Why Good Service Isn’t Good Enough: Lessons from Kelley Decowski on Earning Referrals That Last

What does it really take to turn a one-time client into a lifelong referral source? For Kelley Decowski, the answer is simple—but not easy: great service. Not good. Not okay. Great.

“You get repeat business and referrals by doing a great job, going above and beyond. Doing a good job is just doing what you were hired and paid to do.”

In Episode #6 of the Outside the Box podcast, Kelley breaks down exactly what that kind of service looks like—and why it matters more than ever in today’s competitive real estate market.

The Power of Experience: Why It’s Not About Perfection

Kelley doesn’t just aim for satisfied clients. She designs her entire client journey around one goal: creating an amazing experience that clients want to talk about.

“If you go to a bad restaurant, you tell 500 people and you post it on Facebook. If you have a good restaurant experience… you're probably not going to tell anybody.”

Great service isn’t about being perfect—it’s about being thoughtful, responsive, and ahead of the curve. That’s what gets people talking. That’s what turns clients into superfans.

How Kelley Crafts a ‘Wow’ Experience at Every Step

For Kelley, creating that wow factor isn’t a mystery. It’s a repeatable process.

Clear communication from the start
Proactive problem-solving during the transaction
Staging to make homes shine
Professional photography (no iPhone snapshots!)
A cleaning crew to ease the stress of moving
And yes, even branded moving boxes to help clients feel cared for

“I send them their moving boxes so they don’t have to be stocking the back door at Walgreens trying to get the liquor boxes.”

Great Service = Great Referrals

When clients feel cared for, they don’t just remember you—they talk about you. And not just once.

“They need to feel like the whole transaction is smooth. And when it’s not smooth, they need to know that you’re out in front of it. You're taking care of the problems. You're there to make their life easier.”

That kind of experience is what fuels referrals.

Final Takeaway for Realtors

If you want more repeat and referral business, don’t settle for good service. Make the experience so good they can’t help but talk about it.

And when the time comes to say thank you? A branded or custom moving box can extend that wow moment beyond closing day.

Thoughtful service touchpoints like these aren’t just personal—they’re strategic. Many top Realtors use branded moving boxes and custom moving boxes to stay top of mind after the sale. The right closing gift makes your service unforgettable.

Listen to the Full Episode

Watch Episode #6 with Kelley Decowski on YouTube

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