Returning Calls is the Key to Business Success - No Matter What Business You’re In
July 13th, 2008
How many times have you called to inquire about a product or service, had to leave a message, and never gotten a call back? How many times have you filled out an on-line form saying “Yes, have a representative call,” and never gotten a call?
Even worse, how many times have you told a real estate agent exactly what you’re looking for and been assured that they’ll “keep their eyes open” for you - but never heard another word?
Do you ever call those people again? Not unless they’re the only choice.
These scenarios play out every day all across the country, and they’re costing businesses and individual agents a fortune! Not only do they miss that individual customer, but they miss out on business from all the people that customer knows.
You’ve heard that when you get good service you tell 2 or 3 people, but when you get bad service you tell 10 or 12. The same is true with “non-service.”
You may have said it yourself: “Don’t bother calling XYZ, because they won’t call you back.” And then, if you’ve gotten good service elsewhere, you go on to tell your friends which company or agent you recommend.
To safeguard your career, you should do two things:
Real estate agents need to be especially vigilant, because right around the corner is another agent, eager to take that customer. If you must choose, err on the side of over-contact rather than no-contact, because people want to hear from you, even if all you have to report is that there’s nothing new. They’ll know you’re watching and will be less tempted to walk around that corner.
I also found that people don’t always know exactly what they’re looking for, so go ahead and send them information on properties that are just “close.” Even if they aren’t interested, people like looking at flyers and information about houses. Send it!
If you have an eager buyer or an uncommitted seller, don’t let more than ten days go by without some kind of word from you!
You’re busy, and keeping track of all these people is difficult, so do yourself a favor. Get a fresh notebook or open a new text file, and write down the names and contact info for each of those people. Then take one morning or afternoon each week to stay in touch.
Phone calls can eat up too much time, so e-mail, or even drop a note in the postal mail. Maintain top-of-mind awareness with your potential income generators. If you don’t, someone else will, and all your previous efforts will have been wasted.
Marte Cliff is a Freelance Copywriter with a 19 year background in the real estate industry. Visit her at http://www.marte-cliff.com/ and sign up for a free monthly advertising ezine and/or her ezine created especially for Realtors. Marte also offers a no-obligation critique of your present advertising.
Tags: advertising, business, customers, income, marketing, real estate, service, success