Do You Make Your Clients Wait on the Sofa?
Good Customer Service?
My office is expanding and this weekend we are moving to a larger building-just a half block away from where we are now. As a result of the growth, our reception area is much larger and I wanted to purchase a sofa to match our existing chairs. I knew what I wanted and where I needed to go. This was nothing high end; I assure you. I wanted to purchase the sofa from one of those discount furniture stories that offer your popcorn and free cookies when you walk in the door.
So, my husband and I take the 20 minute drive to the furniture store. We walk in. We see loads of sales people. We find the sofa and we are ready to purchase-all in about two minutes. Suddenly, there is not a salesperson in sight. My husband suggests that instead of doing laps around the store... "Why not sit right here on the sofa and see how long it'll take for someone to approach us and ask if we need help?"
We weren't in a big hurry, and I kind of like the idea of this interesting customer service experiment. So, we sat and we sat and we sat. Twelve minutes later a woman approached us to see if she could help us. When I told her that I wanted to purchase the sofa, she was all excited because this was going to be her first sale of the day. (Really? I wonder why that is the case.)
At 4:15 p.m. we leave the store. We are told that we will get a call on Sunday with Monday's delivery time. This morning (Monday) when I was getting ready for work, I realized that no call came on Sunday. I looked through my call list and saw that I had a voicemail from a toll free number that came in on Saturday evening at 7:30 p.m. I listened to the voice mail (which was from the delivery department) and they stated that I had to call them by 8:30 p.m. on Saturday evening in order to confirm today's delivery.
To make a long story shorter, I called this morning and was told my delivery had been rescheduled for next Monday, July 18th because I did not call back by 8:30 p.m. on Saturday night. (Mr, Manager, you do realize that I received the call at 7:30 p.m., don't you?)
The sofa is now scheduled for delivery tomorrow. What I saved by shopping at a discount furniture store, I spent today in headaches and phone conversations in order to have them revisit their policies and schedule a more realistic delivery time.
How many things went wrong in this transaction? 1) I had to wait for service when there were clearly salespeople available to help me; 2) I was given inaccurate information-I was told I would receive a call on Sunday for delivery when I did not; 3) I was subject to unreasonable treatment with no disclosure of policies. I was required to call back within one hour to confirm an appointment two days later-did they really think I was so stupid as to not remember an appointment that I had made just three hours before?
Cycling back to real estate... I began to wonder what kind of customer service clients expect and what kind of service clients deserve? I bought the furniture at a discount store; does that mean that I should receive a discount level of service? If I offer my clients popcorn and cookies for free, does that mean that I can provide a lower level of service?
In North San Diego County, we have home prices ranging from $100,000 up into the millions of dollars. It doesn't matter whether I am taking a $100,000 listing or writing a two million dollar offer, I provide (figuratively) popcorn and cookies to all my clients and I never make them wait. Each and every buyer or seller that walks in the door receives the same level of service; it's a good one. And, when we are at the new place, maybe just maybe, they will have a nice new couch to sit on.
Broker, Realtor®
DRE #01324959
Broadpoint Properties, Inc
San Diego County Short Sale Specialists
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