Are You Sending Business to a Competitor?

By
Home Stager with Room Service Home Staging

Are You Sending Business to a Competitor?

 

Businesses large and small invest a lot of time and money into bringing clients to their doors (or websites or whatever portal they have.) Why wouldn’t you do everything you could to ensure that once you got them there, they weren’t shoppinggoing to walk over to your competitor’s?

 

The other day we were at a big box store looking for something for our growing bird sanctuary.  We searched the pet section until someone came along and asked if they could help us.

 

After we explained what we were looking for, he thought a moment then said that he didn’t think that the big box store carried this item. He then gave us the name of another store and suggested they might have it.

 

On our way out we happened to look in a section by the door and lo and behold, there was the item we’d been looking for!

 

Our business, though certainly something that wasn’t going to make or break this company, could have been lost simply because someone did not know enough about their company and its products.

 

Of course, our businesses are not retail stores with products that our customers shop for however could we be turning away potential clients because we don’t our business well enough?

Have we taken every opportunity to keep up with the latest trends, statistics, laws, and technology?

Do we go above and beyond to find an answer to a question before sending them away?

 

Just a thought...



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Rainmaker
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Sally K. & David L. Hanson
EXP Realty 414-525-0563 - Brookfield, WI
WI Realtors - Luxury - Divorce

Flying thru the Cloud...doesn't get higher UP than that :) !

May 24, 2019 11:03 AM #17
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George Souto
George Souto NMLS #65149 FHA, CHFA, VA Mortgages - Middletown, CT
Your Connecticut Mortgage Expert

Kathy not all sales people are created equal, and yes I do know of some in my industry who refuse to keep up with the way the industry is changing,  As a result they not only lose the business they refuse to keep up with, but also the business they are familiar with.

May 24, 2019 04:25 PM #18
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Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Grant Schneider If possible, retail stores need to make sure that all employees are familiar with the products that they sell. 

Nina Hollander you're right. Referring someone is the best way to say that you care more about them than you do a commission. 

May 24, 2019 06:25 PM #19
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Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Myrl Jeffcoat it's a shame but we look first at "A" to see if they have it. Really hurting the local stores. 

Thank you Rose Mary Justice 

Wayne Martin exactly. I went into a store a few years ago and the clerk and manager didn't seem to want to bother looking for what I was trying to find. Never went back into that store. 

May 24, 2019 06:31 PM #20
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Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Roy Kelley I hope that you and Dolores enjoy your Memorial Day weekend. 

You bet it will Donald Urschalitz 

Barbara Todaro think about it...the bulk of an agent's learning comes after they are licensed!  

May 24, 2019 06:33 PM #21
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Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Ron and Alexandra Seigel I agree with what you're saying especially when working with branding and your clients. My experience struck me that there may be companies losing business after going to great lengths to attract them because someone in the company drops the ball. 

 

May 24, 2019 06:36 PM #22
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Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Brian England had it been a different store, I might have, and I might have if I thought it would do any good. 

Michael Jacobs actually that movie came into my mind as well. I've had clerks suggest other outlets when in fact their company did not carry such an item or were out of it. I remember Santa telling the mother to go to Gimbels. That would have been in the "plus" column had that been the case. Now I can't wait to see that movie again. (the one with Natalie Wagner!!)

May 24, 2019 06:39 PM #23
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Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Hannah Williams they make a loyal customer out of me when they do. 

Debb Janes EcoBroker and Bernie Stea JD I've had so many experiences where the clerks had no clue about what the products were. 

 

May 24, 2019 06:41 PM #24
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Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Carol Williams I just read an article today where there have been 40 stores in Cypress, TX (where I live) that closed since January. And, they weren't all small mom and pop stores either. 

Sharon Tara That is unthinkable and yes, in that case I would have gone to the manager!!!

May 24, 2019 06:43 PM #25
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Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

That's it exactly Will Hamm 

Sally K. & David L. Hanson they visit us at least once a week, if not more. 

George Souto I met quite a few like that when the market was done in 2008. They insisted on doing things as they always had and would never consider any other way. 

May 24, 2019 06:45 PM #26
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Paul S. Henderson, REALTOR®, CRS
RE/MAX Northwest. - Tacoma, WA
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 I try to be above board with my real estate prospects and tell them what they need to know and withhold very little. I know I have sent several people to other agents but  I can sleep at night knowing I am an honest person Kathy Streib 

May 24, 2019 06:50 PM #27
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Dagny Eason
Dagny's Real Estate - Wilton, CT
Fairfield County CT, CDPE Homes For Sale and Condo

Great post, as usual, Kathy!      Nice thoughtful points - we know better than to let any grass grow under our feet here - that employee obviously walks in the back door, and has no idea what is in the front of the store!

May 24, 2019 07:27 PM #28
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Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

You took me back in time, Kathy.

Many years ago I was the owner/broker of an independent real estate agency with an office in a small strip mall in our small town. Then the mall owner decided to rent the space next to us to someone who wanted to put a satellite office of his C-21 office in our town.

My loyal customers were outraged! But as it turned out, it was a benefit to us. The C-21 name was well known - ours was not known beyond our own community. When newcomers saw the sign out by the highway they came in and went to the C-21 office.

Unfortunately for the owner, he had hired such odd people to run his satellite office that after a few minutes, many of them walked out and straight in to our office.

May 24, 2019 08:30 PM #29
Rainmaker
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Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Kathy,

I have observed the same thing.  As I look at these businesses, what I think is happening is the result of poor leadership and poor management.  The employees show up to get their pay, and do not care to find your item.  Those who will remain in business understand service.  Those who don't will become part of Amazon...The same thing in real estate is true.  A

May 25, 2019 12:21 AM #30
Rainmaker
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James Dray
Fathom Realty - Bentonville, AR
Exceptional Agents, Outstanding Results

Morning Kathy.

How interesting, just the other day my printer went south, after 4 years.  I visited several stores to purchase another one.  All except for one, could not answer one of my questions.  Care to take a guess on what store I made the purchase?

May 25, 2019 02:23 AM #31
Rainmaker
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John Juarez
The Medford Real Estate Team - Fremont, CA
ePRO, SRES, GRI, PMN

The message that I took from your post, Kathy, is that you have to know your business well enough to satisfy your customer's needs and well enough to refer the customer to someone else when you know that you are unable to be of service.

We have a lot to know in our business. And it continues to change. So we must continue to learn and grow or be left behind while our customers go elsewhere.

May 25, 2019 03:02 PM #32
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Chris Ann Cleland
Long and Foster REALTORS®, Gainesville, VA - Bristow, VA
Associate Broker, Bristow, VA

When it comes to residential sales in  my area, I am never lacking knowledge to help someone.  However, when something is legitimately out of my wheelhouse, like horse farms, I will refer to an associate I trust. 

May 26, 2019 07:38 AM #33
Rainmaker
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M.C. Dwyer
Century 21 Showcase REALTORs - Felton, CA
Santa Cruz Mountains Property Specialist

The retail store scenario is literal, while in our businesses, we may need to think deeply beyond the literal words of the question asked by the consumer....we might find the real underlying need that is begging to be fulfilled.

May 26, 2019 08:42 AM #34
Rainmaker
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Diana Dahlberg
1 Month Realty - Pleasant Prairie, WI
Real Estate in Kenosha, WI since 1994 262-308-3563

Great post! In my business, I am quick to refer if the need is out of my storehouse. It actually builds my business with others (Realtors and Clients)

May 27, 2019 02:11 PM #35
Rainmaker
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Ricardo Mello
Manhattan Miami Real Estate - Manhattan, NY
Manhattan & Miami Real Estate Agent

Good point Kathy!

May 27, 2019 07:57 PM #36
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Kathy Streib

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