Letter to my team…thought you would enjoy.
Tuesday, May 12th, 2009Responsiveness and responsibility.
As a team member at Goldwasser Real Estate we understand that speed of response is the number one reason that a buyer chose’s an agent from the internet. The truth is WE KNOW that no matter where a prospective client comes, whether that be the internet, a sign call, a past client referral, an SOI referral!!! or an open house from that if we respond to them immediately that we will get the business. Delivering the highest level of service to our clients means that we respond immediately to their needs, questions and concerns.
Have you ever been in a situation where you called someone for a service and you did not hear back from them for several hours or several days? How do you feel about that company or person? Not very good is the way I normally feel. As a matter of fact, when I do not hear back from someone almost immediately I tend to look for someone else to provide the same service that may be more responsive.
Being responsive is the responsible way to be. As a company, we need to respond to our clients faster and with more enthusiasm than any other company out there; it is one of the key differentiators that helps us stand out.
An acquaintance of mine told me a story recently where they had made several requests to a specific business and they never heard back from one specific person within that company. It was an opportunity to build a relationship that could have been very lucrative, and the company that failed to respond was actually a great service organization, but because of one persons lack of responsiveness (they never actually did respond) the person had a negative viewpoint and decided to take their business as well as any referrals elsewhere. Because of one persons lack of responsiveness a company’s reputation was damaged seriously.
In this economy, we cannot allow this to happen to us. Our ability to respond and take responsibility for our positions and our reputation are crucial. One person can cost us thousands of dollars in lost revenue, and this we cannot afford.
We take this more seriously than most and that is why we are so much more successful than others. Taking our service to the next level means we respond quickly to our people, we never allow a red light to stay on a phone, we check our messages and our emails and answer our clients concerns quickly. Our livelihood depends on it.
You all are on a roll right now and we are moving to the next level! We are strong! We are powerful! We are motivated! We are servants! We love what we do and we believe in ourselves and our mission to provide revolutionary value and innovation to buyers and sellers of residential real estate!
WE ARE TAKING OVER!