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Coral's story clearly illustrates the need for properly handling incoming calls. I can't imagine telling a past client that I didn't remember them. It is far easier to work that data base than go out and find new customers.
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.
Coral Gundlach, CRS
Realtor serving Arlington, Fairfax and Loudoun Counties in Virginia
Thinking of buying or selling a house in Arlington, Virginia or surrounding communities? There is no general "good time to buy or sell," it's a very personal decision. Contact me for a confidential consultation based on your needs. I am always happy to help people decide if now is the right time for you to move.
The opinions and general information in this blog are soley those of Kathy Sheehan. Specifics regarding an individual case should be discussed in detail with a loan professional. For a confidential consultation, please feel free to contact me via phone or email. All terms and conditions are subject to change.
Disclaimer: ActiveRain Corp. does not necessarily endorse the real estate agents, loan officers and brokers listed on this site. These real estate profiles, blogs and blog entries are provided here as a courtesy to our visitors to help them make an informed decision when buying or selling a house. ActiveRain Corp. takes no responsibility for the content in these profiles, that are written by the members of this community.