Most people who are under-served don’t offer candid and constructive feedback.
They just quietly disappear . . .
and they tell everyone they know their Horror Story about their customer or client “service” experience with the business that under-served.
If the story is bad enough, those people will tell other people who will then tell other other people . . . and it’s gone “viral” before you know it.
In a real estate transaction, the stakes are HIGH for every one of the 40 (or so) people who have some role – ANY role – REALTORS, Lenders, Processors, Underwriters, Inspectors, Appraisers, Fix-it Folks, Title Companies, Stagers, Insurance Agents etc) . . . Why are these stakes higher than most transactions?
Buying or selling a house is an emotionally charged and HUGE financial transaction with LOTS of moving parts. Every one of those 40+ people involved in completing the transaction has the “Power” to spoil the brew for everyone . . . Simply by under-serving.
When the Under-serve happens, people notice . . . and the “Opportunity Cost” of a dropped ball includes the possibility of losing the potential for inumerrable referrals . . . but of course, most of the under-servers will never know the scope of the damage . . . because the under-served simply disappear . . . and tell the story.
Don’t be that under-server!
What counts as “Under-serving?” My top 10:
- Not answering the phone or returning calls/emails in a timely manner
- Not owning up to mistakes (We ALL make them)
- Not being willing to do whatever it takes . . .
- Not “Fixing” dropped balls above and beyond customer expectations
- Over-promising and under-delivering
- Missing deadlines (contractual timelines)
- Nonchalance . . . Lack of urgency
- Inattention . . . Always distracted
- Casting Blame on others – Pointing fingers
- Poor bed-side manner when delivering bad news