Admin

The Best Testimonial I Never Received And Why I Am Sorry

By
Real Estate Agent with Re/Max Jazz Inc., Brokerage

As I have mentioned in previous posts, this is my fourth market.  Throughout the various stages of my wifes education we have moved from city to city and each time I must start building my business from scratch.  As I have only sold in each city for a few years my focus has always been on the immediate sale.  I did not put any effort into maintaining a relationship with my client.  While working with them I know I worked hard and did my best for them, but our relationship ended when the transaction closed.  I have never had repeat business.

Three and a half years ago I met the family of a young woman moving to London, ON.  She was beginning her university education at the University of Western Ontario and they were considering the possibility of purchasing her a condo.  I assisted them in the purchase of a $130,000 condo, explained the convenience of public transit from this location to the school etc. etc.  I have never thought of them since the day that condo closed.  In fact, I had completely forgotten about them.

Move forward three and a half years.  I now live in Oshawa, ON, 250 km from London.  I am with Re/Max when I was with Century 21 in London.  I have a new website, email, phone number, city, everything.  Yesterday I received a page from my new office with a name and number.  I immediately call the number and a vaguely familiar voice explains that Samantha will be finishing her education next month and that they want to sell the condo.  I said, "That's great, but how did you find me here?"

They explained that they were very happy with the service they received almost four years ago.  They remembered my sons name and what my wife was studying.  They remembered me.  This family that I had forgotten, had formed a relationship with me.  A relationship so strong that when told I don't work at that office anymore they asked which office I was with.  When told that I no longer sell in London they asked then in which city does he sell?  They were told that I am no longer with C21 and no one could tell them where I was...so they found me.  

That is the best testimonial I have ever received and it has taught me a powerful lesson in maintaining relationships.  

To the family that is the subject of this post, I am sorry for forgetting you.  I am humbled by your loyalty to me and I promise to learn from the lesson you have taught me about the power of relationships.  Thank you for remembering me, trusting me and mostly, for allowing me to refer you to another great agent in London.

Show All Comments Sort:
Lisa Stafford
Broken Arrow, Tulsa, McGraw Realtors - Broken Arrow, OK
Broken Arrow OK Homes For Sale

What a great story and a lessoned learned.  Just think, you may have been missing alot of referral for the great job you do and not keeping up with them.  Keep up the good work.

Mar 06, 2010 01:59 PM
1~Judi Barrett
Idabel, OK

Stuart,

That is a truly wonderful story.  It speaks loudly to your abilities and job ethics.

Mar 06, 2010 02:00 PM
Chris Olsen
Olsen Ziegler Realty - Cleveland, OH
Broker Owner Cleveland Ohio Real Estate

Hi Stuart -- This post speaks volumes about how wonderful you are as a person and professional.  The fact that you even wrote about it solidifies it even more.

Mar 06, 2010 02:06 PM
Marney Kirk
Cummings & Co. Realtors - Towson, MD
Towson, Maryland Real Estate

Stuart, what a perfect story as to WHY we need to continue building on the relationships we already have. Referrals are so important, even to send them to other agents!

Mar 06, 2010 02:34 PM
William James Walton Sr.
WEICHERT, REALTORS® - Briotti Group - Waterbury, CT
Greater Waterbury Real Estate

Wow! It's great that they found you. That's what having any sort of internet presence will do - make it easy for people to find you when you lose them. Someone who I had showed a house to 3 years ago lost my contact info, but found me again through AR.

Mar 06, 2010 02:36 PM
J. Philip Faranda
Howard Hanna Rand Realty - Yorktown Heights, NY
Associate Broker / Office Manager

It is always gratifying to know that people remember us and still care after the fact. May you have many more!

Mar 06, 2010 04:00 PM
Debe Maxwell, CRS
Savvy + Company (704) 491-3310 - Charlotte, NC
The RIGHT CHARLOTTE REALTOR!

Stuart, What a wonderful testimonial to the service that you provide--unforgettable!  As you said, it's also a humbling lesson that a periodic contact keeps you in the minds of those who may otherwise forget to contact you.  You've forgotten that you have a tremendous referral base out there just waiting to be referred to agents in those cities that you've left behind!  Go get 'em!

Mar 06, 2010 05:13 PM
Barbara Kornegay
REMAX Essential - Wilmington, NC
Wilmington NC Real Estate, Homes

It is so true....  We try to keep up with all of our clients but it is a difficult taks and mostly gets done in a marketing fashion...  We grow so close to them during a transaction and then boom on to the next...  I have to make an effort to be better at keeping up with them personally!

Mar 06, 2010 10:08 PM
Scott Guay
Berkshire Hathaway Home Services PenFed Realty - Ocean Pines, MD
Associate Broker. Ocean City and Ocean Pines MD

Keeping up is hard to do!! It does pay off in the long run with referral business.

Mar 06, 2010 10:44 PM
Cathy Tishhouse
RE/MAX Showcase Homes - Royal Oak, MI
Royal Oak Real Estate

Good story and example of how important it is to take the best care of people.  I love my profession and deliver the kind of service that I feel is memorable and hopefuly illicit this kind of loyalty.  I do stay in one city so have in place a few things to keep my name in the forefront - but that wouldn't matter if their experience was not a great experience.

Mar 06, 2010 11:50 PM
Richard Weeks
Dallas, TX
REALTOR®, Broker

You really made a lasting impression on those clients.  Makes you wonder.

Mar 07, 2010 12:33 AM
Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Stuart - now that was a valuable lesson. And you clearly made a great impression, which is what we all hope, and try, to do.

Jeff

Mar 07, 2010 01:26 AM
David J. Lampe
Your Castle Real Estate - Arvada, CO
Realtor - Web Savvy Denver

Thanks for the post. It shows the importance of a good Web site.

Mar 07, 2010 02:59 AM
David Dee
RMX REALTY - Alhambra, CA
Real Estate - San Gabriel Valley (L.A.) & N. Orang

From the desk of David Dee,

Stuart, keeping in touch with clients will build a great foundation for future business referrals. Not many agents do that and that can be a huge potential loss of income there in itself.

Mar 07, 2010 04:01 AM
Lee & Pamela St. Peter
Berkshire Hathaway HomeServices YSU Realty: (919) 645-2522 - Raleigh, NC
Making Connections to Success in Real Estate

Stuart, great story and great reminder.  Keep up the great service you give your clients...  and congrats on your featured post!

Mar 07, 2010 11:02 PM
Evelyn Zebro
Beverly-Hanks & Associates - Asheville, NC
Asheville NC Real Estate Broker

Stuart - Thanks for the reminder about staying in touch.  Like you, I moved with my husband's career, and had to give up real estate along the way.  Started again and moved again.  Several states over I'm now back in it here in Asheville NC and don't intend to let anyone go - by ignoring them.  Good luck to you!

Mar 08, 2010 05:49 AM
Matt Grohe
RE/MAX Concepts - Des Moines, IA
Serving the metro since 2003

Stuart: very powerful piece of writing. I applaud your honesty. Keeping in touch is very important. All people like to feel valued and validated. Best of luck to you.

Mar 08, 2010 01:29 PM
Whitney Peddy
de Luxe Homes & Estates - Fort Worth, TX

It's great to have such loyal clients! Inspiring post!

Mar 09, 2010 03:02 PM
Whitney Peddy
de Luxe Homes & Estates - Fort Worth, TX

It's great to have such loyal clients! Inspiring post!

Mar 09, 2010 03:02 PM
Patty Lynn Connell
Visit www.pattylynn.com - Mendham, NJ

Stuart,

What  I liked about your post is that our business is indeed transferable, either to a different state or even a different country....AND YOU CAN START FROM SCRATCH AND YOU CAN SUCCEED!!!  Good for you and good luck to all those who must relocate for whatever reason.  I always say, real estate is like the laundry...it's always there!  Good luck...Patty Lynn

Mar 11, 2010 01:44 AM