Wednesday, April 11, 2012

Professional Tolerance

First let me say that this blog is not directed at anyone or any specific situation, its just a topic that has been on my mind.

I don't know why people put up with some of the crap that they get from "professionals". It blows my mind sometimes some of the stories I hear. My philosophy is simple, if you hire me to do a job, I am going to ALWAYS try to work as hard for you as I am capable. I consider it a privilege for someone to hire me when there are literally thousands of choices. As a service to my fellow service providers, I have compiled a list of rules to follow. I know many of you won't do this, but at least I am trying to help you help yourselves.

7 Basic rules for excellent customer service:
1) Communicate. Find out how your client likes to communicate and use that medium. Remember that communication is a 2 way street. Just because you are blasting your client with emails, does not mean you are communicating if they never check their email.
2) Don't be afraid of your client. It is never fun to share bad news but it is necessary. If you messed up, own it and come up with a way to move past it. If something happened outside your control, find out why and be ready to explain it. Either way, tell the client!!
3) Be grateful for the business. I look at listings sometimes and I wonder how in the world some Realtors make any money. They are obviously not grateful for the business. If they were, they would do a much better job. Eliminate typos, use a full arsenal of methods (whatever is appropriate for your industry) and NEVER STOP learning how to make yourself better.
4) Remember that you are an employee. Be humble and don't get so full of yourself that you think you are above making mistakes. My clients catch things sometimes that I miss. Its ok to make the mistake, just don't be a jerk about fixing it.
5) Get fulfillment from a job well done. I sit back sometimes and look at the body of work I do for a single client and feel good about it. I know that I have given them my all and that they will benefit from my work. It makes me happy. Find out how to have those moments
6) Do more listening than talking at first. Hear what your client is saying. Listen to their expectations. Tune in to their needs and personalities. It will help you out in the long run.
7) Tell the truth no matter what. I have lost business by telling the truth. I will tell you what your home is worth. Sometimes you don't like what I tell you. I won't lie to you and I will do the research to back up what I say. Other Realtors will tell you what you want to hear just to get a listing. Then they will pressure you to lower the price. That's not right. Of course this practice is common in all fields. In the long run, the liar never wins.

So there they are. If you have some to add, feel free.

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