Here we go yet again HOW important is Follow Up?
This blog post by Anna Banana Kruchten - Phoenix Homes Sales is worth re-blogging!
Following up with potential clients is KEY. That was the beginning of a great post by Anna Banana Kruchten - Phoenix Homes Sales. When someone doesn’t keep their commitments, it presents suspicion and embarrassment. I recently had first-hand experience with a contractor who did not follow-up or keep his promises. It was very embarrassing to listen to a grown man tell me one lie after another, expecting me to believe his tall tales. For example, he told me the night before he was going to be at my house bright and early the next morning. The next day, he text me a second time to say he’s leaving the house now. About an hour later, I received a text letting me know he was running late and would be at my door in about an hour. Four hours passed before he text to say his brakes on his truck locked up on the rotor and he was waiting for a tow truck. 3 hours later he sent me a photo of a man on the ground removing a tire on a black car!!! (He owned a white pick-up truck). Did I trust him? NO! Will he get more business from me? NEVER! Will I refer him out to friends and clients? ABSOLUTELY NOT!
Anna’s key points include:
Gaining trust
Follow through on commitments
Follow up is a no brainer
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Following up with potential clients is KEY. Duh? Who doesn't know that! I've recently had an experience with a company that clearly doesn't understand that Follow Up is critical to gaining the trust of new clients.
Or is it? Yes of course it is! Who is going to hire someone who doesn't follow through on commitments! Not me!
Here's the story (there's always a story, right)! We are going to replace quite a bit of flooring in our home. We shopped a few tile stores to find a match to the already existing hardwood floors. We quickly discovered that finding a match wasn't so easy. So we went back and forth to perhaps putting in all new woods floors instead of tile but decided against that as we love the existing wood floors. We visited a few more show rooms over the weekend and thought we might have found a good tile match. So we made an appointment for them to measure all the floors and give us an estimate.
That was supposed to happen on Tuesday. Tuesday morning at 8:00 we received a call from the tile company saying the estimator was out with the flu. That happens, let's reschedule with someone else. They didn't have anyone else that day but said the other another estimator would call me back later to schedule for the next day. No call back from him.
About 5:15 that same evening I get a call from a gal in tile show room. She wanted to reschedule the estimator for the following day. Ok that's fine. Who are you sending? She tells me the guy who was out with the flu today. Now who does this make sense too? Nobody! The guys is sick with the flu one day but miraculously recovers over night - sure you bet! I said, no thank you we don't want anybody with the flu coming to our house. But he's feeling better, she says. Again, no thank you. She then decides the other estimator will come out and to do the estimate for us on Wednesday at 3:30. Is that ok? Yes! I rearranged my schedule to be at home on time to meet him and was looking forward to getting the process started.
Well it's almost 5:00 and he's just a little late again! But at this point I'm not surprised. Clearly they're not interested in the job. What they didn't know was this was going to be their first job for us. We have many more flooring jobs on the horizon. So far they're batting ZERO. And that is a definite NO in my book.
What's Follow Up got to do with real estate? EVERYTHING. And there really isn't much more to say because Follow Up is a no brain-er or so you'd think. I'm sure all you professional agents get this point well. And hopefully those agents that 'know' they are dropping the ball from time to time with clients, will read this post and chose to play a better, winning game instead in the future. Now is always a good time to improve! And, there is always room for a new beginning...trust me I've had to shift my game over the years too! JDI
Here we go yet again HOW important is follow up?
Anna "Banana" Kruchten
Designated Broker & Owner
CRB, CRS, GRI, CNE, SFR, CDPE, WLS
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