I'm always fascinated by customer service, whether I'm ordering fast food, watching the Dodgers play or running errands. I am eternally optimistic that people care enough to provide great service...and I'm often disappointed.
Take, for example, my recent experience with the UPS Store in North Hollywood, CA. I was in a hurry and needed to ship several things that were unpacked. I walked into the nearest UPS Store and asked for a box, packing supplies and UPS overnight shipping. I also had with me a box, already prepackaged and postage-paid, that I just needed to drop in the US Mail.
I asked the clerk (trying not to be too distracted from all the metal in her face) if she could please take the small box and drop it in the mail, so I could work on packaging everything else. She announced "that will be $2.00." I was stunned...I hadn't even done anything yet. "What is $2?", I asked. She said that's what it would cost to drop off the box. "Even with postage-prepaid? Just to drop it in the mail box?" Her reply, "yeah, $2.00".
It didn't matter to her (as she explained) that I was about to buy a box, packing materials and overnight shipping. I felt like I'd walked into a Seinfeld episode.
I grabbed my stuff and left, opting for the US Post Office. It wasn't about the money. It was the feeling I had that I didn't matter. Squeezing $2.00 out of me was far more important than making a sale and creating a lasting customer relationship. Now what do they have? Not my $2.00...and not my patronage. Is $2.00 really worth losing a customer for life?
Now consider how this might affect you as a real estate professional. Do you care more about your prospects and clients than your commission? If you care now, you'll have someone as your client and your friend for life. If you care less, but only want to see that check, you'll likely lose both...and that costs a whole lot more in the end.
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