The Many Hats of Client Service

The many hats of client service. The last two weeks I have had a couple of requests from clients that I feel are worth mentioning.

I have a property management client who recently acquired a vacancy on his property. This property had previously been leased by some of his friends, so he had furnished it with a few dishes, a vacuum cleaner, a sofa and love seat. This client states that we should just leave the items for the next occupant. I advised against this and he agreed that he would just donate or sell the items. Great he is taking care of it.

About a week after this discussion, he contacted my business partner and instructed her to place an ad on Craigslist to sell the sofa/loveseat. She informed him that he could do that himself, however, he decided that she should handle this for him since he is out of town. Ok so today's hat is a Furniture Salesperson.

Next we have a client who is a property management client as well as a real estate client. A couple of years ago, I assisted this client in purchasing a home for his child to live in while finishing his education at TAMU. During this two years, I did not manage the property, however, if they were short a roommate we would help with leasing. After the graduation of his child, we are given the task of leasing and managing the property for him.

After his child moved, I went to the home to see if I needed to do any type of make ready prior to move in of the new occupants. There were several items left in the home and garage, so I contacted the owner and I offered to pack them up and hold them at my office. He agreed and said he would be down in a couple of weeks to get them.

Well, it has been about ten months and now this client is calling because Dish Network is billing him for the receivers and remote controls. He called asking if we had them. He had totally forgotten the conversation about moving and storing his items. So this week as a service to him, we are packing the receivers and sending them to Dish Network so that our client will not face those charges for a receivers.

UPS is scheduled for pick up tomorrow morning.

I hope that in our business of building client relationships,that going a step above and beyond our contractual obligation will earn client loyalty and increase referralls.