Anyone been 'burned' by their Realtor?
Inman Community brief
By Inman News, Thursday, September 4, 2008.Editor's note: The following is a reader comment in response to the Aug. 27 Inman News story, "Study sets benchmarks for customer service":
"I'm less concerned about the quality and meaning of the awards than I am about customer service in the industry. As Susan (Krancer) points out, 80 percent isn't really much to brag about.
"What's doubly interesting about the overall low ranks is that most customers don't have any objective basis for measuring. We've historically been such a self-absorbed industry (that) customers don't expect much.
"What prevents an agency (or agent) from focusing on customer service and surveying its own customers? Do we care more about what J.D. Power thinks than what our own customers think?
"What prevents us from learning from these numbers? For example, notice the fact that 23 percent who were listing sold with their SECOND agent. Sounds like one could conclude customers have a 1 in 4 chance of listing with an agent who gets the job done.
"Until we get serious and sophisticated about customer service, customers are going to contine to view us as a necessary evil. I haven't kept statistics, but a large percentage of my clients resist 'signing up' too quickly because they've been 'burned' by another Realtor.
"And I'm tempted to tell them, 'You don't know the half of it.' "
--Walter Boomsma
Information compiled by Daniel Rothamel, Inman Community manager.
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Submitted by Gregory Moe, Olympia, WA on September 4, 2008 - 12:52pm.
I think it is important to not group all real estate agents under the Realtor(r) title.
Submitted by Sandra Mathewson on September 4, 2008 - 1:56pm.
I think it is only fair to point out that the 23% that sold with the 2nd Realtor, may have been the type not to take the 1st Realtor's advice on price etc. I like the articles that point out "sometimes you have to say "no" to a seller". I give good customer service, but I have walked away from listings due to abusive sellers and unreasonable ones also. And, I have been happy to see them go.
Submitted by Walter Boomsma on September 5, 2008 - 3:19am.
I agree, Gregory, and it was certainly not my intent to paint with a broad brush. (I did not, by the way, write the title of this.)
I would, however, also suggest that a conversation about customer service probably needs to consider - or at least acknowledge - the fact that a large number of consumers do not make the distinction of whether or not the person they are doing business with is a realtor (r).