You are not that important! Period!!

By
Services for Real Estate Pros with C21 Aadvantage Gold - Short Sales & Forclosures

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!

Buying and selling homes in Las Vegas

Glena Tupas Dee, C21 Aadvantage Gold, 614 N. Rainbow Blvd. , Las Vegas, NV 89107, 702-217-5241. Email. glenadee@gmail.com

 

 

 

 

Posted by

I represent Buyers and Sellers in Las Vegas, North Las Vegas and Henderson areas.  I am experienced in handling short sales and foreclosed home transactions.  I am not intimidated by negotiators and I have successfully negotiated "hard to close" transactions in a shorter period of time.

Call me and I promise you that you will be well-represented in your short sale negotiation(s) with your lender.

www.GlenaDee.com

 

 

Comments (5)

Shelley Rowton
Move To Realty - Austin, TX
ABR, RSPS - (512) 507-5779 MoveToRealty of Austin

No one can do it like you can!  People think I'm a bit of a control freak, but it's because I want to make sure it's done right.  Glad you feel the same way!

Jul 16, 2010 12:56 PM
John Franc
John Franc Realtor ABR Vandyk Group - Manahawkin, NJ
Honesty & Integrity in all I do!

The only way to make sure things get done right is to do them yourself!  Problem is we can't always be in 20 places at once so things like this will happen.  The best thing to do is put out the fire and move on! 

Jul 16, 2010 01:07 PM
Glena Dee
C21 Aadvantage Gold - Short Sales & Forclosures - North Las Vegas, NV

Thank you!  I felt so frustrated and practically felt like a bucket of cold water was poured over me when I heared him speak that way.  The thing that bothered me the most is that, he honestly thought that he was right! I was so shocked!

Jul 16, 2010 01:14 PM
Doug Rogers
Bayou Properties - Alexandria, LA
Your Alexandria Louisiana Agent

My favorite A/C vendor refuses to take ANY time off because of what you described.

Jul 17, 2010 02:05 AM
Glena Dee
C21 Aadvantage Gold - Short Sales & Forclosures - North Las Vegas, NV

LOL!  I know what your A/C Vendor means.  Back when I was still designing the master copies of floral arrangement designs for this huge Dried Floral arrangement wholesaler in Somis, CA, even when I was too tired to create a design, I would because I was afraid that the quality will never be the same because oftentimes when I did use someone, I ended up spending more time in re-doing the design.  My husband used to say, why won't you just train someone to do it?"  He does not understand that if you want to deliver quality, you can teach people how to create, but never the insight and I agree, in most cases, if you want to do it right, you have to do it yourself.

Jul 17, 2010 10:30 AM