Below is a great article by Amanda Ross, owner of RealtyBoost. It was originally featured in REM Magazine. Amanda is so right when she says failing to do what you say you’re going to do, such as return a phone call, follow-up at a specific time, or attend an event, will have negative impacts on your business – far worse then perhaps you imagine – because you’re weakening the trust and credibility the client feels towards you.
In fact, not keeping your word or missing appointments or commitments makes it very difficult to build a referrals-based business. Be sure to use your Agent CRM so nothing falls through the cracks and so you can make you’re providing an exceptional service experience.
Enjoy the article:
“…build a great experience, customers tell each other about that. Word of mouth is very powerful.” – Jeff Bezos, CEO Amazon.com
Did you hear that noise? That was your client bank getting a little lighter. Gaining that loss back is going to be twice as hard!
Your client calls and gets your voicemail for the third time in a week and even though you generally call them back within a couple of hours, they think, “Geez, doesn’t he ever answer his phone?” With every client or prospect you have a bank of trust that you can grow or shrink. It happens every time you’re amazing and every time you drop the ball – no matter how big or small it seems to you.
If you say you’re going to do something by X date/time (nothing wrong with giving yourself a little buffer just in case), you better do it by then or that bank just got a little lighter. You may think that it’s no big deal, but to them it means something. It tells them you don’t care or that you’re too busy. And, that they’re not important. Always remember that if they don’t hear from you; they’re making up why that is. Don’t let them build that story…it’s not going to be a good one.
Don’t you know that they chose you? They could have chosen any one of the other agents in your area, but they chose you – you’re it! They believe in you, until you show them that they shouldn’t.