Here we go yet again HOW important is Follow Up?

 

Following up with potential clients is KEY. Duh? Who doesn't know that! I've recently had an experience with a company that clearly doesn't understand that Follow Up is critical to gaining the trust of new clients.

 

Or is it?   Yes of course it is! Who is going to hire someone who doesn't follow through on commitments! Not me!

 

 

Here we go yet again HOW important is Follow Up?

 

 

Here's the story (there's always a story, right)! We are going to replace quite a bit of flooring in our home. We shopped a few tile stores to find a match to the already existing hardwood floors. We quickly discovered that finding a match wasn't so easy. So we went back and forth to perhaps putting in all new woods floors instead of tile but decided against that as we love the existing wood floors. We visited a few more show rooms over the weekend and thought we might have found a good tile match. So we made an appointment for them to measure all the floors and give us an estimate.

 

 

That was supposed to happen on Tuesday. Tuesday morning at 8:00 we received a call from the tile company saying the estimator was out with the flu.  That happens, let's reschedule with someone else. They didn't have anyone else that day but said  the other another estimator would call me back later to schedule for the next day. No call back from him.

 

 

 

 

About 5:15 that same evening I get a call from a gal in tile show room. She wanted to reschedule the estimator for the following day. Ok that's fine. Who are you sending?  She tells me the guy who was out with the flu today.  Now who does this make sense too? Nobody! The guys is sick with the flu one day but miraculously recovers over night - sure you bet! I said, no thank you we don't want anybody with the flu coming to our house. But he's feeling better, she says. Again, no thank you. She then decides the other estimator will come out and to do the estimate for us on Wednesday at 3:30. Is that ok?  Yes! I rearranged my schedule to be at home on time to meet him and was looking forward to getting the process started.

 

 

Well it's almost 5:00 and he's just a little late again! But at this point I'm not surprised. Clearly they're not interested in the job. What they didn't know was this was going to be their first job for us. We have many more flooring jobs on the horizon. So far they're batting ZERO. And that is a definite NO in my book.

 

 

What's Follow Up got to do with real estate?  EVERYTHING. And there really isn't much more to say because Follow Up is a no brain-er or so you'd think. I'm sure all you professional agents get this point well. And hopefully those agents that 'know' they are dropping the ball from time to time with clients, will read this post and chose to play a better, winning game instead in the future.  Now is always a good time to improve! And, there is always room for a new beginning...trust me I've had to shift my game over the years too! JDI

 

 

Here we go yet again HOW important is follow up?

 

 

Phoenix Property Shoppe
  

 

 

Anna "Banana" Kruchten
Designated Broker & Owner
CRB, CRS, GRI, CNE, SFR, CDPE, WLS


Phoenix Homes For Sale

 

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Comments

Anna - I would be especially cautious in doing any serious business with that company.  I had a neighbor who tried to have some work done in their kitchen - including counter tops and floors.  They were given the same warning signs in the very beginning (like you are) when estimates were being performed. They went ahead with the project and faced delays, and wrong product being shipped, etc.  It was a nightmare.  And, then to add insult to injury, the company went out of business.

Posted by Myrl Jeffcoat, Greater Sacramento Real Estate Agent (GreatWest Realty) 3 months ago

Anna- it's so frustrating waiting for a call or any communications from someone. We set aside time to be free for it and then nothing. And yes, if that person had the flu yesterday,I'd still rather not subject my house to that. 

Posted by Kathy Streib, Home Stager - Palm Beach County,FL -561-914-6224 (Room Service Home Staging) 3 months ago

Anna, I agree with you about follow-up - so important! And with Myrl Jeffcoat about the warning signs. Thanks for sharing this story.

 

Posted by Steffy Hristova, Tempe AZ Realtor - Your Home Close to Your Work! (HomeSmart Elite Group Tempe AZ Tel: 480-966-9353) 3 months ago

Myrl Jeffcoat exactly my thoughts too! If that can't handle simple front end steps it's clear it's time to walk away and now.

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Kathy Streib I gave them a 2nd chance and they blew it.  I made a few calls to other companies and will be back out later this week. I trust I will find a reputable company with excellent customer service. Isn't that what everyone is wanting?  Duh!

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Hi Steffy Hristova extremly critical to have excellent follow up! Totally clear about the warning signs.  No go for me by a long shot. Done.

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

 

marti garaughty, composer, pianist, soundscapes, abstract art

 

Posted by marti garaughty, a highly caffeinated creative type... (garaughty.com) 3 months ago

Anna,  Such good advice.  I would be hesitant to do any busiess with this store.  I don't understand customer service today.  I went to a new local shoe store. I had called once before and the woman who answered was not nice.  Figured I'd give them a second chance.

There was a rack with shoes on sale for $ 50.  As luck would have it, I found a pair that worked.  I asked the owner if he could stretch one shoee a little bit in one place.  He told me since they were on sale, he would have to charge me $ 10.  Seriously?  No, thank you.  That is the first and last time I will shop there.

There are other stores with nice people who greet you with a hello and a smile, and are willing to help.

Posted by Elyse Berman, PA, Boca Raton FL (561) 716-7824 CRS, ABR, GRI,ePR (Best Connections Realty, Inc.) 3 months ago

They say it is hard to find good help and this was a prime example. I am sure you will find someone.

Posted by Sharon Lee, Retired and loving life (Sharon Lee's Virtual Assistance) 3 months ago

Follow-through is a must in my book, both in terms of my expectations of myself and of others. I can't believe how sloppy/careless some companies are. When I was having flooring done, the company was late to both appointments. Luckily not too late, and luckily they showed up, but it ticked me off.

Posted by Kat Palmiotti, The House Kat (406-270-3667 (MT), 914-419-0270 (NY), Broker in NY with Grand Lux Realty and in MT with (coming soon!)) 3 months ago

Good morning, Anna Banana Kruchten CRB, CRS 602-380-4886 follow up is critical....and along with follow up is being honest... that flu story was just stupidity.... it's tough to find reputable companies/people today...

Posted by Barbara Todaro, Marketing Agent for The Todaro Team (RE/MAX Executive Realty ) 3 months ago

Good morning, Anna... follow up really is a no brainer and it need not be complicated. I purchased a new washer and dryer in February. Within a week I had a note from my salesperson thanking me and asking me to reach out if there are any problems or if I need assistance in purchasing other appliances. One month later I had a follow up call from him asking if I was happy with my purchase. You can bet I won't forget that the next time I need to purchase an appliance or refer a client.

Posted by Nina Hollander, Your Charlotte/Ballantyne/Waxhaw/Fort Mill Realtor (Coldwell Banker Residential Brokerage ) 3 months ago

I just went through something similar with a cabinet company. Met with the woman and she told me she'd have everything drawn up in two weeks because she was going to have surgery and had to. Two weeks were up and nothing. I gave her an extra day then emailed her to make sure she had my email address correct. She apologized and said she'd have it by the end of the weekend (2 days). At the end of the two days she turned me over to another rep for the cabinet company saying she just couldn't get it done. Mind you I had spent over an hour at the store choosing cabinets with her. So I started all over with this rep. She assured me the other woman had told her exactly what I wanted. I touched base on a couple things. She said 1.5 weeks - 2 weeks. Again, 2 weeks came and went and nothing. So I followed up with her. She apologized and said she'd have it out to me soon. I just let it go and several days later she sent me a sketch that wasn't what I had asked for. I lost over a month with them and had to start over with a different company. Now I'm behind on my kitchen project during my busiest time. By the way, the new company was prompt and gave me several options to choose from. We really like the designer. It may be a blessing in disguise. 

Posted by Carla Freund, Raleigh - Cary Triangle Real Estate 919-602-8489 (Keller Williams Preferred Realty) 3 months ago

I heard successful people say "Fortune is in the follow ups"

And there really isn't much more to say because Follow Up is a no brain-er or so you'd think. I'm sure all you professional agents get this point well.

Posted by Sham Reddy CRS, CRS (H E R Realty, Dayton, OH) 3 months ago

Thank you for sharing.  Follow up in any business is the key to success.

Posted by Cindy Edwards, CRS, GRI, PMN - Northeast Tennessee - 423-677-6677 (RE/MAX Checkmate) 3 months ago

Good morning Anna. Sometimes you just have to say "no more" and move on! Sad but true. If everyone were on commission and were only paid for performance, many would starve! Enjoy your day!

Posted by Wayne Martin, Real Estate Broker - Retired (Wayne M Martin) 3 months ago

Good morning Anna. I hear you and I think you know I have had more than a few of these issues myself. How stupid.

Posted by Sheila Anderson, The Real Estate Whisperer Who Listens 732-715-1133 (Referral Group Incorporated) 3 months ago

Great post Anna... absolutely!! I'm guilty of not always doing that quite well. I get so busy and tied up in stuff to do that I forget or omit to do it well and consistently, even though I have been in the business so long. Guilty!!

Posted by Richard Bazinet /MBA, CRS, ABR, Phoenix Scottsdale. Sellers, Buyers & Relocations (West USA Realty) 3 months ago

Being in South Florida, follow up is almost non-existent, especially in the service business. It's too bad.

 

Had a coaching session to always:

1. Follow Up

2.  Follow Through

3.  Follow Back

 

Live it and love it

 

Great post and blessings to you!

Posted by L. Scott Ferguson, Sunny Florida Real Estate Professional (Ask4Ferguson - Your House-SOLD Name in Real Estate) 3 months ago

Hello Anna - it seems as if this a "no brainer" moment.  And perhaps that is the problem:  no brains.  Attention: The Scarecrow From The Wizard of Oz.  You may have some competition in the Valley Of The Sun.   

Posted by Michael Jacobs, Los Angeles Pasadena 818.516.4393 3 months ago

Congratulations on your feature recognition. This is a great story to share.

Posted by Roy Kelley (Realty Group Referrals) 3 months ago

Great topic and blog post!

Follow up and follow through, follow up and or nurture is huge in this business!

I am huge on this! Sometimes it takes 10+ touches by phone, email or SMS...

Posted by Jeremy Marquez, Virtual ISA at J Marqeting #iCallYouClose (J Marqeting) 3 months ago

Hey marti garaughty thanks for the feature in your awesome group!

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Hi Elyse Berman, PA well how ridiculous is that. He can't stretch a shoe a tad. It would take what - a second of his time. That is lazy. And REALLY bad customer service.

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Hi Sharon Lee ! Yes I'm sure we'll find a good place to give our business to and refer them out as well.

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Kat Palmiotti that is one thing I learned as a young kid - never be late. I understand that sometimes life gets in the way but if it becomes a pattern with our service folks it's time to find a replacement. Do what you say you're going do - right?  Guess they're not teaching this anymore.

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Hi Barbara Todaro agreed! Follow up is critical as is being honest.  I knew that 'flu story' was bogus when she called me back the 2nd time. Can't get out of that lie. And if they lie about that what else will they lie about? 

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Hi Nina Hollander WOW now that is impressive follow up service. I'd buy from that guy! That's the kind of service I expect. Our lead contracting guy is like that and I can always count on him.

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Hi Carla Freund kind of crazy, isn't it. Just tell the truth and do what you're say you're going to do.  It's really not that hard!!!  Glad you found a much better kitchen company.

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Sham Reddy CRS it truly is the key. Why sales people or service people don't get this simple fact - is kind of nuts to me.  It's all in the MGMT hands to want to create either an excellent experience for clients - or mediocre or worse.

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Hi Cindy Edwards you got it!  Follow up and then follow up and then follow up - wash, rinse, repeat!

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Hi Wayne Martin that is so true! I guess they're waiting around for the right time to do what they say they're going to do......maybe tomorrow?

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Sheila Anderson yes you had your fill of this kind of service a few years back.

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Hey Richard Bazinet /MBA, CRS, ABR say it isn't true! You not follow up! That's hard to believe actually!  But hey it happens to everyone except......

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Hi L. Scott Ferguson love this advice...

 

1. Follow Up

2.  Follow Through

3.  Follow Back

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Hi Michael Jacobs I'm pretty sure there are openings for the Scarecrow in just about every state!

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Hi Roy Kelley thanks!  And I hope you and Dolores had a lovely 54th Wedding Anniversay!

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Jeremy Marquez these folks didn't even get to the 'nuture' part of the cycle! They didn't even get to first base.

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

We did have a nice day for our anniversary. The weather was beautiful and we took a day trip to Longwood Gardens.

Posted by Roy Kelley (Realty Group Referrals) 3 months ago

Roy Kelley that's sounds like a fabulous day for you two to celebrate!! My folks were married 60+ years - pretty cool!

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Spot on Anna!  It's so frustrating when people don't take the time to care about a customer's schedule or what's going on with them.  When they don't call it makes the customer feel like $ instead of a relationship and in your case, future business! 

Posted by Jan Green, HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN (Value Added Service, 602-620-2699) 3 months ago

Anna,

This is definitely a familiar story...and following up is easy,  Ron and I make notes on our schedule and calendar...Like you, I would have passed.  I am sure you will find the perfect person.  A

Posted by Ron and Alexandra Seigel, Luxury Real Estate Branding, Marketing & Strategy (Napa Consultants) 3 months ago

Sounds sadly familiar. We want vertical blinds in our living room, so I went through the advertisements that come in the mail and found 4 companies that provide in-home estimates so that they could accurately measure the space and explain our options. One company called me back the next day but tried to dissuade us from getting the blinds. The other 3 companies have not called back at all. It's been over a week. I guess they don't want our business. Follow-up is so important!

Posted by Renae Bolton, I'm your Professional Real Estate Marketing VA! (Marketing 4 Realtors) 3 months ago

Anna, I agree, without follow up, a lot doesn't get accomplished! I wouldn't use them at this point even if they offered a steep discount. I'd think the tiles would be put down wrong!

Posted by Marney Kirk, Towson, Maryland Real Estate (Cummings & Co. Realtors) 3 months ago

Anna Banana Kruchten CRB, CRS 602-380-4886 
Enjoyed the post! It inspired me to do a follow-up right away to a lead - now  potential Client - whom I showed homes today. Hope you are well - Lynn

Posted by Lynn B. Friedman, Concierge Service for Our Atlanta Sellers & Buyers (Atlanta Homes ODAT Realty Call/Text 404-939-2727 Buckhead - Midtown - Westside -- and more ...) 3 months ago

Hi Jan Green first all great seeing you and Nancy the other night!!  What concerned me the most is the gal lied to me twice as it turns out and twice nobody showed up to measure. Done.  They're not getting my biz!

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Ron and Alexandra Seigel it is so easy! JDI!! I'll have to pick up again next week when time permits.

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Renae Bolton well you has as good of luck as I did. Interesting that 3 folks, who were advertsing about blinds didn't even bother to call you back. Why advertise!!

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Marney Kirk not a chance will I use folks that 1 - lie to me and 2 don't show up twice. As I say....NEXT!

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Lynn B. Friedman well there you go a postive outcome from me taking the time to write up this story! Good luck with your clients!

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Anna, I get it that things happen, but when that becomes a pattern that's a big no thank you from me. Sadly, I've been down the same road more than once. 

Posted by Mike Cooper, GRI, Your Neighborhood Real Estate Sales Pro (Cornerstone Business Group Inc) 3 months ago

Failing to follow up on a lead is dumb, but failing to follow up after you've made a commitment is a sure fire way to send your career straight down the drain.

My son sold flooring for a while, and the failure to follow up on the part of the installers finally drove him to quit the job. Time after time he'd get calls from the customers saying "They said they'd be here this morning, but..."

His embarrassment after selling carpet to a good friend was the final straw. He had helped move all the furniture out in preparation for the new carpeting - and the installers failed to show up.

Posted by Marte Cliff, Your real estate writer (Marte Cliff Copywriting) 3 months ago

Anna, we have looked at land and camps that were in remote rural areas and the agent who showed us never called back. I put one call in and then it just got forgotten/dismissed. They might have had a sale with some follow up. Always important in any business.

Posted by Dana Basiliere, Making deals "Happen" (Rossi & Riina Real Estate) 3 months ago

I am always surprised by companies that do not keep their commitments, like those which answer their phones too. We are all busy and everyone likes companies that make doing business with them easy. Now there is a lesson to learn for all of us.

Posted by Nick Vandekar, 610-203-4543, Tredyffrin Easttown Realtor, Philly Main Line (Long & Foster Real Estate Inc 610-225-7400) 3 months ago

If we all would reduce our thinking so much our default natures would take point i.e. to be good stewards, results driven and glad in our involvements

Posted by Richie Alan Naggar, agent & author (people first...then business Ran Right Realty ) 3 months ago

Hi Anna,
I've had a few customer service issues myself this week.  Yep, having to do with my own search for flooring.  Been thinking I should write a blog (or three) but haven't gotten around to it yet. 

Those folks clearly don't know the long term value of one customer... especially a customer like you with influence over others. 

Posted by Carol Williams, Retired Agent / Broker / Property Manager (Although I'm retired, I love sharing my knowledge and learning from other real estate industry professionals.) 3 months ago

Hi Mike Cooper, GRI exactly. Can forgive one shift but a series of them, no thanks.

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Hi Marte Cliff I can relate to your son's experience!  In another life when I did interior design the toughest part at times was getting the installers to be on time. Most of the time they were pretty good but sometimes Always let clients know that at times, timing is off by a bit due to another job needing more attention.

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Wow Dana Basiliere you looked at property and the agent didn't follow up. That is so strange to me.

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Nick Vandekar, 610-203-4543 there you go that's it. Make doing business easy and fun - not a pain!! Seems like a no brainer, doesn't it!!

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

So true Richie Alan Naggar - oi vey!!

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Carol Williams well we've been in the same boat this week with flooring! It kind of surprises me, really. There are a ton of flooring companies here so you'd think they'd want to keep the potential clients.  I just emailed you with good news!

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

No, no, no and no. Not my kind of business although at least you got a call from the showroom gal. She might be worth hiring!

Posted by Anne Corbin, Serving Lake Anna & Central Virginia (Long and Foster - Lake Anna) 3 months ago

INdeed...the devil is in the details...and follow up is the details! 

Loved your post...hope you are well. I have not been playing in the rain like I need to

Posted by Thom Abbott, Midtown Atlanta GA Condos For Sale (MyMidtownMojo.com |770.713.1505 | Intown Atlanta GA Condo Living) 3 months ago

Good morning Anna Banana Kruchten CRB, CRS 602-380-4886 ,

Such a timely post. Customer service includes communication and follow through and clearly so many companies fall down and loose customers because they can't follow what makes a customer happy! A found a young man who has a pressure washing company through a referral from a client. He came out the next day gave us a bid on doing our Austin White stone home and the driveway, sidewalls and stone patios around our pool. They had the latest equipment and the work was impeccable (they even came on time) for a good value. I've recommended him to three clients and they've all used him and loved his work! He just pressure washed a new listing I had coming on that really needed it. I had photos scheduled for Thursday morning early so he fit my client in on Wednesday..they were so impressed. He's not the cheapest but a good value for the results and it looks wonderful! He values his customers and I will continue to send business his way.

Posted by Dorie Dillard CRS GRI ABR, Serving Buyers & Sellers in NW Austin Real Estate (Coldwell Banker United Realtors® ~ 512.750.6899) 3 months ago

Oh my word, inexcusable isn't it, Anna? It is so frustrating when companies don't do what they say they will do.  Great illustration of why customer service and follow through can make or break a business. 

Posted by Debb Janes EcoBroker and Bernie Stea JD, REALTORS® in Clark County, WA (ViewHomes of Clark County - Nature As Neighbors) 3 months ago

Several comments here.  I often hear of clients complaining about contractors who do not call them back or don't show up.  Part of the problem is the very tight unemployment rate and the fact that wages have not kept up with inflation. Challenging to make a living off $10 per hours. It seems to be very very difficult to recruit and keep 'lower wage' employees.  Every retail and fast food store has help wanted ads. However, this certainly does not excuse the poor service.  Some employees just don't show up and small business owner has to cover. 

Posted by Mary Hutchison, SRES, ABR, Experienced Agent in Kansas City Metro area (Better Homes and Gardens Real Estate-Kansas City Homes) 3 months ago

Hi Anne Corbin the gal I would not hire. She lied twice and that is never a good sign. She could have simply told me the truth.

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Well Hello Thom Abbott ! So good to see your smiling face! Come back more often!! Good follow up is priceless.

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

H Dorie Dillard CRS GRI ABR that young man is a definete keeper. He will build his reputation on excellenct service and going above and beyond to help out a client. That is how our cleaning service gal is - the best I've ever had and I refer her out to clients and friends.

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Hi Debb Janes EcoBroker and Bernie Stea JD agreed. What went down is totally preventable by good management and of course that little thing about being honest and telling the truth!

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

HI Mary Hutchison, SRES, ABR  lack of help actually  isn't the problem in this situtation. This started out well but ended up badly due to the lying of the office help, twice.She easily could have told me the truth and it could have turned out differently. How did I know she lied?  The first estimator called me a few days later and told me the truth but then it was too late. I no longer have a good feeling that I could trust what they say is actually going to happen in the future.   It's all good.  We made other plans and it's working out as it should - smoothly and easily. That's the way business should run!!

Posted by Anna Banana Kruchten CRB, CRS 602-380-4886, Arizona's Top Banana! (Phoenix Property Shoppe) 3 months ago

Hi Anna:

Well sadly this is a good example to keep in mind of the importance of customer service, and follow-up. Not only does this type of conduct risk losing business from you, but the potential for other referrals goes out the window.

Jeff

Posted by Jeff Dowler, CRS, The Southern California Relocation Dude (Solutions Real Estate ) 3 months ago

Anna Banana Kruchten CRB, CRS 602-380-4886 - Follow-Up is key to unlocking the door to success! He/She who unlocks the door and talks to potential or probable customers always have a better chance of getting new business or a referral too!

Personally, I find customer service lacking in many areas of the business when you can't get a real person on the first try. 

Posted by Patricia Feager, MBA, CRS, GRI,MRP, Selling Homes Changing Lives (DFW FINE PROPERTIES) 3 months ago

Follow up is critical!

Posted by Ricardo Mello, Manhattan & Miami Real Estate Agent (Manhattan Miami Real Estate) 2 months ago

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