O.K - the last two postings drive home the point. Kudos to Melissa and Angelica. I was waiting for some solid homerun responses. I have restored faith.... - Wed Aug 1 2007, 07:49
I have had agents (2) at one of the big agencys tell me that they couldn;t look on the fax to see if the fax came through becasue it wasn't their client. Ouch....On the other hand I know a few agents that hustle, keep in communication and don't mind driving. You have the attitude of a winner- I think the customer service oriented people will prevail - my father told me over dinner this weekend that he'd rather and has on many occasions spent a few dollars more with A then B becasue of the customer service. I get my busines becasue I beat the customer service drum; not with words only but with action - I under promise in a very positive productive manner and then over deliever. This type of professionalism I am learning rather quickly in business gets you top tier clients - High Ranking public officals etc..word spreads very fast becasue a lot of these seasoned pros in other industries are shocked by quality customer service - and the kicker is - it doesn't really raise your expeditures much if any at all..... - Tue Jul 31 2007, 15:35
Market conditions in California maybe a bit differant then most other market places. My frustration comes from a lack of customer service across the board - many industries - not just in our arena. I have built my entire 20 year sales and marketing career through placing a high value on quality customer service. My clients would not accept business being done any other way - my systems, process et al., work becasue its driven with a high regard for customer service. While many lenders, brokers et al are closing doors here in California (perhaps its a direct refelection of poor customer service) the company I work for is thriving. I had worked for other companies and I can tell you the extent of customer service was the sign hanging on the wall in the back. That company went from 300 million net to closing shop. Quality customer service is amazing - its like a serice that keeps on giving. The trusted advisor role has a value far exceeeding then one might imagine. - Tue Jul 31 2007, 14:58
I can understand your frustration regarding a bait & switch; that would boil my hide as well. If you scroll down a bit you'll see I work for a direct lender and broker as a revneu stream creater a la the business development manager. Today in route to a meeting we talked about the need to convert more of our pre approvals to done deals; and thus the need to aquire new and differant realtor relationships is something I'll be doing. I appreciate your insight and that maybe the very reason they don't return the calls. Another thing we may need to take into consideration is REGIONAL DIFFERANCES. I am in the Northern California and Central Califronia Markets. I didn't mean to pick on anyone but genralizations drive me crazy - I apologize. - Tue Jul 31 2007, 14:23
I called 8 realtors yesturday - 1 got back with me; and I have an approved buyer..... - Tue Jul 31 2007, 09:46
Charley: That is very good to hear. Text message is great - we are getting somewhere..... - Tue Jul 31 2007, 09:30
How do you come to the 99% figure? - Tue Jul 31 2007, 08:47
I create business streams. I am the business development manager for a lender. I deal with contractors, homeowners, auctioneers, and realtors etc... - Mon Jul 30 2007, 16:45
I think we as a society (here in the US) have scraped customer service in lieu of other functions. Having been in this industry a bit more then a year its very frustrating making contact, having calls returned and just simple hustling on both sides of the fence. Scroll and read the many responses here - some of us even make excuses. I am sure happy some take customer service serious. Referal networks need everyone on the same page. Zen hit the bulls eye. What's worse for all parties involved - lack of customer service or planning ahead. I am the business development manager for a top rate direct lender in California - I'm talking with buyers all day long (I also run a huge FSBO program) and of course from time to time we all drop the ball and that is the reality - but for many its become common place. I also work with Auctioneers (another revenue stream) and I haven't had to listen to so much slamming for agents. I think the role of an agent may change over the coming years and many who are not customer service oriented will loose out to the likes of an FSBO program, Auction, Lease Options etc... The high end you go, the better your service has to be..... - Mon Jul 30 2007, 16:15
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