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How Good are your referrals?

By Monika McGillicuddy

Real Estate Agent with Berkshire Hathaway HomeServices Verani Realty

September 07, 2007 02:10 PM

Do you know? Do you really know how good the people are...that you refer to others?

My company Prudential Verani Realty is good size with 10 branch offices. Frequently the agents send out company wide e-mails asking for a referrals from anything from a Handy Man to a Mover. Typically the response is immediate as we all like to help each other out.

The agent requesting the information will then compile a vendor list and distribute that list to their clients and fellow agents.

I've always felt uncomfortable making referrals as I know everyone has different expectations and people don't always live up to past performances.

So I hesitate to recommend or refer anyone unless I have used them repeatedly, trust them explicitly and feel comfortable with the fact that they understand the importance and value of my recommendation. I'm not talking in referral fees but in business relationships. My business needs to be earned and anyone I refer needs to understand the importance of their performance...It not only reflects upon their name but mine as well.

I'm not willing to gamble with my name...are you willing to do so with yours?

Recently, a referral did not work out so well. It was a moving company that of course came highly recommended by an agent and was put on a list.

Contracts were signed, waivers were signed, insurance was declined and damage was done, major damage and it was not made right. Not only was it not made right but not even a return call was made.

I feel badly for the agent and the people involved...how humiliating that a mover she referred ended up Not Caring about repeat business or referrals. That they would walk away from doing the right thing and not even have the courtesy to return a phone call.

Building a business referral base is important...my standards are high and I'm going to be sure that the people in my base are qualified professionals.

Are you just making a list or building a business referral base? If it's a list... just give them the yellow pages!

Just How good are your referrals?

Jay and Monika McGillicuddy

Monika McGillicuddy

Serving Southern New Hampshire and Rockingham County

Monika McGillicuddy Real Estate Training Website

NH Real Estate Blogs

Prudential Verani Realty

Hampstead NH Real Estate

603-548-7728

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Joan Mirantz

Homequest Real Estate - Concord, NH

Realtor, GRI, CBR, SRES - Concord New Hampshire

Monika..I try to only refer people I have personal knowledge of...you're right...it reflects on YOU

Sep 07, 2007 03:02 PM

Jennifer Fivelsdal

JFIVE Home Realty LLC | 845-758-6842|162 Deer Run Rd Red Hook NY 12571 - Rhinebeck, NY

Mid Hudson Valley real estate connection

Monika - This is an excellent post. I just made a referral which turned out to be disappointing, I based it on past perfermance. Usually I give three names, someone new to the area looks to me as a resource; but one more bad experience and yellow pages here I come.

Sep 07, 2007 03:06 PM

Steve Scheer

Realty Oasis - Metro Brokers - Highlands Ranch, CO

Highlands Ranch Real Estate - Denver Real Estate

Monika, I feel much as you do. I only refer out to others/companies that I feel confident about and have the same high standards as I. If I start hearing negative comments about someone, I definitely look into, see if its justified, and if so, I stop referring.

Sep 07, 2007 03:21 PM

Rick & Ines - Miami Beach Real Estate

Majestic Properties - Miami Beach, FL

Monika - I feel the same exact way. And if you think the real estate industry is bad, let me not tell you how unpredictable the construction industry is.

Sep 07, 2007 03:22 PM

Monika McGillicuddy

Berkshire Hathaway HomeServices Verani Realty - Hampstead, NH

Southern NH & the Seacoast Area

George...you would be on my list as I know you know the importance of performances and service. So many people just toss out a name without really knowing those people.

Jay...It is nice to feel comfortable giving out names. It is more than a referral and I think the people you refer know that.

Missy...That just stinks! I know I always feel uncomfortable...just for that reason. You just never know if someone will live up to past performances and when they don't...it comes back to bite you.

Sep 07, 2007 10:50 PM

Monika McGillicuddy

Berkshire Hathaway HomeServices Verani Realty - Hampstead, NH

Southern NH & the Seacoast Area

Linda... I also go over and above what I need to do because I value my name and the referral. The ancillary business referral is hard but after awhile you build a good base and hope they treat your referral as they would a family member. Yet so many agents just give names without really knowing.

Rolando...If I don't know the party...I'm not attaching my name to them. No way. Bad referrals stay with you...word of mouth. People like to talk especially about bad news.

Joan..It is a reflection of you. I feel if you don't know who you referring you'd be better off giving them the yellow pages.

Sep 07, 2007 10:59 PM

Jennifer Allan-Hagedorn

Sell with Soul - Pensacola Beach, FL

Author of Sell with Soul

I've always provided a referral directory to my SOI and it has served me (and them) well. However, I have to re-do the darn thing every year because of all the flakes in the world. There are several providers on the list who have been there since Day One and continue to please - maybe on the next edition, I'll put a star next to their names! It's amazing - I had the world's best painter... and then suddenly he started blowing people off, not showing up, overcharging... and yeah, I got some of the brunt of it. Great post.

Sep 07, 2007 10:59 PM

Monika McGillicuddy

Berkshire Hathaway HomeServices Verani Realty - Hampstead, NH

Southern NH & the Seacoast Area

Jennifer..3 names is always the best thing to do..always!

Steve...I have the one strike rule. One bad experience and thats it.

Ines...The construction industry is very unpredictable. We have a few contractors that we refer all the time...so far we've been very very lucky with them.

Sep 07, 2007 11:05 PM

Lenn Harley

Lenn Harley, Homefinders.com, MD & VA Homes and Real Estate - Leesburg, VA

Real Estate Broker - Virginia & Maryland

This is so important because the job done by the entity you refer reflects directly on YOU. I never, never, never suggest a service person for anything unless I have used their services myself are were completely satisfied.

Sep 07, 2007 11:41 PM

Matthew J Blum - (retired from the business)

Palm Beach Gardens, FL

Monika, This is a great post. So many people don't realize about their reputation. I know when someone refers myself I take that as a compliment. When I refer someone out if I am unsure of anything I do let the person know that a head of time... kinda CYA..

Sep 07, 2007 11:55 PM

Monika McGillicuddy

Berkshire Hathaway HomeServices Verani Realty - Hampstead, NH

Southern NH & the Seacoast Area

Lenn...I'm with you If I have no personal experience with them I won't refer them. I won't refer on someone else word.

Matthew...Thanks. Our reputation is everything as I really believe real estate is a reputation business.

Sep 08, 2007 12:35 AM

Ann Cummings

RE/MAX Shoreline - NH and Maine - Portsmouth, NH

Portsmouth NH Real Estate Preferrable Agent

Hi Monika - because these referrals do reflect back on us, I am VERY choosy about what names I give out. I only give out names of those I've used on my own business or for work done on my own properties.

I had been taught years ago to give out 3 names, but I don't do that, and haven't for years. If the request is for a certain profession, and I am only confident giving one name, I only give one name. I know that person, trust their work and level of professionalism, and that's the name I'll give. If a client requests a name from me, I see it as my responsibility to give the best person for whatever that job is that's been asked for, so I give the best one, or maybe 2 if there are 2, that I have personal experience with instead of several just to cover myself. Of course, if I have several that I put at that high level of service for whatever the request was for, I'll give several, but I won't do it just because that's what some have taught in the past.

Ann

Sep 08, 2007 01:08 AM

Renée Donohue~Home Photography

Savvy Home Pix - Allegan, MI

Western Michigan Real Estate Photographer

Good points! I think it is important to give a vendor list of MULTIPLE choices. As you said, we all don't have the same expectations and neither do our clients. We need to stress that it is important to interview interview interview!

Sep 08, 2007 03:46 AM

Cynthia Tilghman, Realtor® Onslow County NC Home Specialist

Kingsbridge Realty, Inc - Hubert, NC

Hello Monika,
I agree with Ann these referrals can reflect on us and come back to haunt us. If I don't have a source that I trust, I just say so. Good post.

Sep 08, 2007 04:22 AM

Robert Hammerstein -

Christie's International Real Estate - Hillsdale, NJ

Bergen County NJ Real Estate

Hi Monika,

This is a very important point for us as well. If we only know the referral as someone that another customer used with satisfaction, than that is what we tell the person. If it's someone we used ourselves, than we state that too. We always tell our customer the source of the referral. Our reputation is much more valuable to us than a list of vendors. Great post!

Sep 08, 2007 12:56 PM

Carole Cohen

Howard Hanna Cleveland City Office - Cleveland, OH

Realtor, ePRO

You know Moni, that's why AR is so much better than the typical referral system. Now i had one problem; the only real referral I had for an agent this past year (out of my area) was in a rural area of Georgia. I contacted every AR agent in that county and no one wanted my lead saying even though it was the same county, it was still too far away. So I wound up calling my Company corporate referral office and asked them to try to find someone. I would much rather give a referral to someone here.

Sep 10, 2007 11:44 PM

Thesa Chambers

West + Main - Bend, OR

Principal Broker - Licensed in Oregon

I have my list and my company has a list - I do what I can to help but make the disclosure that I may not know them all that well

Sep 11, 2007 04:18 PM

Monika McGillicuddy

Berkshire Hathaway HomeServices Verani Realty - Hampstead, NH

Southern NH & the Seacoast Area

Wow...My notify me never went off. I missed all these comments!

Ann..I agree I always hated to "have to" give at least 3 names. I'm very fussy with my referrals and if I don't have 3 names to give...I won't just give any name.

Renee...Important to interview interview interview....absolutely!!!! But even then I don't feel comfortable unless I've actually used them.

Sep 12, 2007 05:45 AM

Monika McGillicuddy

Berkshire Hathaway HomeServices Verani Realty - Hampstead, NH

Southern NH & the Seacoast Area

Cynthia...You're right it really comes down to trust.

Lisa...Our reputation is much more valuable than a list of vendors and once you lose it....you can't get it back.

Carole...We had the same problem...couldn't find an AR member! I usually go to AR first and then my company referral system.

Thesa...Disclosure is key. If I have not used the person I'm referring I'll say so. That way they know that I am passing on a name that I have no 1st hand experience with.

I so sorry for taking so long to respond to your comments! Thank you!

Sep 12, 2007 05:56 AM

Joan Whitebook

BHG The Masiello Group - Nashua, NH

Consumer Focused Real Estate Services

Monika -- I think you make a lot of good points here. I am very careful about referring vendors. I will simply let the person know whether or not I have personal knowledge of the vendor. -- Even if I do, I encourage clients to ask for references, check on insurance and get a couple of bids.

Sep 14, 2007 02:24 AM