build, especially over the last few weeks as the Olympic Torch relay has made its way through Vancouver and surrounding areas (after travelling all across Canada and touching 90% of Canadians). The Opening ceremonies take place today - people everywhere are smiling, they are happy, there is a sense of pride and inspiration - the list of superlatives could go on and on!!

Since the inception of Lasso (at about the same time as the games were announced for Vancouver in 2003) our goal has been to serve the world. We've been proud to be based in Vancouver, partly because Vancouver has been a model city for the world in urban development and more recently green and sustainability initiatives. But I'm not sure there has ever been a time when we've felt so overwhelmingly Canadian . . . and so extremely proud of it.

One of the theme songs for the Vancouver Winter Olympics is called "I Believe". The video is moving and reflective.

At Lasso, We Believe! We believe in the power of our team and we're very proud to serve our customers around the world. Thank you for believing in us! We believe we are doing some pretty exciting things this year:

• Software Feature Enhancements - whether it's usability, more marketing and sales features, or better ways to report on information or better manage inventory , we are constantly working to enrich your user experience and make Lasso even easier to use to help you convert prospects to purchasers.
• Customer Service - we want your experience with Lasso to be remarkable. It is a journey, but we keep trying! When a new home builder or developer begins using Lasso, we want to help them get going every step of the way and to be customers for life.
• Educational & Information - Started in 2009, Lasso runs a series of educational webinars every 6-8 weeks. Topics include Lead Management, Online Marketing and Sales, Sales Management and Email Marketing, amongst others. Webinars are facilitated by Lasso representatives and industry experts like Mike Lyon and Jeff Shore, with more featured speakers to be announced soon.
  

So ‘let the games begin'. May every country strike gold -- with Canada a little more golden during these games :)

Upcoming Lasso webinar: How would you like to convert leads better than 97% of builders and developers? Find out how on February 18th.
Learn more . . .

Is a 6 Hour Flight Delay a Great Marketing Opportunity?

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It sure was last week on my flight scheduled to the International Business Show (IBS) in Las Vegas.  The story:

• Arrive 8am at Vancouver International for a scheduled 10:05am flight to Vegas.
• While checking in the ticket agent advises of a mechanical issue and departure is delayed to 11:45am. Not a big deal; I have a couple of meetings scheduled upon arrival that I can change and there are always emails and calls to complete anyway.
• Socialize briefly with a couple of executives from leading new home builders that are also travelling to IBS. Always insightful to get market updates from insiders from the industry.
• Arrive at gate 11am. Oh, Oh! Flight's further delayed until 3:45pm due to the mechanical problem taking longer to fix; now a replacement craft has been requested.
• Many would-be passengers are upset and expressing their frustration at the gate -- loudly. I am trying to go with the flow (the crisis in Haiti helps me appreciate all the good we have).
• Fill up next 4 hours with emails, calls, checking out the 2010 Olympic store and even a 15 minute shoulder massage at Absolute Spa (first time I ever tried this service at YVR; not bad at all).
• Arrive back to gate at 3pm and looks like we are good to go at about 4pm. You can feel the anxiousness in the waiting area.
• 4pm, we are on board; I am in my seat and departure instructions just completed.
• The Westjet Airlines captain now takes the microphone and with just the right amount of self deprecating humor about the airline and the day in general he shows genuine empathy.
• Then he says that every passenger will get a full credit in the mail in about 3 weeks and explains Westjet's practice about delays beyond 2 hours that are within their control. WOW! Almost a standing ovation and the mood in the passenger cabin changes instantly! He went on to mention that Westjet's on-time results are 99% (which they publish on their website).
• Great Marketing. You bet! Great customer service (and how we respond to problems) is still the best form of marketing.
• Kudos to Westjet! I would fly with them again anytime.
• And the experience reinforced my relentless commitment to customer service at Lasso. Funny how we learn from difficult events. From my week at IBS, I think the new homebuilding industry has learned much from the difficulties of the past couple of years, too. But that is for another post.