Yesterday I walked into a store owned by a sole proprietor who rents his spot. He was in a tizzy because the building he's in has been on the market for some time, and now has a serious offer on the table. In fact, they were expecting a closing within 2 or 3 days.
This man had no idea if he would be asked to move, and if he was, where he could go. And he was absolutely incensed at the treatment he'd received from the Realtor involved. He had been trying to get some kind of information from her, and had been brushed aside at each attempt. So while gossip swirled around him, he was unable to determine how much of it could be true.
When I walked in he started telling me about the situation immediately. He was very vocal in his dislike for this Realtor and all who were associated with her. He said "She could tell me something, but she won't. She doesn't care anything about little people like me - she only cares about the money." And then he proceeded to tell me about 15 minutes worth of reasons why this particular agent should get shoved back under the rock she crawled out from.
Can we assume that I was not the only customer who heard that story? I think so. I think everyone who entered his store for a week or more heard that story. And since he has now been given 30-day notice to leave, everyone who comes in for 30 days will hear it.
This particular store owner is the kind who turns customers into friends, and his following is loyal. Many of them will accept his judgment about the morals and ethics of this particular Realtor. Many will join in his outrage and tell others how he has been mistreated.
No paid advertising could be as powerful as this word-of-mouth message.
Consider how different this could have been had the agent recognized that even though this gentleman is not wealthy, he is important.
She could have let him know that if the sale closed he would indeed be asked to move. Then, since she does handle a good number of rental properties and many are vacant, she could have offered to help him find somewhere to go.
He would have been singing her praises and telling all of his customers what a good and helpful person she was. He would have been recommending her as the best agent in town, and if she found a building for sale that he could use, he would have purchased it through her. He actually is better off financially than she realizes, and probably could purchase a building if he could find one.
And that brings me to the 5 reasons why Realtors (and really, all business people) should be nice to everyone:
- People talk
- Everyone is a potential customer - you can't judge by appearances
- People talk - and when they're angry they talk more
- Everyone is a potential source of referral business
- People talk - and when they feel insulted or abused they keep on talking for a good long time
That's what it all boils down to: People talk, and people do business with other people who treat them well. Each day when we set out to meet others - in person, on the phone, or through our e-mail - we are building our reputation through the things we say and do.
Perhaps even more important than the reputation, however, is the way we feel when we look in the mirror at the end of the day.
Marte Cliff is a Freelance Copywriter and former real estate broker who specializes in writing for real estate and related industries.
Marte offers a 6-month Career Builder Program for Realtors at http://www.promotemyrealestatecareer.com - Each lesson comes with an assignment to lead the beginning Realtor into success. While geared toward marketing, the Program also offers insight into customer relations and sound selling techniques.
For Realtors who are ready for aggressive marketing, she offers web copywriting and lead generation packages at http://www.copybymarte.com
Marte's weekly ezine for real estate professionals offers tips and hints for building a successful business. To subscribe, and get a copy of her report: How to Get Referrals & Testimonials, visit her at http://www.marte-cliff.com