I was thinking of naming this post "What Goes Around Comes Around" but I thought that might be too cliche.
I pride myself on providing good customer service. In fact, Buyers Brokers Only LLC was awarded a 2010 Angie's List Super Service Award for excellence in customer service. Not only is it the right thing to do, it is good for business and ultimately, I believe it pays off in other ways. In the reverse, if I am the customer, I try to be polite and respectful.
Yesterday, I had to go into Boston to the Land Court to deal with a title issue for a client. For those located in Massachusetts, they know the dread of a registered land title issue.
I went to my county's land registration office the day before to get their take on what I had put together. The clerk at the recording desk did not know the answers. He directed me to one of the staff members who had worked in Boston at the Land Court. The former Land Court staff member looked over my filing and then spoke to a title examiner at Land Court to confirm that we were on track. I was concerned about time frame but he checked on that too and assured me it would only be a week or two. Neither employee had to go out of their way to help me.
So, I hopped on the train to Boston yesterday and headed to Land Court. The clerk at the desk took my filing and informed me that it was a four to six week process! I took a deep cleansing breath and explained the events of the day before. She suggested that I write a note on my filing explaining everything. She offered to walk it down to the Chief Title Examiner, who then asked to see me. He told me he needed one additional attested document from the Probate Court. Normally that would mean going back to the Probate Court and then back into Boston. Instead, he told me just to email it to him and drop the original in the mail Neither the clerk nor the Chief Title Examiner had to go out of their way to help me, but they did. I thanked them both on my way out.
On my way home, I obtained the Probate Court document and emailed it in. However, they had given me the wrong form. I had not double checked so I considered it my fault. I went back today to get the correct one, expecting to pay the additional document fee, and they told me it would be no charge! The entire process worked due to the willingness of everyone involved to be helpful and offer good customer service. Not only that, my clients benefited as their transaction can move ahead on schedule.
My luck continued later today when I had to stop at my local copy center to have some copies made. The man who runs the center knows me from other projects I have been involved in here in Canton MA. The copy fee was small but I only had a large bill and he did not have change. He told me just to come back whenever I had the correct change and pay him! I then remembered why I liked using their services!
I won't continue to bore you with the other small acts of good customer service that I encountered but it has been the best several days in a row of these kinds of experiences. As I said in the beginning, I like to think that What Goes Around Comes Around. It may not work all the time but if I continue to provide good customer service and treat others with respect, it comes back to me and my clients.
If you are considering buying a home in Canton MA and want excellent customer service, contact your Canton MA Buyer Agent.
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