Getting the Customer Service you Deserve!!!

With computer and internet services, customers in the market to buy typically start their search via the internet. In my research, I have found that most people choose three or four agents and send them e-mails listing their criteria. I am always very curious to find out what made this "one" particular person choose our team over the other agents they e-mailed. The most common response when I ask this question happens to be: "I chose you because you responded the fastest. Customers value their time, and they want someone who appreciates and respects their time enough to get back with them immediately.

What is the second most common trait that customers are looking for in an agent? They want someone who LISTENS to their needs, wants, and desires. They don’t want to waste time. I hear customers complain all the time about agents sending them listings that are "out of their price range". If a customer wants a long range mountain view, don’t take them to see creek lots. This only causes frustration for the agent and the customer.

Thirdly, they want someone who is on their side and will work for them. This may require doing a lot of leg work. As an agent, it is our responsibility to serve the customer. Especially in today’s market, customers want to find out all of the information available on the property? What is owed on the property? How long has it been listed? How much has the price been lowered.? What are the taxes? What is the insurance? How much was the property assessed for by the county? It also may require some creative thinking when it comes to financing. However, it is our job to do whatever possible to get our customer in the home of their dreams.

Last but certainly not least, customers expect the agent to be honest with them. If being honest costs you a sale, oh well!!! If I don’t know the answer, I’m very quick to inform my customers that I don’t know the answer, but I will do everything in my power to find the answer. Remember, we live in a very small town and you will probably run into each other again someday (probably in Ingles). I want to be excited about seeing not only my customer but my new found friend (instead of dodging around the displays in the isles of the store).