Okay, I am really going to try not to be pessimistic in this post, even if I may be feeling that way. I really do live by the basic principle that what you put out, you get back. Put out kindness, decency, fairness, etc., and that is what will be returned to you. Sort of like the Law of Attraction, right? So, if I treat potential or existing customers with those qualities, plus excellent service, communication, ethics and kick-ass rates, they will not only flock to me, but send all the referrals they can.
That is how I have always tried to work and often it has come back to me, just as I said above. However, I've noticed a feeling lately of being "kicked when I'm down," so to speak. Basically, treating clients like gold and still not earning their loyalty. Maybe I'm missing something, but it really seems like a no-brainer that when you put out that kind of effort, people will not only notice it; they will truly appreciate it, as well.
So, here's my question: in this day and age of the internet, non-stop marketing, etc., does true customer loyalty on a broad scale still exist like it used to? Of course, I have many clients who have referred tons of people to me and who I know will always call me when they need a loan. I am truly their lender for life and they are comfortable with that. But, I also have clients who I have provided with the exact same level of service that still don't really seem to care where their business goes. It's not even a question of pricing or programs; I'm offering the same or even better. It's more of a lack of understanding that if you work with someone who takes care of you and that you trust, you'll be much better off. We as mortgage brokers (or Realtors) are not just interchangeable machines that will do the exact same thing for you. We are people who make decisions every day about how to create our business and what sort of principles we stand on.
For me, personally, when I find someone who cuts my hair really well and charges a decent price, I not only continue to give them my business, I refer everyone who comments on my haircut. Or, my CPA; she does a great job, I like her and I've been satisfied with her work. So, I continue to come back to her each year and I continue to send her referrals when possible.
Have the times changed so much that we don't, in general, care as much about maintaining these relationships built on trust and a job well done? I'd love to hear your thoughts, stories, etc. on the subject.
Have a wonderful weekend!!
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