Realtor’s 10 Step Process to Handling Customer Problems

FoxBusiness.com published this deansguide article October 17, 2008

Today’s Realtor faces challenges from a suffering economy, unavailability of credit, changing political landscape, and an overall public perception that “all is not well.” In the most competitive times in recent history for agents, it is of the utmost importance that a Realtor make the most of every single opportunity. A large number of opportunities are born out of obstacles or challenges within the real estate transaction.

Consequently a Realtor must have a set of processes that bring about solution that can be mobilized quickly in order to head off the worst scenario possible: a totally dissatisfied customer.

10 Steps to Handling Problems

1. Acknowledge Dissatisfaction and agree with the complaint if it is valid

2. Apologize for the problems leading to dissatisfaction

3. Ask Permission to revisit and outline the series of events leading to the disatisfaction

4. Acknowlege Responsibility for the actions leading to disatsifaction if it is valid

5. Provide Multiple Scenario solutions to the problem at hand

6. Ask Your Client if they have an alternative solution you did not name

7. Make Certain that the client has chosen a solution that meets their expectations

8. Outline a Schedule for the actions and the completion of the “fix”

9. Keep Client Informed by providing reports during the process of rectifying the situation

10. Upon Completion ask and obtain an agreement, verbal, that the client is satisfied with the solutions provided and everything involved with the “fix” upon completion

If you follow these 10 tips you will avoid the nasty fall out from “reverse viral marketing” where a dissatisfied client tells many friends, associates, and anyone who will listen their “perception” of your poor performance.

Networking Mistake #2 Procrastination Ruins Relationship Building

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Matrix courtesy of projectsidewalk.com/blog

If you are allowing obstacles in your mind to get in the way of performing tasks and making progress then you are suffering from procrastination problems. In networking the biggest problem to creating a networking connection is an individual’s misconception that networking is hard selling themselves, their business, products, and services.

The bridge to a business relationship will fail if the person procrastinates in their follow through after the event. Connecting and forming a business relationship is time sensitive when you begin the process. If you do not follow through with promised information in a timely manner (immediately is best), then you lose.

What’s at Stake?

  1. Lost Opportunity: You most likely will not get a second chance to engage and connect with your intended networking partner.
  2. Reputation: If you do not follow through on your word, your reputation is at stake with your intended networking partner and their circle of friends.
  3. Viral Marketing: If you do not follow through to connect then your inaction may be reported via word of mouth to your industry niche audience.

Tips to Help You Follow Through

  1. To Do List: Note what you promised to deliver your intended networking partner.
  2. Point of Reference: Note what stood out in your conversation that you know your intended networking partner would remember.
  3. Response Habit: Utilizing your point of reference, email or call your intended networking partner as soon as possible (within reason) thanking them for their time.
  4. Set the Next Step: end your email or phone call with a next step. Examples would be to ask for a meeting, set a time to deliver your value as you promised, or invite them to an industry event. Be creative here.
  5. Document: Document your initial efforts to build your connection into a business relationship. Measure what worked, what did not work, and the process involved.