Here we go yet again HOW important is Follow Up?

By
Real Estate Broker/Owner with Phoenix Property Shoppe AZ Broker BR030809000
https://activerain.com/droplet/5jG4

 

Following up with potential clients is KEY. Duh? Who doesn't know that! I've recently had an experience with a company that clearly doesn't understand that Follow Up is critical to gaining the trust of new clients.

 

Or is it?   Yes of course it is! Who is going to hire someone who doesn't follow through on commitments! Not me!

 

 

Here we go yet again HOW important is Follow Up?

 

 

Here's the story (there's always a story, right)! We are going to replace quite a bit of flooring in our home. We shopped a few tile stores to find a match to the already existing hardwood floors. We quickly discovered that finding a match wasn't so easy. So we went back and forth to perhaps putting in all new woods floors instead of tile but decided against that as we love the existing wood floors. We visited a few more show rooms over the weekend and thought we might have found a good tile match. So we made an appointment for them to measure all the floors and give us an estimate.

 

 

That was supposed to happen on Tuesday. Tuesday morning at 8:00 we received a call from the tile company saying the estimator was out with the flu.  That happens, let's reschedule with someone else. They didn't have anyone else that day but said  the other another estimator would call me back later to schedule for the next day. No call back from him.

 

 

 

 

About 5:15 that same evening I get a call from a gal in tile show room. She wanted to reschedule the estimator for the following day. Ok that's fine. Who are you sending?  She tells me the guy who was out with the flu today.  Now who does this make sense too? Nobody! The guys is sick with the flu one day but miraculously recovers over night - sure you bet! I said, no thank you we don't want anybody with the flu coming to our house. But he's feeling better, she says. Again, no thank you. She then decides the other estimator will come out and to do the estimate for us on Wednesday at 3:30. Is that ok?  Yes! I rearranged my schedule to be at home on time to meet him and was looking forward to getting the process started.

 

 

Well it's almost 5:00 and he's just a little late again! But at this point I'm not surprised. Clearly they're not interested in the job. What they didn't know was this was going to be their first job for us. We have many more flooring jobs on the horizon. So far they're batting ZERO. And that is a definite NO in my book.

 

 

What's Follow Up got to do with real estate?  EVERYTHING. And there really isn't much more to say because Follow Up is a no brain-er or so you'd think. I'm sure all you professional agents get this point well. And hopefully those agents that 'know' they are dropping the ball from time to time with clients, will read this post and chose to play a better, winning game instead in the future.  Now is always a good time to improve! And, there is always room for a new beginning...trust me I've had to shift my game over the years too! JDI

 

 

Here we go yet again HOW important is follow up?

 

Posted by

 

Phoenix Property Shoppe
  

 

 

Anna "Banana" Kruchten
Designated Broker & Owner
CRB, CRS, GRI, CNE, SFR, CDPE, WLS


Phoenix Homes For Sale

 

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Re-Blogged 1 time:

Re-Blogged By Re-Blogged At
  1. Roy Kelley 07/02/2019 01:00 AM
Topic:
Real Estate Best Practices
Location:
Arizona Maricopa County Phoenix
Groups:
The Art Of Marketing You
Bananatude
Bartender, Make it a Double
ActiveRain Contests
Old Farts Club
Tags:
follow up with potential clients right away
importance of follow up

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Show All Comments
Rainmaker
746,432
Nick Vandekar, 610-203-4543
Long & Foster Real Estate Inc 610-225-7400 - Devon, PA
Tredyffrin Easttown Realtor, Philly Main Line

I am always surprised by companies that do not keep their commitments, like those which answer their phones too. We are all busy and everyone likes companies that make doing business with them easy. Now there is a lesson to learn for all of us.

Jun 14, 2019 05:00 AM #54
Rainmaker
2,426,584
Richie Alan Naggar
people first...then business Ran Right Realty - Riverside, CA
agent & author

If we all would reduce our thinking so much our default natures would take point i.e. to be good stewards, results driven and glad in our involvements

Jun 14, 2019 06:31 AM #55
Rainmaker
1,281,248
Carol Williams
Although I'm retired, I love sharing my knowledge and learning from other real estate industry professionals. - Wenatchee, WA
Retired Agent / Broker / Property Manager

Hi Anna,
I've had a few customer service issues myself this week.  Yep, having to do with my own search for flooring.  Been thinking I should write a blog (or three) but haven't gotten around to it yet. 

Those folks clearly don't know the long term value of one customer... especially a customer like you with influence over others. 

Jun 14, 2019 10:31 AM #56
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Anna Banana Kruchten CRB, CRS 602-380-4886
Phoenix Property Shoppe - Phoenix, AZ
Arizona's Top Banana!

Hi Mike Cooper, GRI exactly. Can forgive one shift but a series of them, no thanks.

Jun 14, 2019 10:35 AM #57
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Anna Banana Kruchten CRB, CRS 602-380-4886
Phoenix Property Shoppe - Phoenix, AZ
Arizona's Top Banana!

Hi Marte Cliff I can relate to your son's experience!  In another life when I did interior design the toughest part at times was getting the installers to be on time. Most of the time they were pretty good but sometimes Always let clients know that at times, timing is off by a bit due to another job needing more attention.

Jun 14, 2019 10:37 AM #58
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Anna Banana Kruchten CRB, CRS 602-380-4886
Phoenix Property Shoppe - Phoenix, AZ
Arizona's Top Banana!

Wow Dana Basiliere you looked at property and the agent didn't follow up. That is so strange to me.

Jun 14, 2019 10:38 AM #59
Ambassador
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Anna Banana Kruchten CRB, CRS 602-380-4886
Phoenix Property Shoppe - Phoenix, AZ
Arizona's Top Banana!

Nick Vandekar, 610-203-4543 there you go that's it. Make doing business easy and fun - not a pain!! Seems like a no brainer, doesn't it!!

Jun 14, 2019 10:39 AM #60
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Anna Banana Kruchten CRB, CRS 602-380-4886
Phoenix Property Shoppe - Phoenix, AZ
Arizona's Top Banana!

So true Richie Alan Naggar - oi vey!!

Jun 14, 2019 10:40 AM #61
Ambassador
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Anna Banana Kruchten CRB, CRS 602-380-4886
Phoenix Property Shoppe - Phoenix, AZ
Arizona's Top Banana!

Carol Williams well we've been in the same boat this week with flooring! It kind of surprises me, really. There are a ton of flooring companies here so you'd think they'd want to keep the potential clients.  I just emailed you with good news!

Jun 14, 2019 10:42 AM #62
Rainer
131,945
Anne Corbin
Long and Foster - Lake Anna - Spotsylvania, VA
Serving Lake Anna & Central Virginia

No, no, no and no. Not my kind of business although at least you got a call from the showroom gal. She might be worth hiring!

Jun 14, 2019 04:43 PM #63
Rainmaker
756,462
Thom Abbott
MyMidtownMojo.com |770.713.1505 | Intown Atlanta GA Condo Living - Atlanta, GA
Midtown Atlanta GA Condos For Sale

INdeed...the devil is in the details...and follow up is the details! 

Loved your post...hope you are well. I have not been playing in the rain like I need to

Jun 14, 2019 07:56 PM #64
Rainmaker
3,766,935
Dorie Dillard CRS GRI ABR
Coldwell Banker United Realtors® ~ 512.750.6899 - Austin, TX
Serving Buyers & Sellers in NW Austin Real Estate

Good morning Anna Banana Kruchten CRB, CRS 602-380-4886 ,

Such a timely post. Customer service includes communication and follow through and clearly so many companies fall down and loose customers because they can't follow what makes a customer happy! A found a young man who has a pressure washing company through a referral from a client. He came out the next day gave us a bid on doing our Austin White stone home and the driveway, sidewalls and stone patios around our pool. They had the latest equipment and the work was impeccable (they even came on time) for a good value. I've recommended him to three clients and they've all used him and loved his work! He just pressure washed a new listing I had coming on that really needed it. I had photos scheduled for Thursday morning early so he fit my client in on Wednesday..they were so impressed. He's not the cheapest but a good value for the results and it looks wonderful! He values his customers and I will continue to send business his way.

Jun 15, 2019 06:07 AM #65
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Debb Janes EcoBroker and Bernie Stea JD
ViewHomes of Clark County - Nature As Neighbors - Camas, WA
REALTORS® in Clark County, WA

Oh my word, inexcusable isn't it, Anna? It is so frustrating when companies don't do what they say they will do.  Great illustration of why customer service and follow through can make or break a business. 

Jun 15, 2019 06:45 AM #66
Rainmaker
497,441
Mary Hutchison, SRES, ABR
Better Homes and Gardens Real Estate-Kansas City Homes - Kansas City, MO
Experienced Agent in Kansas City Metro area

Several comments here.  I often hear of clients complaining about contractors who do not call them back or don't show up.  Part of the problem is the very tight unemployment rate and the fact that wages have not kept up with inflation. Challenging to make a living off $10 per hours. It seems to be very very difficult to recruit and keep 'lower wage' employees.  Every retail and fast food store has help wanted ads. However, this certainly does not excuse the poor service.  Some employees just don't show up and small business owner has to cover. 

Jun 15, 2019 09:34 AM #67
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Anna Banana Kruchten CRB, CRS 602-380-4886
Phoenix Property Shoppe - Phoenix, AZ
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Hi Anne Corbin the gal I would not hire. She lied twice and that is never a good sign. She could have simply told me the truth.

Jun 15, 2019 11:06 AM #68
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Anna Banana Kruchten CRB, CRS 602-380-4886
Phoenix Property Shoppe - Phoenix, AZ
Arizona's Top Banana!

Well Hello Thom Abbott ! So good to see your smiling face! Come back more often!! Good follow up is priceless.

Jun 15, 2019 11:08 AM #69
Ambassador
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Anna Banana Kruchten CRB, CRS 602-380-4886
Phoenix Property Shoppe - Phoenix, AZ
Arizona's Top Banana!

H Dorie Dillard CRS GRI ABR that young man is a definete keeper. He will build his reputation on excellenct service and going above and beyond to help out a client. That is how our cleaning service gal is - the best I've ever had and I refer her out to clients and friends.

Jun 15, 2019 11:10 AM #70
Ambassador
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Anna Banana Kruchten CRB, CRS 602-380-4886
Phoenix Property Shoppe - Phoenix, AZ
Arizona's Top Banana!

Hi Debb Janes EcoBroker and Bernie Stea JD agreed. What went down is totally preventable by good management and of course that little thing about being honest and telling the truth!

Jun 15, 2019 11:12 AM #71
Ambassador
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Anna Banana Kruchten CRB, CRS 602-380-4886
Phoenix Property Shoppe - Phoenix, AZ
Arizona's Top Banana!

HI Mary Hutchison, SRES, ABR  lack of help actually  isn't the problem in this situtation. This started out well but ended up badly due to the lying of the office help, twice.She easily could have told me the truth and it could have turned out differently. How did I know she lied?  The first estimator called me a few days later and told me the truth but then it was too late. I no longer have a good feeling that I could trust what they say is actually going to happen in the future.   It's all good.  We made other plans and it's working out as it should - smoothly and easily. That's the way business should run!!

Jun 15, 2019 11:18 AM #72
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Hi Anna:

Well sadly this is a good example to keep in mind of the importance of customer service, and follow-up. Not only does this type of conduct risk losing business from you, but the potential for other referrals goes out the window.

Jeff

Jun 15, 2019 07:18 PM #73
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