Benefits of Excellent Customer Service

Real Estate Agent with Buyers Brokers Only LLC - MA Broker Lic 148149

I was thinking of naming this post "What Goes Around Comes Around" but I thought that might be too cliche.

I pride myself on providing good customer service.  In fact, Buyers Brokers Only LLC was awarded a 2010 Angie's List Super Service Award for excellence in customer service.  Not only is it the right thing to do, it is good for business and ultimately, I believe it pays off in other ways.  In the reverse, if I am the customer, I try to be polite and respectful.

customer serviceYesterday, I had to go into Boston to the Land Court to deal with a title issue for a client.  For those located in Massachusetts, they know the dread of a registered land title issue.  

I went to my county's land registration office the day before to get their take on what I had put together.  The clerk at the recording desk did not know the answers.  He directed me to one of the staff members who had worked in Boston at the Land Court. The former Land Court staff member looked over my filing and then spoke to a title examiner at Land Court to confirm that we were on track.  I was concerned about time frame but he checked on that too and assured me it would only be a week or two.  Neither employee had to go out of their way to help me.

So, I hopped on the train to Boston yesterday and headed to Land Court.  The clerk at the desk took my filing and informed me that it was a four to six week process!  I took a deep cleansing breath and explained the events of the day before.  She suggested that I write a note on my filing explaining everything.  She offered to walk it down to the Chief Title Examiner, who then asked to see me. He told me he needed one additional attested document from the Probate Court. Normally that would mean going back to the Probate Court and then back into Boston.  Instead, he told me just to email it to him and drop the original in the mail  Neither the clerk nor the Chief Title Examiner had to go out of their way to help me, but they did.  I thanked them both on my way out. 

On my way home, I obtained the Probate Court document and emailed it in.  However, they had given me the wrong form.  I had not double checked so I considered it my fault.  I went back today to get the correct one, expecting to pay the additional document fee, and they told me it would be no charge!  The entire process worked due to the willingness of everyone involved to be helpful and offer good customer service.  Not only that, my clients benefited as their transaction can move ahead on schedule.

My luck continued later today when I had to stop at my local copy center to have some copies made. The man who runs the center knows me from other projects I have been involved in here in Canton MA.  The copy fee was small but I only had a large bill and he did not have change.  He told me just to come back whenever I had the correct change and pay him!  I then remembered why I liked using their services!

I won't continue to bore you with the other small acts of good customer service that I encountered but it has been the best several days in a row of these kinds of experiences.  As I said in the beginning, I like to think that What Goes Around Comes Around.  It may not work all the time but if I continue to provide good customer service and treat others with respect, it comes back to me and my clients.

If you are considering buying a home in Canton MA and want excellent customer service, contact your Canton MA Buyer Agent

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Laura Forman
National Realty of Brevard - Melbourne, FL
Your Brevard Premier Property Specialist

Christine, I expected this to be a story of rotten customer service, so what a nice surprise to hear of so many people doing the right thing.  It may be cliche, but it is true that what goes around comes around.  That is why I am sure good things happen for you!

Jan 26, 2011 01:56 PM #1
Nina Rogoff
RE/MAX Executive Realty - Medfield, MA
Sells Real Estate!

Christine, it restores our faith in humanity when people act this way. You had a lot of work to do but how much easier it was dealing with people who weren't trying to put obstacles in your path. Good post!

Jan 26, 2011 02:19 PM #2
Gail C. Harris
Resource Network, LLC SFR, AHWD, ACRE, SMAR Board Director - Chesapeake Beach, MD
Reach the BEACH with Gail C. Harris (cell: 703.868

I don't think it's cliche.  It reminds me of my Father, he used to teach us this adage, "what comes around goes around"...and I think that's why to this day, I too give excellent customer service.  Not because I'm expecting anything in return but because although I've found the adage to be true, it's the right thing to do.  :)

Jan 26, 2011 08:35 PM #3
Debbie Gartner
The Flooring Girl - White Plains, NY
The Flooring Girl & Blog Stylist -Dynamo Marketers

Congrats on the Angieslist award.  That is excellent.  I would leverage it in everything you do.  As you know, we did press release, blog, added to our website and email signature.  We also included in our Jan email newsletter. 

Jan 27, 2011 12:14 AM #4
Christine Smith
Buyers Brokers Only LLC - - Canton, MA
Exclusive Buyer Agent & Attorney, Canton, MA is nice when something turns out to be a positive rather than a negative!  I am trying to focus on positive experiences in 2011 - not always successful but I am trying!

Nina....Thanks!  I was actually going to include you in the post as that all occurred on the same day I had emailed you but the post was long enough so I decided to leave that for another day....maybe today! are right - it is the right thing to do.  Also, most of the people mentioned in the story were public servants so they had nothing to gain, they were just all doing the right thing.

Debbie...I know the company has been promoting the Angie's List award & did a press release but you're right, I should add that it to my things as well.  I've been meaning to revamp my signature anyway.  Thanks for the reminder.

Jan 27, 2011 12:20 AM #5
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Exclusive Buyer Agent & Attorney, Canton, MA
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