How Do We Treat Our Customers and Our CLIENTS?

By
Real Estate Agent with Keller Williams Realty Chesterfield

Angry Customers

Earlier today I wrote a post that talked about walking around things that could be a problem or a risk.  Today may have been a weird holiday but after doing that post I started to think about it.  After a brief encounter with a Doctor’s office and the way they handled a situation.  I couldn’t help but think about how I handle my customers and clients.

Here is the situation; while sitting in the doctor’s office the receptionist calls out a patients name and the patient starts to walk to the window.  On her way the receptionist let’s her know that there was a problem and the insurance company wasn’t going to allow a certain test.  Now this may not sound like much but did I mention that there were others sitting in the waiting room and at least one made a comment.  Can you imagine how the patient felt?  Something private, and should’ve been talked about in lower tones if nothing else was now public knowledge.

Here it is early on a Monday morning and the patient probably had one of those fasting kind of tests and now she is being told there is a problem.  Why wait until the last minute to give this information?  Could it have been handled differently?  Where was the communication with the insurance company or with the patient on Friday?  Where was the sensitivity, the understanding?  Do we handle out customers and clients the same way?

There are times that we need to sit back and ask our self a simple question, “Would I like To Be Treated That Way?”  If the answer is NO then how can we change it?

How Do We Treat Our Customers and Our CLIENTS?

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Don Rogers is a licensed REALTOR® in Missouri.  I specialize in St. Charles County Missouri and have called O Fallon MO my home since 1993.  If you are looking to buy or sell or you are relocating to the area and would like information about the St Charles County MO area do not hesitate to give me a call at 314-954-6775 or if you would prefer to send me an email.

 

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Rainmaker
550,824
Lynda Eisenmann
Preferred Home Brokers - Brea, CA
Broker-Owner,CRS,CDPE,GRI,SRES, Brea,CA, Orange Co

Hi Don,

Your statments and philosophy is so very true, sometimes you just wonder "what were they thinking..." And it reallly doesn't take any extra effort to do it correctly in the first place.

Apr 04, 2011 03:23 PM #1
Rainmaker
631,147
Don Rogers
Keller Williams Realty Chesterfield - O'Fallon, MO
Realtor, Broker, CDPE, GRI, OnullFallon MO & St Charles County MO homes

Good evening Linda,

Thank you ma'am for stoppin in this evening.  We do nned to stop and simply ask ourselves woule I like to be treated that way and I just bet things will change.

Apr 04, 2011 03:27 PM #2
Rainmaker
636,572
Maria Morton
Chartwell Kansas City Realty - Kansas City, MO
Kansas City Real Estate 816-560-3758

Great post, Don. Client confidentiality, not to mention respectful discretion, needs to be a high priority.

Apr 04, 2011 04:04 PM #3
Rainmaker
631,147
Don Rogers
Keller Williams Realty Chesterfield - O'Fallon, MO
Realtor, Broker, CDPE, GRI, OnullFallon MO & St Charles County MO homes

Thank you Maria,

We do need to be careful how we care for client information and the way we treat them.

Apr 04, 2011 10:04 PM #4
Rainmaker
925,644
Ron Marshall
Marshall Enterprises - Saint Michael, MN
Birdhouse Builder Extraordinaire

I find people to be thoughtless oftentimes in their dealings with others.  "How would you like to have your confidential information treated?" is a good thing to remember!

Apr 05, 2011 12:24 AM #5
Rainmaker
1,043,346
Bill Gassett
RE/MAX Executive Realty - Hopkinton, MA
Metrowest Massachusetts Real Estate

We always need to be cogniscent of the world around us Don. This is a perfect example!

Apr 05, 2011 12:34 AM #6
Rainer
1,756,848
Conrad Allen
Re/Max Professional Associates - Webster, MA
Webster, Ma, Realtor

Hi Don - We are often treated like "cattle" in different scenarios.  Airport lines, doctor's offices, driving on highways, etc.

Apr 05, 2011 12:59 AM #7
Rainmaker
3,975,876
William Feela
WHISPERING PINES REALTY - North Branch, MN
Realtor, Whispering Pines Realty 651-674-5999 No.

I try and treat people teh way I want to be treated.  Can't go wrong doing that.

Apr 05, 2011 08:15 AM #8
Rainer
78,034
Laraine Shape
Comey & Shepherd Realtors - Glendale, OH
Selling Cincinnati...one kitchen at a time

OMG - How awful for the woman it happened to.  Sounds like the receptionist is better suited for a job at Wal-Mart...or the flea market.  This type of thing never ceases to amaze me...to the core!

Apr 05, 2011 01:05 PM #9
Rainmaker
631,147
Don Rogers
Keller Williams Realty Chesterfield - O'Fallon, MO
Realtor, Broker, CDPE, GRI, OnullFallon MO & St Charles County MO homes

Ron,

You are so right sir.

 

Bill,

It was just like there wasn't anybody else in the waiting room.  GEEEZE

 

Conrad,

And folks wonder why I have a problem with doctors!!!!

 

William,

My friend that is always the best policy.....

 

Ralph,

I always thought doctors were suppose to be caring.  What kind of example does this set as to how caring he really is if his staff doesn't care.....

Apr 05, 2011 02:05 PM #10
Rainmaker
905,496
Ann Hayden
Berkshire Hathaway HomeServices Select Properties-St. Louis Missouri - Chesterfield, MO
SelectAnn.com

Don,

Doctor's offices do not have to worry about patient rights or anything else.....

Ann Hayden in Wildwood, MO

Apr 05, 2011 04:38 PM #11
Rainmaker
631,147
Don Rogers
Keller Williams Realty Chesterfield - O'Fallon, MO
Realtor, Broker, CDPE, GRI, OnullFallon MO & St Charles County MO homes

Good morning Ann,

Then the question is do WE become that way too when dealing with our customers and clients in how we treat or react to them?

Hmmmmmm

Apr 05, 2011 11:59 PM #12
Ambassador
686,098
Ann Allen Hoover
RE/MAX Advantage South - Hoover, AL
CDPE SRES ASP e-PRO Realtor - Homes for Sale - AL

Don, I hope I don't ever treat anyone with that kind of insensitivity.

Hey, I heard on the local news this morning that it is "Start Walking Day"!

Apr 06, 2011 04:36 AM #13
Rainer
20,538
Lynda Jaggers
RE/MAX Solutions Pine Bluff, AR - Pine Bluff, AR
GRI, SFR

Great post Don.  Yes, we should always stop and think first.  It is a hard lesson sometimes for some.

Apr 07, 2011 03:16 PM #14
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