I’ve had many little dogs over the years who loved hanging out on the furniture and, of course, I let them.  But after 12 years, my couch is looking rather worn.   The couch is sturdy, it just needs a face-lift, maybe a new “do” to look good again.  Rather than buy a new couch, I’d heard about re-dying a leather couch.   I contacted a furniture restorer who came highly recommended.  I called them.  Their message said they’d get back to me in a few days.  I left a message.  A month later I got a call back.  At first, I couldn’t remember who they were! Other things have come up since I left the message and the couch is now lower on the priority list of things to do.

Three weeks ago I asked a store owner about a glass bowl.   I wanted it in a different color  to give to a friend.  The store owner assured me he would find out if it was available and get back to me after he spoke with the artist.  A week went by, then two weeks went by, and then I found another bowl I liked just as well for my friend’s present.  Yesterday, I heard from the store owner.  He had just heard back from the artist who’d been out of town.  Yes, the bowl was available.  I no longer needed it.

A few years ago when I was trying to settle my mother’s estate, I contacted the attorney who handled her will.  Five phone calls and messages later, I still had not heard back from him.  Finally I contacted his para-legal, who was in the office, and left her a message.  He then called me to apologize.  He had issues going on in his personal life.  I was sorry to hear that was the situation.   However, I now have a new attorney.

Everyone of these situations could have been changed by an interim phone call.  A call from the store owner that he had contacted the artist and was waiting to hear back, the furniture restorer  that my message had been received and he/she would get back to me in “x” number of days or the attorney who had the para-legal call me back to see if she could help with my question.

Each one of these people lost out.  Since they didn’t get back to me,  I went elsewhere for help and service.  These situations could have turned out differently if each had picked up the phone to let me know when they would get back to me and/or why they had not.  Good customer service means that interim phone call, getting back to someone to let them know you haven’t forgotten them.  It means having a co-worker or assistant make that phone call if you can’t.

In real estate, this is so important.  Buying or selling a home is a lot bigger deal than buying a bowl or re-doing a couch.  Your clients need to know you’ve not forgotten them.  If they asked you to represent them and help them find a home and you’ve been checking listings, but have not found anything, let them know that.  Let them know you haven’t forgotten them, but nothing new is out there.

If you’re representing the seller and waiting to hear from the buyer about the building inspection report, send a quick message to the seller to let them know you haven’t heard anything.  You know they’ve been waiting on pins and needles to hear if any expensive repairs may be needed.

So make those interim phone calls.  Let people know that you are keeping them in the loop even if there isn’t any news to report.  Your clients will appreciate you more.

Have you been through other situations like this where customer service could have been improved?