Over Deliver

Real Estate Agent with Sibcy Cline

Do you get a good feeling when you find someone who goes above and beyond your expectations?  I do!  I recently dealt with a mid-size company (600+ employees) that consistently beat their delivery times.  If they told me 3-4 days, it took two.  If it was 2-3 days, I had the answer the next day.  Having that kind of responsiveness to me gave me a great feeling about that company. 

I used to wait tables in the last century (1990's).  On occassion I would have to seve as the host.  I was having trouble forecasting the wait time, and diners were getting disgruntled.  A savvy manager pulled me aside and taught me a "trick of the trade".  If the wait was about twenty minutes, he said tell the customer thirty.  That way, he explained, if we called them in twenty minutes the customer felt like they got a table "early", and if we ran long and called them in thirty minutes, well, that is what the customer was expecting anyway.

It is a great idea to build expectations with your customers, as long as you can live up to them.  It isn't cheating to build in a little flex time.  If you think you can get back to them in a day, don't forget that Mr. Murphy and his infamous law is lurking to trip you up.  Tell your client 1-2 days, or if there are other variables that could stretch your deadline, 2-3 days.  I'm sure your customer would rather get something "early" the next day rather than "late" in two days.

I'm sure you don't need a reminder that this tool is only useful as long as it isn't abused.  If you stretch your deadlines too far, your client will find someone else who can respond faster.  This isn't a tool to allow you to take time off, but rather to cover the inevitable delays that creep into every part of the real estate business.   

By building a reasonable timeframe with your client, and then consistently meeting or exceeding it, you will create a very rewarding relationship!

Comments (5)

PJ Belle
Wainwright & Co. Realty - Moneta, VA

Thanks for the update !  Hey - I grew up in Blue Ash am now in VA - if you have any referrals to VA please keep me in mind - I miss Sharon Woods !  Must be really changed since the last time I saw it !  Go BENGALS !

Sep 14, 2008 04:04 AM
Li Read
Sea to Sky Premier Properties (Salt Spring) - Salt Spring Island, BC
Caring expertise...knowledge for you!

Good advice!     In busier times, it happens that people "don't get back" in a meaningful timeframe.    No excuse, right now.    If it happens too often, though, it might be a sign of "burn out"????

Sep 14, 2008 04:36 AM
James G. Pycha
James Pycha (R) - REMAX KAUAI - Princeville, HI
(R), REMAX Kauai Broker

Hey Tom:  Although you would think we don't need a reminder that such a tool is only useful as long as it isn't abused, it's a good refresher !!  We do not want clients to find someone else who can respond faster.  This tool should cover the inevitable delays that creep into every part of the real estate business. Thanks Much



Sep 14, 2008 05:12 AM
Dave Culbertson
Real Living Home Team - Mount Vernon, OH

Good post Tom.

It is very important to set expections and then beat them. An easy example is when I list a house and there's a room that might be used as a bedroom, but might not...many realtors in our market will overstate and go with 4 bedrooms instead of 3, and then the potential buyer is disappointed that one of them is too small to be a bedroom. If you list it at 3 bedrooms and the person is excited that there's a bonus room, it leaves a better taste in their mouth.

Dave Culbertson


Real Living Home Team

1485 Yauger Road, Mt. Vernon, OH


ph: 740.393.3777

cell: 740-485-1641
fax: 740.393.1369

Sep 14, 2008 05:19 AM
Fred Griffin Florida Real Estate
Fred Griffin Real Estate - Tallahassee, FL
Licensed Florida Real Estate Broker

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Jan 31, 2016 09:23 AM