Customer Service? — Where has it gone?

Do you ever order something and sign into ‘chat.’  With the canned responses that do not always match up to your question do you wonder, “Is this a AI or someone with English as a second language?”  #service

Once upon a time FEDEX met guaranteed.  Today it means, ‘maybe so.’  Pay $30.00 and ‘maybe’ it will get there tomorrow.  The driver can always say they were here and no one was home because they didn’t ring the bell and I was home.  Or they could say my address is wrong.  Even though they’ve delivered many times before.  Is this reliable service? th.jpg

Perhaps not, but they have built a name for themselves and a little poor service or non-delivery isn’t going to hurt their overall bottomline. 

#Culpeper,  #living

When I asked if the Shipper would be given a discount for FEDEX failure to deliver on time I was ignored.  Even though I sat and waited for a package that didn’t come FEDEX never offered my sender a rebate or discount of any kind.  ‘I’m sorry,’ is all either of us received.   

The Pest Control People are delayed coming out because they have an issue with employees.  They assure me they are ‘fully staffed’ if the employees all show up on time, everyday.  With Low Unemployment there is an unforeseen issue few speak about…. bad customer service.  When we have so few workers… Employers higher what they can afford, those people are not always the best qualified or reliable.  We must be patient and understanding.

What does that mean for Real Estate?  Good news… people in real estate still need hours of training prior to taking an exam to become an Agent.  If they put in the time, effort and money required most truly want to do a good job.  The problem is they may not be clear what that job entails.  Further to complicate the issue is the why business is run.  Realtors are basically, ‘self-employed.’  Because they work under a Broker they are Intrapreneurs not Entrepreneurs.  They can be guided, encouraged but in the end they march to their own beat.  If that beat is continually away from the Company plan the Broker will ask them to move on and send their license in.  There will be another firm for them to work at tomorrow. 

We work on a curve.  It takes years of experience in most licensed positions to real get good at what you do.  Today, many ‘Agents’ may not be well rounded because they work in a ‘team.’  The Team Supervisor places them where they think they are best suited.  (ie:  buyer agent, closing coordinator, call center, etc.)  Real Estate is no different from other service oriented businesses.  If they are a new agent they have Enthusiasm working in their favor.  Ask them if they have a mentor or are they teamed up with an experienced agent who works along side of them. 

It makes a difference when there are issues.  That’s always when a Realtor shines.  What do they know?  Who do they know?  That can help you buy or sell a property.  An experienced Agent can help you move mountains to get the job done!  That’s why reviews and recommendations are the life blood of a Realtor!  We are only as good as our last deal.  ‘A few years ago I had buyers in Stafford, VA.  The home they wanted to purchase had an issue with mold.  I asked,’is this the home you want?’  ‘Yes!’ they assured me.  Ok, we got the home, they were disappointed because they did not get to chose who remediated the mold or how it was done.’  We must remember when purchasing a home it doesn’t belong to you until the paperwork is complete.  Up until that time it is maintained by someone else as that person sees fit!  It is not in the control of a Realtor or of you as the Buyer.

Sometimes a deal doesn’t go smoothly but it works out well for both parties, that’s a win for a Realtor.  22 Homeowner Association Violations and the home still sold ‘as is!’  The Seller had to give up some money and the Buyer had to agree to deal with the problems, but both ultimately got what they wanted.  So, the Seller is sore they walked away with less, it was still more than it would have been had they corrected all the violations!  Don’t be penny wise and pound foolish when dealing in real estate.  Don’t be the Seller that says, ‘I could make that repair myself,’ and not make the repair!  If you want the best price, provide a good produce!  Repairs lower that market value of a home.  This Seller never acknowledged the 22 HOA Violations, so in their mind the realtor didn’t do a good job.  How would it have worked had that Seller not had an Agent as the go-between in the same transaction?  9 out of 10 times that Seller would have had to correct all 22 violations in order to sell the townhome at the price they got on this transaction.  Why?  Because HOA Violations do not necessarily have a bearing on Market Price.  But a home in an HOA must comply with the codes of the Association in order to be sold.  An HOA can prevent a sale from happening based on the violations.  Note: had the owner taken care of the home there would not be any costly violations to correct before being allowed to sell their property.  When you buy in an HOA you agree to comply with the rules and regulations of that Association. 

th-1 . When you believe all photos online are a true picture of a home — think again!  Photos are met to show a property in ‘the best light.’  Not always the same as accuracy.

Do you need a Realtor when purchasing New Construction?  Hmm.  Do you?  Can you negotiate sufficient outlets in each room without a huge up-charge?  How about a finished basement?  Or are you sticking to the base price?  If so, will you get out of the home the amount you put into it in 5 to 7 years without upgrading?  An experienced Realtor can guide you through what is and what isn’t worth upgrading.  They are experienced in negotiating on your behalf.  Many have relationships with builders they work with on a regular bases.  #newconstruction, #Realtor, #Broker

We work on commission… each job is a new experience.  Most people work on Salary.  No matter how well you perform when you’re on salary you are paid.  On commission you may work very hard and should be compensated for your efforts.  If you do not work when on commission, there is no pay.  It is a service most people do not want to do or do not have the experience to do.

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T.C Cooksley

"I am a Realtor/Broker in Virginia and enjoys providing service beyond the sale. Especially, former and active military personnel." Referrals are the heart of her business. To keep those referrals coming she has put together a number of books and an e-book to help you achieve your real estate goals and dreams. Just ask for your free copy: realtortccooksley@gmail.com Ready to sell your property? T.C. Cooksley has a book to guide you through the process. Arrange to meet with her today to discuss a pricing strategy to meet your needs.