I recently read a post by Leslie Stewart and it started me thinking about customer service and retaining clients.

Part of my reply to her entry is below:

"I have been contacted by buyers who started out with another agent and then turned to me for help.  I make it a point to ask them why they left their first agent and why they chose me.  Almost 100% of the time they will say that the agent they worked with didn't communicate with them (often weeks had passed before they had any contact), their agent did not respond quickly to their calls, their agent had limited knowledge on their areas of concern, .. and the list goes on.

Essentially, every client wants to feel like they are your only client.  They want attention and deserve it.  They generally are not concerned that you have other business that you have to tend to .. but do understand when you have a commitment previously scheduled and will work with you so long as you can work with them within a reasonable amount of time. 

In order to keep your clients you have to make them feel like you're giving them your best effort and you hold their interests above your own."

Good customer service is essential to retaining clients and making them feel good about all the things you are doing for them. 

Communication is essential!

When working with sellers (as well as buyers) the phrase "What I know they know" is not only a legal concept, it's also an important communication concept.  As you learn new things related to a transaction it is essential to pass that information on to your clients.  They will appreciate you more if you keep them in the line of communication and you certainly will avoid unpleasant surprises down the road.  Passing on information needs to include the good, the bad, and the ugly.  Holding back on your client because the news isn't good will only be more harmful down the road.

The essentials of communication also applies to maintaining frequent contact with your client.  They want to know that you're working for them and you are giving them your best effort.  You will develop a stronger rapport with clients when you keep them informed and make frequent contact.

Make your client feel as if they are your only client

Regardless of your level of business, it is important to make each client feel as if they are your only client.  You can do this in a number of ways... and the most important measure is to respond quickly to their calls, get them needed information in a timely manner, be their adviser on things they need to know, and above all be personable and responsive to their needs.

These are just a few thoughts I've had about customer service.  In my previous profession communication and responsiveness were extremely important when working with the general public.  It's not much different in our profession... after all, we are still working with the general public... people who have expectations of us and depend on our knowledge and reasonable skill.