What do you do with a bad review?
Today I called on a client who recently closed on her house. I like to follow up with my buyers a week or so after closing to see how things are going and check in. Luckily she loves her house and her move has gone very smoothly. During the course of the conversation she brought up the fact that her lender sent her several requests for a survey. She initially declined but after several (and by several, I mean like FIVE) requests she obliged.
For the most part, she was very happy with the lender, especially the final processor - this gal was awesome! However, as far as the individual who took her application and started the loan process, the news was not so good. Although the loan was successful his actions during the process made the whole thing very stressful for my client. What was his error you ask? He couldn't return a phone call or email to save his life. He was so hard to get in touch with and failed to update us at all during the entire process we just about lost our minds. I won't go into details because that is a completely different post. Oh, and before I move on, this IS NOT a post bashing lenders the vast majority of the lenders I have the pleasure of working with are top o the line. It is also not a post about communication even thought the lack of it is what inspired me.
Back to my topic...
Lo and behold, my client filled out the survey and gave honest feedback. She complimented him on the fact that the loan was successful and closed on time. That was good. She was, however, completely forthcoming in the fact that he really needs to improve on his communication skills (or get an assistant).
His response is really what this post is all about.
If I were to receive such feedback I would first of all feel horrible and second of all make darn sure I never had a client walk away from a transaction feeling like this again. I would take the constructive criticism and learn from it. Nobody is perfect and we all mess up. When we disappoint a client we have to apologize and fix the problem, at least that's what I think.
Apparently not everyone shares my view. What did this guy do? He called my client back after she submitted the survey and proceeded to argue with her about the accuracy of her evaluation. I'm sorry, but does anyone else see the irony in this? Her one complaint was that he failed to return calls or emails during the loan process and the minute she sends a poor evaluation he is on the horn within seconds.
Sadly, this could have turned out so differently for him. Had he called to apologize and thank her for her honesty she likely would have accepted and gone on to remember him and his company in a positive light despite the frustrations she felt during the transaction. Instead he will be remembered as the crybaby who couldn't' communicate.
What's your take on this?