What is Customer Service About?

By
Real Estate Agent with Champions Real Estate Group

I am in the middle of a bathroom remodeling project and it is not going as expected. The contractor has not been supervising the project efficiently and he was not always been available to guide me and answer my questions. I thought I picked the right one but I apparently I haven't. Since I am not always home to supervise the work either -and oh let's not forget the language barrier at times- the shower tiling pattern all went wrong after 2 days of hard labor...and, why? Because of the bad customer service! The contractor told me he assumed I knew what I was doing since I am a Realtor! Unfortunately, he has not counseled me in the right direction BEFORE we started tiling when I needed his expertise most. Had I been told that that the pattern I wanted, the tiles I chose and the shape of the shower were not a good match, I would have probably listened to the expert! I hired them for this reason after all. And if I chose not to listen, then they would have had the right to tell me "we told you so!" He told me this fact after the job was finished with unwanted results and a few of my tear drops. Now they are trying to fix it but we lost some precious time and it costs more money to re-do the work.

All this experience made me think of the great responsibility we, as Realtors, have towards our clients who put their trust in our hands when buying or selling a home. We are the experts and it is our duty to let them know what will work and what will not under certain circumstances. We need to guide them and warn them when necessary. We cannot assume things. We need to talk to them, ask questions and make sure that they understand. If they choose to go with their choice then it will be up to them. But there's nothing worse than hearing from a client "where were you when I needed your guidance?" It is harder to fix something after it went wrong and you might have hurt the most valuable thing between you and the client: the trust!

Comments (5)

Brett Reichel
Homebridge Financial Services - Rancho Cucamonga, CA
MLO 210215

You beat me to it - I was planning on a blog article about customer service soon...it seems everyone wants it but few are willing to give it.  Thanks for the reminder!

Mar 30, 2011 05:06 AM
Elchin Kaleli
Champions Real Estate Group - Houston, TX

Brett, there' always more to write about customer service. I'd love to read your post.

Mar 30, 2011 05:09 AM
Joan Cox
House to Home, Inc. - Denver Real Estate - 720-231-6373 - Denver, CO
Denver Real Estate - Selling One Home at a Time

Eichin, I feel for you, and hope your bathroom remodel is finished soon, and properly!    Customer service is so important, no matter WHAT field you are in!

Apr 19, 2011 02:58 AM
Pacita Dimacali
Alain Pinel - Oakland, CA
Alameda/Contra Costa Counties CA

Elchin

Once we have a stable of contractors and service personnel on our list, we keep using and referring them. That's why it's important to establish right away who's going to serve you well. Customer service isn't a one-time thing...good service can and do lead to referrals. Wonder how man of them understand that?

 

Dec 06, 2011 01:35 PM
John McCormack, CRS
Albuquerque Homes Realty - Albuquerque, NM
Honesty, Integrity, Results, Experienced. HIRE Me!

I must agree with Pacita when I find a good and reliable contractor of any type I hold on to them!  It's highly important to have a great reputation and stand behind the job no matter the field we're in.  Good luck on getting that bathroom job completed in a timely fashion my friend.  Best regards from the Q

Jan 18, 2012 03:15 AM