These words were recently spoken to me by a contractor I had recently used on a huge job at my house. I won't go into details, but we spent 5 figures with this company and had quite a bit of work done last October. I am a Realtor®, and I have also used this contractor on occasion for work on listings. So when I called him to see if he worked in an area in a neighboring county where I have a listing coming up, I was surprised when he had absolutely no idea of who I was. I gave him my name, my company's name, my address, my husband's name and described the large job he'd just done for us last fall. Nothing made a bell ring. He claimed the cell service was bad and he was having a hard time hearing me. That's fair. So he called back and left a voicemail saying, and I paraphrase, "I am sorry I did not know who you were, I have 10,000 people in my database and sometimes it's hard to remember my clients' names right away."
So, with that voicemail and pseudo apology, I did not call him back, reached out to some colleagues and found a great referral for the job I need done at my clients' house. I will also be using that referral for another project I have at my house, and I figure the guy who has 10,000 people in his database and could not remember who I was, probably doesn't need any more. He did call back again and say he remembered who I was after getting to his office and looking me up. Okay, again, that understandable, but he should have someone IN his office (I tried that number 5 times with no answer) answering the phones to figure out who people are if he can't himself. Because he has no receptionist, or anyone answering the phones, I called his cell. And here we are, he lost a customer and who knows how many referrals.
I am not a mega agent, nor do I intend to be one. I have a nice solid business that makes a good living and keeps me busy and fulfilled. I have relationships with my current and past clients, and can tell you without a doubt, I know who each and every one of them are and would not be so confused if a client from 8 years ago called me, let alone 5 months ago.
I can't imagine I could possibly even want to build 10,000 people in my database someday, but maybe if I am an agent for another 20 years, it's possible. If I get to that point, I would most certainly have a solid team of people to help me keep track of them, answering phones during business hours for one, and helping me remember who my clients are. Again, I can understand if you are in business for 30 years you might not remember someone from that long ago. But we are talking about 5 months. And it was not a small project.
What are your thoughts? Do you expect people with whom you spend large sums of money to remember you when you call again within a few months? Do you want to work with the "biggest agent in town" or one who will know who you are when you call them with a question after you close?
If you are looking for a Realtor® in Northern Virginia who will remember who you are, give me a call. I don't take on more business than I can handle and give personal service to each and every one of my clients. You are not just a number to me. And it's likely that you'll even hear from me post-closing before you need me.
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