Are You Impressed When People Follow-up?

By
Real Estate Agent with eXp Realty of California, Inc. CA DRE #01490977

Are You Impressed When People Follow-up?

And Surprised When They Don't?

 

couple typing on their computersI have to say I am usually impressed when people follow-up, when they say they are going to, or even if they don’t specifically say they will. It means a lot!

 

It could be another Realtor, a lender, a vendor, the HOA, or someone else. There are plenty of opportunities in our business for follow-up!

 

I called my Mom’s HOA this morning because of a problem with a leaking hose bib on her back patio (she is very hard of hearing and would not be able to manage this herself). The property management company was helpful and responsive, setting up a work order right away, and the woman I spoke with said she would be back in touch with me.

 

Less than 2 hours later she called to say she’d spoken with the maintenance person, who would be taking care of the issue today! I was impressed!

 

Perhaps I shouldn’t have been surprised, since she said she would follow-up.

 

But so often it seems that people say this and then don’t actually follow-through. They may have had good intentions, but it’s the result that really matters, isn't it. How often has THAT happened to you in our business?!

 

And there are plenty of times one would reasonably expect some sort of follow-up but you get crickets.

 

HelloTimely follow-up is good customer service in any business and may be implicit given the situation, or might be assumed or expected by the consumer – providing requested information, responding to a question, confirming an appointment, checking to make sure a problem was resolved satisfactorily, or finding out how a client is feeling.

 

If someone assumes or expects follow-up that does not happen, the reputation of the service provider could be at risk. Since you don’t always know what people’s expectations are it’s probably better to be safe and follow-up.

 

What’s worse, however, and potentially a greater detriment to one’s reputation, is explicitly stating follow-up will happen…by phone, email, text…and then it doesn’t. People WILL remember what was said, and what didn’t happen.

 

It’s also a customer service issue when there is a substantial delay beyond what might be considered reasonable depending on the situationa few hours or the next day perhaps…or what was specifically promised (how many times have you heard soemthing like “I’ll call you back before the end of the day”).

 

While delayed follow-up might be better than not following up at all, some damage has been done.

 

I suspect most of us will remember when people do what they say and follow-up. And when there is follow-up we did not expect.

 

But we also remember, perhaps even more so, when they don’t.

 

That’s important to keep in mind, don’t you think?

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Re-Blogged 1 time:

Re-Blogged By Re-Blogged At
  1. Brian England 10/27/2020 07:00 AM
Topic:
Real Estate Best Practices
Tags:
good customer service
followup
professionalism

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Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

That seems totally appropriate James Dray !

Agree with you about "spammy automated follow-up" Nina Hollander .

Jeff

Oct 27, 2020 01:33 PM #14
Rainmaker
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Lawrence "Larry" & Sheila Agranoff. Cell: 631-805-4400
The Top Team @ Charles Rutenberg Realty 255 Executive Dr, Plainview NY 11803 - Plainview, NY
Long Island Home and Condo Specialists

It's like yesterday. I had a agent call on a condo we are selling and we know is going to go fast. We gave showing instructions to the agent and asked that she follow-up ASAP because we were going to make a decision. She said of course she would and her clients are going to make a strong offer...I'm still waiting for her follow-up call!

Oct 28, 2020 05:16 AM #15
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Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Hi Brian England :

I suppose it's a little like being thanked by a prospect for returning their phone call. So many don't that when it happens it's such a nice surprise! But it shouldn't be that way, should it?!

Jeff

Oct 28, 2020 04:29 PM #16
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Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

I agree with you Thomas J. Nelson, REALTOR ® e-Pro CRS RCS-D Vets  ONe would hope it WOULD be more commonplace. Some can always be relied on to follow-up...others, not so uch.

Jeff

Oct 28, 2020 04:42 PM #17
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Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Agreed Rocky Dickerson . And it's always nice to get a follow-up when you weren't expecting it, too!

Jeff

Oct 28, 2020 04:43 PM #18
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Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Michael Jacobs  Sometimes the small tings are particularly meaningful!

There ARE a lot of people who care Ron and Alexandra Seigel .

Jeff

Oct 28, 2020 04:45 PM #19
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Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Hi George Souto 

I think some people don't realize, or think about the damage when they say they will follow-up and don't.

Jeff

Oct 28, 2020 04:46 PM #20
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Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

It would be nice if customers followed up as well...

Every now and then someone who purchased some of my prospecting letters calls or writes to say they can't find them, can't open the download link, or can't open the zip file.

When that happens I send the missing letters directly from my computer, and I always ask them to let me know they arrived safely. I never trust that email with attachments will reach its destination.

Perhaps half of them do. The others don't bother, in spite of my own follow up emails asking if they arrived safely.

How long does it take to type"got it?"

Oct 29, 2020 09:10 PM #21
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Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Lawrence "Larry" & Sheila Agranoff. Cell: 631-805-4400  Well, when you snooze you lose.

Marte Cliff  It's a bit annoying to send something important and not have someone let you know they received it, especially if you ask them to confirm receipt. You cannot assume technology always works these days.

Jeff

Oct 29, 2020 09:34 PM #22
Rainer
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Anne Corbin
Long and Foster - Lake Anna - Spotsylvania, VA
Serving Lake Anna & Central Virginia

Don't make promises you don't keep! Even if it is just a call to say you are still working on it.

Oct 30, 2020 06:07 AM #23
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Kimo Jarrett
WikiWiki Realty - Huntington Beach, CA
Pro Lifestyle Solutions

It depends on the circumstances, doesn't it? If you're personally informed that a follow up call that you're expecting, then yes, I would be annoyed if I didn't receive a follow up call. However, if it's very important, I'll call to follow up and to get whatever information that's important to me.

Oct 30, 2020 08:06 AM #24
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Lyn Sims
RE/MAX Suburban - Schaumburg, IL
Schaumburg Real Estate

Have to agree with you there Jeff. You are shocked when someone calls back.

Oct 30, 2020 11:28 AM #25
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Mary Hutchison, SRES, ABR
Better Homes and Gardens Real Estate-Kansas City Homes - Kansas City, MO
Experienced Agent in Kansas City Metro area

I am VERY aware of follow up when I am talking to contractors.  If they do not follow up, don't return a call--I feel they are not interested in my business.  So I always follow up with potential customers!

Nov 03, 2020 01:31 PM #26
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Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Hi Mary Hutchison, SRES, ABR 

I do the same!

Follow-up is key and not doing so creates a bad impression, doesn't it?

Jeff

Nov 03, 2020 02:01 PM #27
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Lynda Eisenmann
Preferred Home Brokers - Brea, CA
Broker-Owner,CRS,CDPE,GRI,SRES, Brea,CA, Orange Co

 So very well said Jeff, seems like for most the follow up is really the EXCEPTION! 

Btw, my former business coach had a very simple rule..."do what you said you were going to do, when you said you'd do it" pretty simple-stuff!

Nov 25, 2020 05:26 PM #28
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Dörte Engel
RE/MAX Leading Edge - Bowie, MD
ABC - Annapolis, Bowie, Crofton & rest of Maryland

Dear Jeff,

Lack of follow-up and courtesy seem to be the norm nowadays, if you have to be surprised when you actually receive good service. Our industry is no exception here. If you get 10 offers and accept one, please let the other folks know that their offer did not make it. Having to spend three days to track you down leaves a bad taste and does not improve our reputation as a profession.

Nov 26, 2020 07:25 AM #29
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John Juarez
The Medford Real Estate Team - Fremont, CA
ePRO, SRES, GRI, PMN

Sometimes, promises are made by a party just to "satisfy" another party. Follow-up under those circumstances is often not going to happen. Sore feeling will become worse. 

Don't promise to do something you have no intention of doing!

Follow-up = Professionalism

Nov 26, 2020 10:47 AM #30
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Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Hi Lynda Eisenmann 

Your coach was very wise - I think that's exactly how it ought to be.

Have a wonderful holiday!

Jeff

Nov 26, 2020 01:08 PM #31
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Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

That's all so true Dörte Engel

Finding out your offer was not accepted by seeing the listing go pending is unprofessional on the part of the listing agent.

Jeff

Nov 26, 2020 01:12 PM #32
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Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

John Juarez 

Right on target with this statement - "Don't promise to do something you have no intention of doing."

Jeff

Nov 26, 2020 01:14 PM #33
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