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!
If you would like more information on Belfair, Allyn and LakeLand Village homes for sale or Hood Canal and Puget Sound Waterfront Homes for Sale, drop me a line, give me a call, or stop on by. You can also check out the many choices and prices on my website!
~~Valerie~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Whether you are buying or selling a home, don't put your goals off without talking to a local real estate expert with knowledge of homes for sale on Hood Canal, Southern Puget Sound as well as LakeLand Village, Allyn, Belfair and the surrounding area.
I Build relationships for life. YOUR SUCCESS IS MY SUCCESS!
Windermere Peninsula Properties
My email: vlsallyn@windermere.com
My website: www.valspaulding.with wre.com
My blog : www.BelfairWARealEstate.com
My Direct line: 360.710.5622
I call my client weekly to give them an update on the status of their loan. Even if that is tel them nothing has changed. It makes for a better transaction. An informed borrower is a happy borrower.
An excellent reminder that this is the core of our service oriented business -- communication with the client.
You got that right Lee! I just closed a transaction that had some "issues" at the end and the lender even after it closed has not called the buyer.... Poor, poor poor! Thanks for stopping in !
Li - it sure is the core.. if there is good communication throughout - everyone is happy! Thanks for stopping in!
Good communication is critical in any business. I'd rather be over-informed, rather than left wondering what's happening. Nice post Valerie!
Wanda - It sure is. I was extremely angry that I was the only one contacting the buyer - it seemed as tho escrow andt he lender were "afraid" and escrow only called AFTER I asked them to please give the buyer a courtesy call! Thanks for stopping by!
Hi Valerie - You have hit on my hottest hot button! I can deal with nearly anything if I know what I'm dealing with, and my clients feel the same way. Nothing upsets me more than being kept in the dark so that I can't keep my clients informed. A brief call or quick email doesn't take much time and is much appreciated.
Susan - SO RIGHT! IT was an extremely HOT button with me as of late. It's not an easy business at times that's for sure- as my partner always says USE YOUR WORDS!
Valerie, communication is the foundation of our business, we communicate and we expect the same in return. It doesn't take long to realize that the ones who don't will not be on our list of contacts the next time!
Valerie: That is good advice. We all strive to do this but sometimes fall short! Have a great day!
Caren - that is the truth - if they can't keep me in the loop they sure aren't keeping the clients inthe loop. Thanks for stopping in!
Paul - we all have our days but when it turns into weeks and never happens - well that's a problem! Thanks for stopping in!