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Take good care of your customers or someone else will
Take good care of your customers or someone else will
I got an up call on floor time Wednesday from a woman asking if a property was available. It was a co broke listing. The woman I was speaking to told me that she had seen it available online and then heard it was not available and didn't understand. I asked her some questions and found out that she and her boyfriend were working with another agent and were not happy with her. She said they were not in a Buyer Agency with her and was she obligated to stay with this agent. I explained that she could work with whomever she wanted and then she asked if I could get to the bottom of whether or not this house was available. I told her I would investigate and get back to her with my findings. I hung up with the customer and called the listing agent. The house is bank owned and the bank has accepted an offer on it but the paperwork hasn't been sent back from the bank yet so that is why it is still active in MLS. I asked if the bank would consider back up offers and the listing agent said that they wouldn't look at another offer unless the first one fell through. So, I gave my info to the listing agent and asked her to call me should things fall through. I now called back the customer and explain this to her and she says thank you and how I have given her more information in this conversation than the agent that she has been working with for the past month or so. She explains that she is buying a house with her boyfriend and that she may have him call me. I get her email address and tell her I will email her my contact info and she or her boyfriend can call or email me with questions. The next day I receive a call from the boyfriend thanking me for speaking with his girlfriend and asking questions about the market, etc. His biggest gripe was that the houses he was interested in seem to be going U/A before he can get in. I let him know that he has more competition in the 150-200k price range and that it is spring and more and more buyers are coming out. He tells me he would like to find out about a few other homes and I tell him to email me and I will get the scoop on those. Here is the beginning of his email to me: "Thanks for taking the time to speak with me on the phone today. Not sure if my girlfriend said anything, but she thought I should "get some things on the table" with our next realtor and I thought I would take her advice.... I guess what's important to me is hearing back quickly when I have a question, and setting up showings quickly if I find a house I want to see." Come on now! Is this not the business we are in? Showing properties and answering calls in a timely fashion should not be something that sets me aside from another agent but in this case apparently it did. These are young adults who are pre approved and ready to buy. So they aren't buying a million dollar home. Who does their first time around? Don't they deserve great customer service regardless of what they are looking for? Don't you want to be the one who sells them their first house? I do! I want them to associate the thrill of finding that home and making home ownership a reality with ME! Because if I work hard for them and they are happy, in the end, who are they going to be calling when it is time to move on to the next phase in their lives? ME! Being part of this process is a gift to me! When I get back to my office I read through his latest email and make a few calls about the 3 properties he is interested in. I email him back the info. The next email I get from him says "Thank you very much for your efforts so far, I'm already glad we're working with you!" So, take good care of those customers because if you don't, I or someone like me will! Amie Varney Prudential Verani Realty 603-679-5654x3920 603-490-8799 Cell
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http://www.verani.com/amievarney
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The copyright for this content entitled "Take good care of your customers or someone else will" has been specified by the contributor as:
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This intel was contributed by Amie V
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May, 2012
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