Selling Soulfully with Jennifer Allan

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REBLOGGED: I am Your Customer!

Love love love this post. I'm dismayed on a pretty regular basis reading blog after blog written by way-too-full-of-themselves (IMO) real estate agents who seem completely oblivious to the fact that without their customers, they'd be out of business.

It's the utter disdain that just drips from these posts for the people who PAY OUR BILLS and we should feel honored to serve, and appreciative of their business - which, by the way, isn't a bad way to build a business... by treating customers with respect and appreciation. 

Every time I see one of these posts that belittles, insults, patronizes or scolds the "customer" I cringe... especially when it's followed by comment after comment of approval and "you tell 'em's!" 

Yes, some individual clients are PITAs, but this pervasive attitude that our customers should show up at our doorsteps grateful for OUR attention and if they aren't yet "perfect" they better GET perfect before they're worthy of our respect.... UGH. 

Thanks for the opportunity to reblog, Glenn!

I am your customer

I am someone that you should appreciate and hope to develop a relationship with

I don’t want to be ‘sold’, I want information

I am not an annoyance, I am someone you should be happy to educate on your business and the things you offer

I am not someone for you to match wits with

I am not someone to lie to, deceive, bait-and-switch, or otherwise treat differently than your own mother

I am your customer

I am six to seven times more expensive to acquire than to retain

I have rights – that should not be the thing that keeps you following the law

I expect to get what I pay for

I don’t forget things as easily as I used to

I am your customer

I am a person, not a lead

I do not like being dripped

I do not like restocking fees

I do not like being nickel-and-dimed or being hit with nuisance fees – do better pricing strategy

I do not like being gouged – you may get me once but probably not twice (see my above comment about retention vs. acquisition)

I will grow resentful if you do these things to me



I am your customer

You should be listening to me. In fact, you should be ASKING me for my opinion. It’s valuable.

Customer service is an art. It requires more than simply answering the phone

I can’t spend money with you if I don’t trust you

I talk to my friends after I talk to you – they trust me

I have a voice – and I’m not afraid to use it

I am your customer

You need me more than I need you

I am the lifeblood of your business

I deserve your time and respect

I deserve your honesty


I am your customer

The last time you had a positive experience interacting with a business, I’m betting that the way they approached you was in line with these points. And I’m betting that you are going to think of them first the next time you have a need they can fill – and you may even call them if it’s outside of what they normally do because you want to work with them again.

It doesn’t matter if it’s B2B or B2C, this ideology is universal. People want to be treated honestly and fairly. They want you to over-deliver. They want you to be passionate, knowledgeable, sincere. They want to fall in love with you. Every customer is unique but they all have these needs in common.

I did not write this to offend anyone but if it did then perhaps you may want to rethink your business. Reread the above points as a customer. Customers are becoming more savvy, more technical, and less tolerant of businesses that don’t do what these above points convey. You are a customer. What do you do when these points are not met?

At Family Abstract, Inc, we get it!!  We have been treating our customers and clients with high ethics, morals and values over over 25 years, we know YOU ARE THE CUSTOMER and WE THANK YOU!

This article in all its greatness was originally written by Patrick Healy of  Phacient, and redistributed with his knowledge.  Thank you Patrick!  You can find his blog at

 

http://phacient.com/2012/02/i-am-your-customer/?fb_comment_id=fbc_10150613137959138_21424985_10150621353254138#fd8267c66b959e

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About Family Abstract, Inc.

Established in 2002, Family Abstract, Inc. provides Title Insurance to clients and customers throughout Florida, Maryland, New Jersey and Pennsylvania with more than 40 years of combined experience in management alone. We pride ourselves on retaining the most skilled and knowledgeable employees who share our goals of providing the best service in the industry.

Located in Horsham, Pennsylvania, Family Abstract, Inc. maintains an extensive network of skilled title insurance abstractors in all the states we service in addition to a nationwide network of qualified closing agents who are available to close loans at any location.

Backed by the strength of four title insurance underwriters, we are able to provide expert attention to detail without sacrificing versatility in the closing process, thus providing more options in difficult title situations. Due to our depth of industry knowledge and commitment to excellent service, Family Abstract, Inc. has been able to develop client relationships that have endured for decades.

Having successfully settled and insured thousands of transactions, we have already earned the trust and confidence of hundreds of customers, lenders, brokers, and realtors and now we would like to share our expertise with you!

 

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3 commentsJennifer Allan-Hagedorn • February 23 2012 12:03PM

Comments

Thanks for re-blogging.  I may not have seen this otherwise.

I agree, many agents and other people in business just don't get it.

Posted by Vern Eaton, Realtor 320-630-6995 over 2 years ago

Great reblog, may have missed it if you hadn't done it Jennifer.\

Heading over next.

Posted by Tom Arstingstall, General Contractor, Dry Rot, Water Damage Sacramento, El Dorado County - (916) 765-5366, General Contractor, Dry Rot and Water Damage (Dry Rot and Water Damage www.tromlerconstruction.com Mobile - 916-765-5366) over 2 years ago

I would have missed this one too Jennifer and you are right, we are nothing without our clients.  Thank you for reposting.

Posted by Rich Cederberg, eXp Realty Agent Albuquerque (eXp Realty) over 2 years ago

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