Communication, Feedback, Follow up

Real Estate Agent with Weichert Realtors Appleseed Group, 2043 Richmond Ave. S.I.N.Y. 10314. office phone 718-698-9797, -

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

Comments (7)

Ryan & Sheri MacDonald
Re/Max First - Calgary, AB
Calgary Home Team

Hi Kenneth....Client follow up and good communication is key to any good business, especially ours. Thank you for reminding us on its importance. Love you slogan " A job well done, is half done." Cheers! Ryan

May 24, 2011 07:48 AM
Valerie Osterhoudt
Johnson Real Estate, Inc. - Cromwell, CT
ABR, Cromwell, CT Real Estate ~ 860.883.8889

Kenneth.. Client follow up and good communication alone is what this job is all about.  Did I tell you one of my clients asked me what the address is, and who at the real estate commission he should write a letter to about me.  UGH!!  I thought what did I do wrong.  He responded that he has never worked with anyone that followed through and communicated so well that he wants to write a letter acknowledging this.  I almost fell over.

May 24, 2011 02:38 PM
Ed Silva
Mapleridge Realty, CT 203-206-0754 - Waterbury, CT
Central CT Real Estate Broker Serving all equally

Ken, hope the AC finally got fixed, you will need in shortly. Clients, especially the listing clients, need constant attention. They get weekly reports from me on their online exposure and a call to discuss that activity. If they don't hear from us they think we don't care.

May 24, 2011 10:43 PM
Kenneth Cole
Weichert Realtors Appleseed Group, 2043 Richmond Ave. S.I.N.Y. 10314. office phone 718-698-9797, - Staten Island, NY
NYS Licensed Real Estate Salesperson

Good morning Ryan;  it's "a job well begun is half done"!  Thanks for the comment.

Valerie;  I'm not surprised, your tops.

Ed; Good morning, my, my you're up early.  Man coming today with new filter.  I made my point.

May 25, 2011 12:00 AM
Wanda Kubat-Nerdin - Wanda Can!
Red Rock Real Estate - St. George, UT
So Utah Residential, Referral & Relocation REALTOR

Kenneth, I'm a little late to comment but enjoyed this post and know that 'lack of communication' is one of the biggest complaints in business today and being the one that 'falls through the cracks' is not a good place to be! Well done!

May 28, 2011 02:00 PM
Jennifer Fivelsdal
JFIVE Home Realty LLC | 845-758-6842|162 Deer Run Rd Red Hook NY 12571 - Rhinebeck, NY
Mid Hudson Valley real estate connection

Kenneth this is an important part of the transaction.  Communication is one of the biggest complaint from buyers and sellers.

May 29, 2011 01:29 PM
Gary L. Waters Broker Associate, Bucci Realty
Bucci Realty, Inc. - Melbourne, FL
Fifteen Years Experience in Brevard County

So true..I had a local restaurant (chain) where I encountered a bad experience. Notified company, got standard reply, told they would follow up and nothing....never will I return to the place I went on a monthly basis!

Jun 02, 2011 01:01 AM

What's the reason you're reporting this blog entry?

Are you sure you want to report this blog entry as spam?