Last week I had the opportunity to interview with Redfin for their referral program. Though I thought the interview went well - my past interview experience was when I worked for Schwab and I was wholely invested in the decision, versus this where whatever happened would be fine - I didn't end up getting accepted into the program.
C'est la vie.
As I look back at the interview, there are questions that still are ringing in my ears, questions where I'm certain I didn't provide the answer the interviewer wanted to hear.
One was about my use of Active Rain, which I'm not going to get into again. Suffice it to say, I've been gone for a while.
Another was whether I'd ever fired a client.
My guess, at least now, is the answer was supposed to be no. Given Redfin's focus on customer satisfaction, it seems now obvious that the honest answer - that of course I have - wasn't the correct answer.
Again, c'est la vie.
Ending the business relationship with a client actually can be a benefit to customer satisfaction, inasmuch as if the client and I aren't on the same page, there's no point in working together. I don't expect clients to behave in a certain manner but they need to have a certain understanding of market conditions, or at least be open to being educated about the market.
If a client's goals are unrealistic and if they repeatedly have zero interest in my advice, why would we continue working together? Far better for them to find an agent who will satisfy their emotional need, even if that satisfaction comes with the price of never purchasing or selling a property.
Too many years were spent handling relocation clients for my former Century 21 office, where the emphasis on "the big picture" caused me to work with clients who wanted a yes man, not a true real estate professional. As an independent contractor, it was an incredible waste of time and resources.
And so, my question now is who among you - us - hasn't fired a client? And if you haven't, how have you avoided it?
Comments(57)