While meeting with first time home buyers this past week; I was reminded of how fortunate I am to have been able to work with this very extraordinary group of buyers. Aside from the fact that I learn so much from this group, there is just something about a first time home buyer, maybe it is an aura they possess, I am not sure, however helping them into home ownership gives me a very gratifying feeling and makes my job as a realtor the very best!
First time home buyers are curious and engaged and soak up every bit of information that we as realtors can provide; kind of like a sponge! They have questions, comments and concerns, and often feel immense fear in regard to the jump they are about to take, and look to the professional for those answers and at times some much needed hand holding. I, for one, am delighted to be part of their life during these times.
The excitement begins with the journey of the house hunt, then the shock and reality and total exhilaration once their offer is accepted, some major TLC may come into play during the lending and escrow process….however, as they say, “the best for the last”! When the keys are delivered and you see the smilies, the enthusiasm and excitement, and you realize you have helped your clients to take that first step to home ownership, thus creating their own American Dream….Well, it is a remarkable feeling and I want to do it all over again.
This brings me to a subject that I think defines the nature of a great sales person….Customer Service! Whether you are selling cars, clothing, insurance or real estate, it has been my opinion that “you are only as good as the service you provide,” and that means particularly the service after the sale.
Think about it? Have you been to a restaurant and found that sometimes it feels as if you have been shunned from the clan? No water, no waiter, nor service, until you take to flailing like a fish out of water for some attention. Or maybe the doctor whom you are waiting to see for the first time and after an hour in the waiting room, in which you have had time to read all emails, texts and send replys, you are called into the office, only to spend the next precious five minutes with the doctor to build your case? Then there are the calls to help desks, sometimes sending you reeling around a voice response system, testing the power of your patience and endurance.
I relate this to that first time buyer who needs as much information and understanding as possible. We, as sales people, need to appreciate and grasp where our clients have been and where they want to go; put simply, we need to sit in the chair!
The dictionary defines customer service this way; “customer service is the provision of service to customers before, during and after a purchase. Customer service is a series of activities to enhance the level of customer satisfaction-that is, the feeling that a product or service has met the customer expectations”.
In some cases it may be easy to make the sale; the real work and satisfaction comes into play with the service that is supplied after that sale. So…let us not “sell and repent”.