Customer Service. Well, it certainly seems like a seemingly innocent term, doesn't it? I mean, after all, we do expect to be treated well when we are involved in a transaction (of any sort!) with someone that we believe has earned the benefit of out business. It's just how things are supposed to be!
Customer Service. Hmmmm...that term just keeps popping up! Good grief! When will it end? What more can they expect from me? Well, the real answer is this ---- as much as they can get. But that's why we're in this business, isn't it? To help facilitate one of the most rewarding experiences one can experience, to help fulfill the American Dream.
And so it is. That's the root of it all. That mysterious Customer Service phenomena. And then there are those special clients.
You know the ones. There is an instant connection, an immediate rapport and the deep-down gut feeling that there will be a long, long, long relationship.
Meet Doc. He called me in January because he saw one of my signs on the same street he owns investment property. I was out of town when he called, but made arrangements to meet with him at one of the exits off the highway on my way back into town. And so a wonderful business relationship was cultivated.
You see, Doc is a very busy man who travels the world frequently. He owns investment properties all within 15 - 20 minutes of me, but his personal residence is about an hour away. This makes me very valuable to Doc - especially when I go out of my way to help.
I have one of his properties currently listed. No big deal. But he called me and asked me to go to one of the other properties and give him a list of things that should be done to either (a) sell it, or (b) rent it. Off I went. Clipboard in hand. And the list began. A rather expensive list. He had had the tenants from hell in there and it had taken him 9 months to get them out. Need I say more?
With list in hand, complete with estimates, I fax Doc the news. He calls me immediately - he is in Brazil. "Is there any chance this can be done for less? I didn't realize they had done that much damage!" My answer...."If you are wanting to sell it and not bring at least $10,000 to closing I strongly suggest that you do as much as possible." The estimate was just shy of $3,000. We had a discussion about contractors and handymen, painters and window repair. The fix-up is underway. And when it's done I will list it.
I have already been told that when this is done we will move on to #3. This could prove to be a lucrative relationship - for both of us.
And to add a little sugar to the tea............"You have moved from best damned Realtor in Ohio to the best Realtor in the country! And I'm going to let your broker know!" I am quite flattered by his trust and enthusiasm, but honestly Doc ---- I'm just doing my job.
All totaled Doc owns 21 properties and his goal is to liquidate all of them in the next 2 - 3 years. I am thinking I will have a steady stream of single family listings for at least that long. Funny how things work out...
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