Here we go yet again HOW important is Follow Up?

By
Real Estate Agent with HomeSmart Real Estate BR030809000 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

 


                                                            

 

Anna “Banana” Kruchten

Broker, CRS, CRB

HomeSmart Real Estate

602-380-4886

Certified Residential Broker  CRB

Certified Residential Specilist CRS

AZ DRE Certified Real Estate Instuctor

 

 Your Referrals & Testimonials Are Greatly Appreciated!

 


 

 



 

 

   

 

 

                  

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Re-Blogged 2 times:

Re-Blogged By Re-Blogged At
  1. Roy Kelley 07/02/2019 01:00 AM
  2. Patricia Feager, MBA, CRS, GRI,MRP 10/11/2019 01:00 PM
Topic:
Real Estate Best Practices
Location:
Arizona Maricopa County Phoenix
Groups:
The Art Of Marketing You
Bananatude
Bartender, Make it a Double
ActiveRain Challenges
Old Farts Club
Tags:
follow up with potential clients right away
importance of follow up

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Rainmaker
572,478
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 Arizona's Top Banana!
HomeSmart Real Estate BR030809000 - 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 Arizona's Top Banana!
HomeSmart Real Estate BR030809000 - Phoenix, AZ
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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
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Anna Banana Kruchten Arizona's Top Banana!
HomeSmart Real Estate BR030809000 - Phoenix, AZ
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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
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Anna Banana Kruchten Arizona's Top Banana!
HomeSmart Real Estate BR030809000 - Phoenix, AZ
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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
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Anna Banana Kruchten Arizona's Top Banana!
HomeSmart Real Estate BR030809000 - Phoenix, AZ
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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
eXp Realty of California - 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
Rainmaker
2,181,416
Patricia Feager, MBA, CRS, GRI,MRP
DFW FINE PROPERTIES - Flower Mound, TX
Selling Homes Changing Lives

Anna Banana Kruchten CRB, CRS 602-380-4886 - Follow-Up is key to unlocking the door to success! He/She who unlocks the door and talks to potential or probable customers always have a better chance of getting new business or a referral too!

Personally, I find customer service lacking in many areas of the business when you can't get a real person on the first try. 

Jul 02, 2019 04:14 PM #74
Rainmaker
67,907
Ricardo Mello
Manhattan Miami Real Estate - Manhattan, NY
Manhattan & Miami Real Estate Agent

Follow up is critical!

Jul 07, 2019 05:19 PM #75
Rainmaker
191,628
Raymond Henson, SRES, GRI
eXp Realty of California, Inc. (lic. #01878277) - Elk Grove, CA
Realtor

I was a painting contractor for a number of years, actually a number of decades.  It is remarkable how many jobs we were given just because we returned calls and showed up on time.  Sometimes, it is just the little things.  Thank you for sharing your story.

Oct 11, 2019 05:45 PM #76
Rainmaker
1,890,937
Lottie Kendall
Compass - San Francisco, CA
Helping make your real estate dreams a reality

Your tale is so frustrating, Anna. Now that you know what tile interests you, can another, better vendor order it?

Oct 12, 2019 08:56 AM #77
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Anna Banana Kruchten Arizona's Top Banana!
HomeSmart Real Estate BR030809000 - Phoenix, AZ
602-380-4886

Hi Jeff Dowler, CRS agreed. The 'lost' business by not following up properly could be a huge number over time.

Oct 12, 2019 11:22 AM #78
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Anna Banana Kruchten Arizona's Top Banana!
HomeSmart Real Estate BR030809000 - Phoenix, AZ
602-380-4886

Hi Patricia Feager, MBA, CRS, GRI,MRP you know from a recent experience of just how important follow is! To think a 'grown' man straight out lied to you over and over. Who does he think he's kidding? 

 

And thanks so much for the reblog!!  Much appreciated!!

Oct 12, 2019 11:24 AM #79
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Anna Banana Kruchten Arizona's Top Banana!
HomeSmart Real Estate BR030809000 - Phoenix, AZ
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Hi Ricardo Mello absolutely important!!

Oct 12, 2019 11:26 AM #80
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Anna Banana Kruchten Arizona's Top Banana!
HomeSmart Real Estate BR030809000 - Phoenix, AZ
602-380-4886

Hi Raymond Henson you know from decades of experience that people want  prompt service and for service people to be honest. How did you go from being a painting contractor to real estate?  Interesting story I'm sure!

Oct 12, 2019 11:28 AM #81
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Anna Banana Kruchten Arizona's Top Banana!
HomeSmart Real Estate BR030809000 - Phoenix, AZ
602-380-4886

Hi Lottie Kendall well it's interesting to see such a total lack of professionlism - to say the least.  And to flat out lie is so not necessary. Who do they think they're fooling?  Me?  Hahaha   Many other reputable sources all over town.

Oct 12, 2019 11:29 AM #82
Rainmaker
2,181,416
Patricia Feager, MBA, CRS, GRI,MRP
DFW FINE PROPERTIES - Flower Mound, TX
Selling Homes Changing Lives

Anna Banana Kruchten - Phoenix Homes Sales -

My theory about contractors or sales people who lie is, lie once, I won't believe you depending on  circumstances, but I may give you another chance.

Lie again. Lie and repeat. Lie some more. Your business will die.

Pinocchio was a great story, wasn't it?

Oct 13, 2019 01:19 PM #83
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Anna Banana Kruchten Arizona's Top Banana!
HomeSmart Real Estate BR030809000 - Phoenix, AZ
602-380-4886

Patricia Feager, MBA, CRS, GRI,MRP don't think I'd let the first lie through....but that's just me. Too many things can go wrong for clients if I did.

Oct 13, 2019 02:55 PM #84
Rainmaker
2,181,416
Patricia Feager, MBA, CRS, GRI,MRP
DFW FINE PROPERTIES - Flower Mound, TX
Selling Homes Changing Lives

Anna Banana Kruchten - Phoenix Homes Sales - I'm the same. My clients mean everything to me. I would not tell a lie. The contractor doing my work was a liar. He didn't get a good Google review from me nor will he get any more business.

Oct 13, 2019 03:28 PM #85
Rainmaker
1,560,502
Kat Palmiotti
406-270-3667, kat@thehousekat.com, Broker, Blackstone Realty Group - brokered by eXp Realty - Kalispell, MT
The House Kat

I came back again after reading Patricia Feager, MBA, CRS, GRI,MRP 's post and her comments about her contractor. 

The other thing is we are in the real estate profession, and part of what we do is recommend skilled contractors to our clients. Guess who we WON'T recommend. Someone who does what that flooring company did to you!

Oct 24, 2019 09:33 AM #86
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