This an experience that I'm sure everyone could benefit from since we all are in the customer service business win which our success is measured in the amount of real estate that we transact.
I recently met with a buyers agent and her client. The buyers agent has a current relationship with another mortgage company that provides traditional financing for all of her clients. We met only because her client was purchasing a foreclosure as a primary residence and this specific property needed minor repairs but the buyer wanted to extend a room and upgrade the kitchen which turned into major improvements. The Buyers Agent's normal lender had no experience with renovation/rehab financing to extent that they could close in such a short time frame, coordinate all of the activities and the people involved efficiently on behalf of the buyer. The listing agent referred the agent to me and from there a I met with the buyer face-to-face in order to build the comfort level, find out what she needed and wanted specifically, and build the program around her goal. Needless to say we closed the loan in less than thirty days and 5 days ahead of time. But here's the kicker...
The agent stated to me that she loved our communication system and appreciated us keeping her in the loop every step of the way. And then she told me that she already has a relationship with a mortgage company but would it be OK if she just used me for similar transactions. I let her know that our goal is not to disrupt current relationships but to be there for her when she needed us. 5 days later I received a handwritten letter in crayon on notebook paper (people with children, which we both had in common, could appreciate that) thanking me for being "the other company" and financing the home for her best friend.
Right then I realized or re-realized (made that word up) that great service is key because you never know who's watching.
-Diego Hodge, Wizard of WOW!
Comments(4)