Don't just inform, PERFORM!

Don't just inform, PERFORM!

So much of the "service" we get these days merely involves telling us stuff;  Your item is on backorder. Not sure when it will come in....The installer should be there sometime tomorrow....You will need to call this number for help......Sorry, we don't carry that part. Wow! Thanks!   Excuse me if I am not overwhelmed!  It's as if some employee name tags read Customer Information Representative instead of Customer SERVICE Representative. And I don't know about you, but I am more interested in being truly served rather than just told.

To be sure, providing information is an important part of being in real estate. But, as portrayed in the examples above, sometimes customers may conclude their dealing with you not knowing any more than they did the moment you said hello.  If that's the case, it pretty much means that you really didn't bust your tail to help them.  Not good!  You need to perform as well as inform.

So, the next time you need to pass information along to a customer, ask yourself:  What more can I do to help this person besides just informing?  Examples:

Your file is in underwriting.  There's no specific time when I should know something.   Would you like me to find out when you can expect an answer?

Here's a number for you to call your lender.  Would you like me to call him/her for you and talk to them myself?

Sorry,  we can't close that type of transaction.  I'll be happy to call underwriting/upper management to discuss what options we have.  So we can identify a way to resolve your issues in an effort to close your transaction.