I want to rant, really rant. Why? Because every day I am flat out helping people generate more revenue from their businesses. My clients work tirelessly, demonstrate excellence at their craft and are kind and professional in their conduct. And even then, it can be difficult to really flourish.
So, when I am exposed to an appalling failure of process, a complete dismissal of the needs of the customer, it makes me mad. Really freaking mad.
The backstory; we’ve been exploring the property market for a while; keen to find something which meets the needs of our family and also has opportunity for us to realise value over time. We see a house online and we go check it out. It’s a maybe, subject to price.
Let me walk you through the timeline.
So here is the thing that makes me mad and this is where the Real Estate Agency and Agent failed – failed the client, failed me as the prospect, failed as a professional:
All this is a blatant disrespect for old fashioned customer service. It’s simply the most easy and cost effective thing ANY business can do to grow revenue.
Any one of these actions would have resulted in the agent understanding our needs and identifying that we are in fact very interested in the property.
They may have another property which could suit us better, I and they will never know!
None of the above – Sales 101 – requires expensive automation, extensive training or any new technology. It just requires someone to actually give a crap.
So, will we purchase the property? Perhaps…. Let me assure you though, it’s with no help from the Agent. We are getting a Paid Valuation and also some Bid Management Support. You can also be assured the next time I sell, I am darn sure I can do a better job on my own and we’ll be bucket loads better off than paying for an agent to do bugger all.
Note: The name of the agent has been withheld out of professional courtesy (mine, not theirs), all other content is absolute fact. I am also a Non-Executive Director for Next Address. An online platform for buying and selling homes without the need for an agent.
Vicky Mann, V|CMO Principal, is an old-school generalist Marketer with a passion for strategic frameworks, digital process automation, and data analytics to drive sales outcomes. V|CMO provides freelance marketing services to companies wanting to move forward. Whether you need to do more with less, or are busy boot-strapping your business, V|CMO can help you deliver your business objectives (without the cost of an FTE).