Communication, Feedback, Follow up
What makes you think less of a company that is excellent is all respects except for one little area that can be a big turnoff?
I would submit it's communication, feedback and follow up. I know, that covers a lot, but if that's a company's weak point, it could break them.
Case in point. Last year I had a new AC system installed. Workers were very nice, cleaned up after themselves, and did a great job. Fast forward to this spring. Contract says we get 2 years check up and service if needed, free. OK, service man came and said we needed a new filter, takes about 4-5 days to order and replace. Fine. After 10 days I don't hear from them, so I call and the response I got was, "I can't understand why this was not taken care of, let me check" Great, but I don't hear from anyone for another 7 days. No follow up, poor communication, no feedback. Now I'm starting to feel like they don't care about me. So I call the company again, voice my frustration, and get a quick response.
Now for the big question. How are we with our clients with communication, feedback, and follow up?
Can they feel just as frustrated as I was? Will they seek another agent because they feel that we don't care about them? To say that if you don't hear from me that means that I have nothing to report says that you are really not that important to me. That's the way I feel about it, and I'm sure that I'm not alone.
I tell my clients that I will be in touch with them periodically even if I have nothing to report. At least that gives me a chance to tell them what I'm doing to get their house sold, even if it's a repeat performance.
Comments welcome
