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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