customer service: “You Spot It, You Got It.” (Perspectives on Real Estate and More from a Home Staging Pro)
- 01/31/12 11:10 PM
“You Spot It, You Got It.” It happened twice in three days. I try to ask a question, and the person I’m speaking with assumes they know what I’m going to ask so they interrupt me to answer. I can tell by the answer I’m given, that the person I’m speaking with doesn’t understand what I’m asking. Again, I attempt to ask; I’m interrupted, answered (incorrectly), and summarily dismissed. The first time it happened, it was a colleague I was speaking with. Although perturbed, I chalked it up to bad timing and believed that perhaps she was distracted. … (5 comments)
customer service: “We Don’t Usually Stage in This Area, But Whatever…”
- 10/12/11 09:14 AM
“We Don’t Usually Stage in This Area, But Whatever…” Not so long ago, I received a call from a local REALTOR®. It turned out that he had been referred to me by another Agent that I had done some work for. I had staged a property for the referring Agent’s listing a few months ago and the house was under contract within 6 days. It felt like I was off to a great start.
Boy was I wrong! My joy vanished when the caller explained that it wasn’t his idea to call me, it was the seller’s. … (3 comments)
customer service: Death of the Phone Call
- 03/14/11 05:06 AM
Recently, while watching a morning news show, I saw a segment on how we use our phone for everything except talking to each other. We text, tweet, IM, etc., but actually have a conversation? Not so much. Wired magazine actually predicted the death of the phone call. This story reminded me of something a client recently told me. She was talking about her Realtor and said that they had used her a few years ago when they bought the house they are currently selling. The client told me that this Realtor was the only one that returned her phone calls. I … (3 comments)
customer service: Is Providing Good Customer Service Really That Hard?
- 02/14/11 01:11 AM
Over the past few days, I’ve been giving a lot of thought to customer service and reasonable expectations. Interestingly enough, this began to weigh on me not because I had received poor customer service, but because I was bending over backwards trying to give it. In the real estate business, we are accustomed to going the extra mile believing that if we do right by our customers, it will result in referrals and repeat business. Some customers are more demanding than others; that just goes with the territory. If you’ve been in this business any length of time you know that … (4 comments)
“You Spot It, You Got It.” 
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