Customer Service~Communication is KEY~ Even if there is NO NEWS~Or even if it is BAD news!
The past month has been an extremely busy month for me in real estate. No complaints here on that part! I totally love it. But I have an issue with some of the customer service skills out there with the people who are working on getting the transaction to a successful closing and involved in the process.
I will give most at least a chance to prove themselves and show me their stuff. I guess maybe there is a certain level of customer service that I expect and sometimes it is there and sometimes it isn't. If it isn't I will probably do everything in my power to not use whoever it was again.
Pretty harsh? I don't think so. And yes I know there are times when things do not always go as smoothly as expected, but I do expect to have excellent COMMUNICATION no matter what.
It is disappointing to me if I have to be the one that is ALWAYS initiating the communication- although I probably am because I have a fetish about staying on top of my transactions and in touch with all involved.
I expect the buyers lender to check in on the buyer occasionally-even if there is no news regarding a problem or there is bad news. I myself would actually feel much better knowing that you at least called me to tell me there is no news or whatever bad news within a reasonable time. There is nothing worse than hanging out in anticipation and frustration and not hearing from someone- no matter what.
A customer will stay quite calm if they are kept in the loop. It is when there is NO communication on someone's part that it is extremely frustrating to them (are you afraid to take the "heat?").
So please, take good care to have excellent communication skills. Always talk to people involved as soon as possible and CONSISTENTLY throughout no matter what the news is.
Don't be the person who only calls when there is GOOD news. It doesn't show me or the customer that there is much appreciation for our business and the odds are that they or me will not only not do business with you again, but will not recommend your services.
Think about it. Step it up and step up to the plate - you will hit a home run more than likely.
Talk to me! I want the good and the bad news! We'll handle whatever it is together!
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