The Call You Hate To Get
categories: Self Promotion
I’m not referring to any calls that come in the middle of the night, which no one likes to get. I’m talking about calls from clients who have changed their minds.
My phone rang about 11:00 AM yesterday and the client with whom I was scheduled to view properties at 1:30 PM was calling to cancel. This lady from south Texas, who I had only spoken to on the phone, had called me the previous day and announced, “I’m here! Can I look at some of those houses.”
We had agreed to meet the next afternoon. Now she was canceling. She told me in her sweet accent that she had met another agent the day before and really like that agent and didn’t need me anymore. Not even a sweet Texas accent can make the bullet go in any easier.
I pushed back on her a bit saying that I really hadn’t had a chance to earn her trust and confidence; that was the goal of the afternoon’s meeting. She said she liked the other agent better. Better than what?, I thought to myself. She doesn’t even know me or how I conduct business. I had spent time, energy and resources on her and she didn’t even give me the opportunity to earn her business. That was the frustrating part, but it happens quite a bit in this industry.
I told her to have a nice day and hung up the phone. What I wanted to tell her but didn’t is that she was crazy because she had no idea what she was missing without giving me a chance.
So, I thought that this might be an opportunity to share some customer testimonials in hopes that other people won’t fire me before they actually hire me. It would be nice if people knew a bit about the experiences others have had with me before they select their agent. I have no problem with people electing to work with another agent because we all have different personalities, but I at least want them to be informed and would appreciate the opportunity to meet with them once if I have extended my time and resources over the phone or via my website.
One testimonial comes from a client from Boston:
Out of 30,000 realtors in Georgia, I selected you (from Massachusetts to boot).
You were knowledgeable in the area that I had selected, had the credentials (yes I did some homework beforehand). After conversations on the phone I felt comfortable enough to fly here and test you and the state out. At our first”breakfast” meeting I was impressed on the extent that you had prepared our tour day. Maps and notes and a selection of houses that fit the bill. What a day!
But your dedication to finding the perfect house for me was demonstrated time after time, email and phone calls included. I felt that my purchase, satisfaction, needs and wants were just as important as another clients, even if they were going to mean a bigger commision earned.
To sum up, even though there may be another 29,999 realtors out there, does not mean that they uphold the same standards, drive and passion as yourself. You will be successful because your character drives you in that direction, and with your success comes satisfied clients.
Folks, I couldn’t have written that myself if I had tried. But what I do do is live by my mission statement, which is to provide my clients service that makes them so ecstatic that they feel compelled to tell their friends, for their friends’ sake, not mine!
Having hung up the phone with the lady from Texas, I thought that writing this blog entry would be good chicken soup for my soul. I can get it off my chest and move on to helping the next client and giving them the type of service that I would expect to receive. Next…
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I feel your pain. However, I am glad she let you know up front what kind of flake she was before you wasted hours driving her around finding that perfect home that doesn’t exist.