Too Little, Too Late: 7 Steps to a Great Professional Experience
Have you ever been in a restaurant and had mediocre to poor service and when it came time for the server to bring the check they all of a sudden changed their attitude and cared about your experience? Or how about the contractor who is working on your house that doesn’t care, tries to cover up issues instead of solve them, then follows up to “make sure you were happy with their service” and ask for referrals. Too little, too late.
I see this in home buying, home selling and home building. A Buyer will write a lowball offer and then be very upset when a Seller accepts another offer before theirs is worked out. Too little, too late. If they really wanted the house, they should have offered a fair price to begin with and the Seller would be more negotiable and feel more a sense of urgency to come to agreement. Sellers will play hard ball when it comes to inspection results and items buyers are asking for. Then when the Buyer backs out of the contract because their requests aren’t being fulfilled, the Seller tries to throw money at it. Too little, too late. Home builders will take short cuts, leave things undone, not use proper materials, do the bare minimum and ignore requests to make it right, then come groveling when you mention you are speaking with your attorney. Too little, too late. As a consumer, listen to the experts. Your Realtor or representative does this every day. They see what Buyers and Sellers are doing, how the market is responding to certain situations and can advise you on the best way to handle it.
We are all busy and so many of us have too much but we need to be conscience of not taking things on if we can’t do the job or not do it right. We all have reputations. We all have people we can refer and ask for referrals for business. Here are some tips on ways to make sure you and your client/customer have a great experience:
- Set expectations at the beginning.
- Ask how they like to be communicated with and how often.
- Let them know your process and how you manage it.
- Ask what would make this a great experience for them.
- Review contracts, quotes, etc. together before starting the job.
- Tell them you expect feedback before, during, and after the job is complete.
- When an issue arises, handle it immediately.
Don’t make the mistake of giving someone too little, too late. Your reputation and possibly your income can depend on it.
Michelle Froedge is a residential Realtor and Principal Broker in the Greater Nashville and Williamson County areas of Tennessee. “Mom” to four-legged fur babies, Tyler and Livvie, Auntie to Zelamie, she is a vegetarian and sings in her spare time. Michelle has lived in Nashville and Franklin since 1997 and has been selling homes since 2004.