By Sharron Richardson, Vice President, Broker Services
Coined more than one hundred years ago by retail entrepreneurs, the famous quote has endured through customer service manuals and team chats. But in 2026, with the emergence of AI and chatbots and endless voicemail prompts, is it even still relevant?
The answer is a resounding YES.
Of course, anyone who manages or performs customer service knows this is blatantly untrue. More often than not, a customer or client is outrageously wrong. They are confused about a product, a password, a feature, an invoice, why it’s not the size they ordered (to be clear, it IS the size they ordered, as is very clearly marked on the invoice). That’s not what we mean when we say they’re right. What the quote really means is the customer was right in placing their trust in the company and its product or services. Therefore, the customer has the right to receive exceptional support as a result of their investment of time, effort, and money.
Exceptional support sends the message, “Your business matters to us”. That message builds confidence, loyalty, and goodwill, the trust capital on which successful businesses are built.
Most companies offer some level of support. A few years back, customers realized that using the chatbot feature often resulted in a quicker response than calling and having to deal with a never-ending automated menu of options. That recognition was quickly followed with the infuriating realization that chatbots, often with cute names and sunny digital dispositions, are often no better than a generic FAQ document seemingly written by someone who has zero knowledge of the company, products or services. Generic answers disguised as support don’t help. They send an even more damaging message, that the customer’s investment of time, money, and effort simply isn’t worth a real conversation. Few things erode trust faster than making customers feel they’re inconveniencing the very company they’ve chosen to support.
Enter EXIT Realty Corp. International. Founded in 1996, the company was built on a foundation of support. Support for the agents and their families in the form of single-level residuals, lifestyle and retirement benefits, and beneficiary benefits for their loved ones. The programs, tools, and resources EXIT offers every level of the organization have evolved over the years and our support has grown with it. Initially designed to support EXIT administrators on our proprietary transaction management software, our Franchise Support team, which maintains a 90% FCR (First Contact Resolution) rate, evolved as technology became the norm and digital solutions became an integral part of the day-to-day business of brokers and agents. Beyond Franchise Support, every department at EXIT headquarters is built on respect and gratitude for the brokers, agents, and administrators who make up this company. From executives who are readily available, to a marketing team willing to help with design, to a residuals department putting processes in place to get those residuals to the agents quickly, every department truly has the best interests of our EXIT nation at heart.
And while EXIT does have an AI support representative who has a sunny digital disposition and is well-versed in all things EXIT, we understand the importance of every level of our organization having the ability to reach a real person in real time during business hours to resolve their issue and get them back to their business.
Does exceptional customer service still matter? It matters now more than ever. Is the customer still always right? Maybe not technically. But they are always right to expect that the company they’ve chosen will value their time, their trust, and their business. At EXIT Realty, that’s a standard we’re proud to uphold every day.
