Received an email this morning:
Hello, we have a condo we are hoping to sell, we live in Canada, so I need realtor that would be able to handle almost all aspects.would you be interested?
We responded within the hour. Just a few lines that we've worked with Canadian buyers and sellers in the past, can do everything via email and fax, blah blah blah.
Just got this email back:
Thanks for the quick reply Francy, I emailed a number of Realtors last week and go no response:the address is: xxxxi can arrange for you too pick up a key from another person in the condo complex.
Seriously folks, simply replying to emails and phone calls really isn't all that difficult… Real estate is a customer service oriented business. Sure, you need a skill set that includes marketing, negotiating, and a modicum of technology based skills, but it really all boils down to customer service.
I'll give you Jay and Francy's super-secret customer service philosophy. Be prepared, it's incredibly deep and profound. Are you ready?
Treat others how you'd like to be treated.
Shocking isn't it? My college Ethics professor would call it the "Ethic of Reciprocity". My Philosophy professor would call it Immanuel Kant's Categorical Imperative. Most know it simply as the Golden Rule. If you're not employing it daily in your business (and life) try it. You may be amazed at the results.
(Before some Kantian theorist jumps in to correct me, I understand that saying Kant's imperative and the Golden Rule are one and the same isn't 100% accurate. It's close enough though. Believe me, my Philosophy professor could drone on and on about Kant's Metaphysic of Morals).
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Jay – I realize this irritates many in the business, but most agents when asked the time will begin their answer by telling you where Mickey’s hands are.
Between returning calls and emails, and simply doing what they’ve promised, your policy makes you look like Nordstrom’s doesn’t understand the concept of customer service.
Am I being too harsh in my appraisal of agents as knuckle-draggers, or do you essentially agree?
In case you’re unaware Jay, you are definitely Old School. Great post – great content.