I do not know how many people believe that they are more important than their clients. When you are in the industry where customer service is involved...and I do not care about what type of service you provide, you have to understand that the most import thing is your client. If you do not have the patience and the common sense to understand that you are serving them and that they are not serving you, then my golly! YOU ARE IN THE WRONG FIELD! Go and find another job!!
I will explain to you why I am frustrated. Aside from being a Realtor, I am also a certified loan document signing agent. I have over 135 client companies all over the country in my database that use my services and most have been using me since 2003. I have worked so hard to get these companies to work with me and when I have succeeded in getting them to use me, I made sure that I am providing them with a 1st rate service. I will go the extra mile (legally) for them to get the job done and that is why I am very memorable to them.
One day, I could not do the signing, so I have asked the title company if they will use someone I know, who I have trained personally as my back up person. They have agreed...BOY, DID i MAKE A MISTAKE! This guy went to the signing...well dressed but with a rotten attitude! The signing went OK until he had to ask for the check because there was a shortfall of $5. Keep in mind it is only $5! The client could not provide a check because he uses his debit card all the time and he does not know where he placed his checkbook, so he gave this guy $5 cash. This guy got upset and told the client that he should have his checkbook and he refused to accept the cash. He then proceeded on calling the scheduler to complain and that he was not going to complete the signing because this guy could not produce a check and he will not go and get a money order for him! What a jerk! Of course the client was very upset.
While he was on the phone with the scheduler, the client was cursing because obviously he was upset and this jerk told the client, "Excuse me! I am on the phone here, you know!" Keep in mind, he is in the client's house. When he left the signing, he called me over the phone, obviously very upset. He thought that I would side with him. I asked him, "Jerk (not his real name), you did not really do that, did you? He could not believe that I am not siding with him on this. He asked me what would I have done. I told him, "There are two things that you could have done: 1) You could have taken the $5 cash and went the extra mile to get the Money Order for him, or 2) Take the $5 and write a $5 check from your account. If it is a small amount, the title company will just accept it as long as you call them first and find out if you can do that." He got upset that I did not side with him, and I got upset that I failed to realize that this person was like this and of course I had to call the title company and apologize for my lack of better judgment. He almost cost me this client.
Lesson learned: If you cannot do it, just do not accept it! Refuse the order and let them find another person. You cannot teach a stupid person to act smart if he decides that acting stupid is his easy way out.
I do believe that most clients are easy to work with however, if your client is totally impossible to work with and is just very difficult, then I would consider it an exception to the rule, but never, ever assume that you are more important than your client. No! If you want more business, you will take care of your client's client, because if without them, you have no business, which means you have no income. So now, he lives with two-four signings a month...broke and filing a BK because no one would use him and I believe that he deserves it too!
As a Realtor®, if I have to refer my client to another Realtor® have to make sure that this person will do a very good job for my client and do it well. I always strive please my clients, however I also know my limits and on circumstances where I know that there is really nothing I could do to please a client, I just let them know that I could not help them further and it is just OK to do that, however, going the extra mile for a client will not hurt your business...maybe hurt your feelings sometimes, but knowing your limits will help you get through it. Preserving your integrity is always, always a must!
Glena Tupas Dee, C21 Aadvantage Gold, 614 N. Rainbow Blvd. , Las Vegas, NV 89107, 702-217-5241. Email. firstname.lastname@example.org