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Customer Care: What Not to Do

By
Real Estate Agent with Referral Patners LLC 0583719

Voice MailWhen your business relies heavily on meeting and attracting customers how you handle that process is critical to your success. As a professional salesperson in the real estate industry one needs to make every effort to respond to inquires from all their customers and provide the best customer care they can.

Those customers would not only be clients looking to buy or sell a house in Allen, TX but other professionals within the industry such as other real estate agents, mortgage lenders, title, etc. All of these customers' needs are important.

Working diligently I aim to provide the customer care that my clients need. We meet in person to discuss our plan on working together. Preparing whatever information is necessary for them that meets their particular need is next on the agenda. Together we begin the process of meeting that need whether it is listing a house for sale or searching to buy or lease a house.

Recently I spent a Saturday afternoon showing a client some lease houses in Allen, TX. The second house we visited was a floor plan made for their unique lifestyle. Yet we went on to check out the others. By the time we arrived at the fourth house the client said they wanted to go back to the second one.

That house was the one that met their needs. Even the neighborhood, Lost Creek Ranch was perfect for them. They thought about it overnight and the next day they were ready to go for it. We did all the necessary paperwork including funds and submitted them to the listing agent.

When I reached for the phone to follow-up with the listing agent you can imagine my dismay hearing "the mailbox number you are calling is FULL and you cannot leave a message at this time". Really? I would think anyone who is in the business of sales would keep their mailbox available. I can understand that the you may not be able to answer every call but at least give one the option to leave a message.

Clearly a full mailbox is not a good way to operate a business. Personally, I prefer to keep the mailbox clear. It not only makes for good real estate best practices but simplifies life. Call me; customer care is a priority even when you do leave a message.

 

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Comments (8)

John McCormack, CRS
Albuquerque Homes Realty - Albuquerque, NM
Honesty, Integrity, Results, Experienced. HIRE Me!

Teral, you are the go to Texas REALTOR® to rely on to get the job done and promptly!

Jan 29, 2014 02:59 AM
Teral McDowell
Referral Patners LLC - Murphy, TX

Ahhh, thank you John you are so kind.

Jan 29, 2014 03:00 AM
Jerry Newman
Brown Realty, 210-789-4216, - San Antonio, TX
Texas REALTOR, San Antonio Military Relocation

Teral, those full mailboxes upset me too. I can't see how a,business person can allow this to happen. Like you, I would love to leave a message, since I understand we are all busy, and can't always pick up every call.

Jan 29, 2014 04:09 AM
Kathleen Daniels, Probate & Trust Specialist
KD Realty - 408.972.1822 - San Jose, CA
Probate Real Estate Services

Teral,  Agents whose voice mail boxes are full also tend to be the agents that have auto responders on email and they never respond to emails either. That is no way to run a business. 

Jan 29, 2014 04:17 AM
Teral McDowell
Referral Patners LLC - Murphy, TX

I've heard of people complaining because they had to leave a message. Can you imagine how these same people would react if they couldn't leave a message? Thanks Jerry for sharing with me.

Jan 29, 2014 04:37 AM
Teral McDowell
Referral Patners LLC - Murphy, TX

Thankfully Kathleen that was not the case for this particular agent who did respond to email.

Jan 29, 2014 04:38 AM
Jeff Fritzson: Frisco Real Estate Pro
Jeff Fritzson Real Estate, Ebby Halliday Realtors - Frisco, TX
Your Success is My Focus!

Teral - glad to hear she responded. I do not know how people can conduct business in that manner. This business is all about good communication and relationships. Full voicemail boxes are neither.

Jan 29, 2014 07:26 AM
Teral McDowell
Referral Patners LLC - Murphy, TX

Sure enough Jeff not the best way to conduct business. In the 4 days I have been working with them communicating is difficult. Hopefully they do better with their clients because they sure don't see me as one.

Jan 29, 2014 07:50 AM