Customer Service is # 1

A few weeks ago I ordered some patio furniture from Costco. The order form said it could take 4-6 weeks to arrive which meant that I probably wouldn't get the patio furniture until mid to late August. Two weeks ago I received a note from Costco telling me my order had arrived and would be delivered within a few days. I was excited that I would get the furniture in time for summer!

Unfortunately the carrier who was going to deliver the furniture had a few issues and a lot of reasons why they were unable to deliver the furniture. After 12 days of excuses and no furniture I called Costco. The furniture was delivered the next day!

I asked the delivery folks if they had heard from Costco and they told me they had received a not so subtle call that the furniture was to be delivered now or else they would be jeopardizing their relationship with the company.

You may wonder what this has to do with real estate and the answer is simple... customer service... or in the case of the delivery company no customer service. I was Costco's customer and they made sure I received the service they promised.

Too often agents promise service but don't follow through on that promise. They are very cavalier with their clients and their fellow agents. Too often they make excuses instead of delivering results.

That's why I want to be like Costco. I want my clients to know that I will always be their advocate. if something isn't right I will do my best to make it right. I will be sure they receive the best possible customer service. I will answer my phone. If you have to leave a message I will get back to you as quickly as possible...whether you are a client, another agent or someone looking for information. I will check my email on a continuing basis all day. I will respond to your requests for information with a quick note immediately and more detailed information later.

Too often we forget that good service usually doesn't take a lot of time. Good service is being aware of your client's needs and doing your best to make sure they get what they need when they need it. Providing good customer service is one of the best ways to insure you will always have clients!