One of the things that I learned in the retail management world was that customer service is perceived VERY differently on the other side of the counter. And it doesn't matter which side of the counter you were on... the person on the other side of the counter might not have an easy time seeing your side...
My photo lab ran in excess of 95% on-time orders. Literally, several hundred rolls of film on an average day, and there might have been a dozen that weren't ready on time for whatever reason... 95% looks pretty good. 99% looks even better. I felt pretty good...
But what about the person on the other side of the counter? If THEIR roll was late, that was 100% of THEIR experience. They didn't know that 200 other rolls were on-time. And they didn't care.
Maybe this person had been through a few trying times and been incredibly polite... but my lab not having their pictures ready on time was their last straw. Of the 20 problems they dealt with that day, they were able to maintain a positive attitude through 95% of them...
But they unloaded on me... And 100% of MY experience with them was negative. I didn't know that they managed to not rip the head off of the buffoon at the home improvement store. And I didn't care.
In the real estate business, we might only have one chance to help a client in a decade. THAT one chance may be their ONLY transaction directly with us. Or, if we are really good, and hang out for a while, we might help them again... but a large part of our client base will only transact one time with us (directly). EVERY transaction that we have with them is 100% of their experience. If we are "off", we are always "off" in their mind. Do you think that they will be talking us up to their friends and family?
The same holds true with people we refer out clients to... If I recommend an inspector, and he does a crappy job and misses the impending HVAC failure, I look like a moron. If the mortgage broker I send a buyer to fumbles the file, I might as well poop on it myself. If the stager I call ends up over budget and not on time... I am over budget and not on time.
I understand that. I don't recommend vendors lightly. I don't take your home buying or selling experience lightly. I want my clients to have the best experience. YOU deserve it.
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