Take A Client For Granted?

By
Real Estate Agent with Century 21 Exclusively, Wenatchee, WA

My best client almost left me the other day. Oh, sure it wasn't intentional and I am not sure that he was even thinking of leaving it was just what happened and even worse what the results (long term) could have been.

I have a very good client that buys 4-6 properties from me a year and I also sell about the same number for him plus I usually get 3-4 referrals from him too. We probably talk once a day, go to lunch once a week and many other contacts too. And all that said I almost blew it. Didn't mean too. Just got busy and took him for granted and assumed.

A house came on the MLS that he wanted to see. I was pretty sure it was not what he was looking for but I did not tell him. Also, usually in the morning I will drive by the property in question, perhaps preview it and let him know. But I was busy. He called I told him lets do it later today. Ok... but then I got busier and I figured...he'll understand and we can go in the morning. About 2PM I tried to call and let him know but his line was busy so I left a message... I was busy remember so i didn't call back (I left a message). I didn't hear from him the rest of the evening.

Next morning I called him at 9Am "lets go". He told he had already made an appointment with a Realtor in the office next to his to go through it at 10AM. UGH!!!!!!!! So what if they make an offer... will that lead to more offers?? OMG!

Happy Ending. The property was not right (as I was sure but had not told him so) and nothing happened. I got going dug up a property and we made an offer the next day. WHEW. A reprieve.

I let my business get in the way of business. I got too busy. I did not pick up on how important he felt it was. And the worst part... when he told me he had made an appointment with another Realtor he said "Oh, i just figured you were too busy and it wasn't an expensive property anyway" (as if that helps). I won't take for granted again! ANYONE!!

Posted by

Perrin Cornell, Broker, ABR

Century 21 Esclusively

135 N. Missin

Wenatchee, WA 98801

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Tags:
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Rainmaker
296,423
Ryan Hukill - Edmond
Realtor
ShowMeOKC Team of Paradigm AdvantEdge
Perrin, it's easy for us to get too busy to truly service each client and we generally put our friends and family on the back burner first. That's why it's so important for us to delegate the tasks we can have someone else do, to free up the time to take care of the important things and I would definitely say this friend is one of the important things. Glad to hear it worked out for you in the end. Great lesson learned and thanks for sharing it with us!
April 21, 2007 11:27 PM
Rainer
58,843
Phillip Cross
ePRO Realtor - Relocation Spec
TBD - In transition...
Perrin, I too have had something similar occur. I was also very fortunate that I didn't lose the client or the sale. Sometimes, we get so tied up with what is going on that we forget how we earn or business. Referrals or continued business with the same client is often more importatnt than new leads. Recently in fact I have made a point of simply sending past clients a CMA on their home. As well as placing them on my monthly eletter campaigne. Good point and I hope others can learn from this. Thanks for the reminder.
April 22, 2007 08:01 AM
Rainmaker
113,378
Perrin Cornell
Broker, ABR
Century 21 Exclusively, Wenatchee, WA

Thanks again to everyone for all the comments.

Ryan you make a good point. One of the problems in our business is balance. It is soooo easy to find your self working 24/7. To avoid that I have finally, 1) set up Thursdays after 4Pm as a more or less date night for my wife and I. We go out togethre and do something we would normally not do. 2) About 60-70% of the time I take Sunday off. 3) Wed afternoon after 3PM I get out of the office for a little R&R for Perrin. These times are blocked out in my calendar. It really helps with the rest of the week. 

April 22, 2007 08:50 AM
Rainmaker
296,423
Ryan Hukill - Edmond
Realtor
ShowMeOKC Team of Paradigm AdvantEdge
Perrin, that's fantastic! I too need to block out more time for regular date nights with my wife. I used to be really good about that and it has been pushed to the wayside with our busy lives. Thanks for the reminder! I think I'll take her out this week!
April 22, 2007 08:59 AM
Rainmaker
113,378
Perrin Cornell
Broker, ABR
Century 21 Exclusively, Wenatchee, WA
Thanks again for all the comments. As a followup. I had a sit down with my client. let him know I am never too busy for him nor take him for granted. He indicated he was pulling my chain a little but appreciated our conversation!
May 11, 2007 09:29 AM
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Rainmaker
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Perrin Cornell

Broker, ABR
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Additional Information

Comments and advice on the Real Estate market in Washington State and the housing market in and around Wenatchee, East Wenatchee and the Wenatchee Valley.