Yesterday, I got a call from a former client of mine. She was one of my biggest investor clients during the Denver real estate boom in the late 1990's, but has since left town and no longer invests in the Denver market. We stay in touch and she sends referrals my way when she can.
Anyway, she called asking for my help in appealing a low appraisal her brother received on his home he's trying to refinance.
No problem, I tell her. I pull the comps, confirm that the appraisal is ridiculously low and email her the information, which she forwards to the lender handling the refinance. The lender calls me, asks for a little more information, including a copy of the tax assessor's record, which I immediately fax to him. He emails me the low appraisal and asks for my input which I provide. I explain in detail why the comps the appraiser used are inappropriate.
He thanks me profusely and tells me I'm awesome. I smile.
From the time my client called me to the point I evaluated the appraisal for the lender, about 90 minutes passed. All in all, I spent maybe 25 minutes of my time. Piece o' cake to do.
The moral of the story... this is pure SOI in action. Do you think I'll need to constantly remind my former client that I LOVE Referrals? Uh, no. I'm her real estate resource in Denver, no question about it. Because I dropped everything and helped her out right away, she knows she's a high priority for me. She knows she's special. I don't have to tell her, I showed her. And I won't have to remind her.
This is pretty simple stuff. But what if I followed my buddy Dirk Zeller's advice and put her off until later in the day (or even tomorrow) so I could finish up my prospecting or other more critical work? I mean, isn't it way more effective to pester ten strangers than to take care of one person who has already proven to be a source of business for me?
What do you think?
copyright Jennifer Allan 2007
Jennifer - "AWESOME" is right! And you can surely bet that past client of yours will forever send you referrals. And maybe now that lender will and your client's brother will as well.......nice job!
Ann
Jennifer -
Thanks for the uplifting read this AM ... was about to move on to a blog I'd failed to comment on earlier when I realized I nearly did the same here. There's just way too much fantastic information out here from so many amazing sources, it's entirely too easy to get sidetracked. Of course...
As you mention w/in your Dirk Zeller link (yes, there are still some of us who truly DO read all that is posted and take it to heart), getting sidetracked is what many of us are good at and, oftentimes, it serves a higher purpose too.
All my best!
Scott
Hello,
Well done! I am a big fan of taking care of the client and/or "phone call" even if it is for something not related to obtaining a new deal so to speak....it will come back around to you in a good way for sure. I compliment you.
Jeffrey
Jennifer, you did your "Do" diligence! ;)
you know Jenni, I've read enough of your posts to want to buy your book. I like the expression of your soul and how you approach things in this business.
How can I get it?
Hi Jennifer! I have to say that my best referrals do come from past clients- especially my investor clients that really saw the value in my knowledge. For my regular SOI I do have to ask for referrals. For my investor clients, I NEVER have to ask for referrals. If they ever run into someone who is thinking about investing almost all of them say, "Don't take another step without calling Carla. You need to talk to her before you do anything." I love it! When you provide great service and people really believe that you help people, that's all you need.
But when you're new, I do believe that you have to ask for referrals until you get that group of advocates.
I still refer business to my attorney, dentist, doctor, accountant, insurance agent, stock broker and other professionals, even if their receptionist has to take a message and have them return my call at their convenience.
Yes, I am important to them. I have established relationships with all the professionals whose services I utilize. I even have their cell phone numbers. They have mine. But, they are professionals. They have other clients/customers/patients. They have businesses to run.
As professionals, their business responsibilities include more than just customer service. Yes, their business responsibilities may even include marketing and/or prospecting at some point in the day. However, they return my calls and address my needs / questions / concerns / customer service issues in a timely, respectable fashion. Otherwise, I would not continue to use their services.
Should real estate professionals be any different? Are you a business professional? Or, are you a 24/7 call center customer service rep?
Good points and obviously, there are times I can't jump right on something. But when I can, I do. And, usually I can. If nothing else, I can respond promptly so that the caller knows they are important to me.
In my first year in real estate I got a ton of business because I was the first agent to call back. It's not a philosophy I decided to use, it's just how I am. Sometimes I actually have to stop myself from calling back to quickly so that I don't look desperate!!!!! But usually, it serves me well.