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The Name of the Game is SERVICE TO CUSTOMERS

Recently I got out of my car to greet a client and assist them in evaluating a property they were considering. Almost the first thing the client said as he took my hand was, "Over the past month we have called at least a half dozen agents inquiring about property, but YOU ARE THE ONLY ONE WHO RETURNED OUR CALLS!

His question was very direct, "Why don't agents return calls?" I had no explanation to give. I simply don't understand why anyone would offer their service to the public as a realtor® and then fail to return prospect calls. Are some of them a waste of time? Perhaps. But the only way to find the ones that are going to produce a sale is to RETURN ALL CALLS!

I have a longstanding policy, one that I followed when I owned and operated an international trading company 25 years ago and have never wavered in my commitment to it. Every call will be returned the same day it is received! Even if the only response I can provide is, "Thank you for your call, I will gather information and get back to you tomorrow (or another date certain). I follow this policy whether the inquiry is received via voice mail, text message, email, or snail mail.

For me, the name of the game is SERVICE TO CUSTOMERS and I want to be known to my customers as being responsive to their needs. This policy defines who I am and what I believe about business. I want my clients to tell all of their friends, Call John Cleek, he will answer your call!

Posted by John Cleek, Ph.D. e-PRO on 08/07/2007 07:28 AM

Comments (6)

6 Comments on The Name of the Game is SERVICE TO CUSTOMERS

WOW! It amazes me when I hear stories like that. This is a service business!! No customers, no commission. It really is a simple formula. I have to assume those other agents were out filling out job applications at McDonald's.

08/07/2007 07:45 AM

by Brad Snyder (Sierra Vista Realty)

John - I am always confused myself when I hear others say nobody would return their call. If you don't return calls how do you expect to stay in business? Like you said, you can't even find out if someone is going to be a true client unless you call them to find out. I know a few agents that are terrible about returning calls....it drives me nuts!

08/07/2007 07:45 AM

by Bill Gassett Metrowest Massachusetts Real Estate (RE/MAX Executive Realty)

You are so right! It seems so logical doesn't it???

08/07/2007 08:01 AM

by Al Maxwell - Real Estate Agent - (Coldwell Banker)

Seems like such a simple task. I always try to answer my phone, unless I'm with a client. I will say that I frequently get comments from my clients about the fact that I respond so quickly or that I am always available. I guess their expectations have been lowered by past experiences. This doesn't only happen in our industry.

08/07/2007 08:12 AM

by Deb Johnson~Farmington Hills real estate RE/MAX Farmington Hills, MI (RE/MAX New Trend)

It really must make you feel good when a client says something nice like that. We do a good job servicing clients, but most of the time, compliments are few and far between. I never expect them, but occassionally, a nice compliment comes along. Makes it all worth while!

08/07/2007 08:42 AM

by Lori Lincoln- Taunton-Fall River MA Assonet MA, Rehoboth, Dighton, Swansea (Keller Williams Realty/Realtor Taunton and South of Boston)

The agents that aren't returning calls are probably the same ones that are complaining that they don't have any business. It's truly astounding.

08/07/2007 08:55 AM

by Kelly Sibilsky ~ Lake Zurich RE/MAX Real Estate Agent (RE/MAX Unlimited Northwest)

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