I don’t drink tea, so, whatever
The banks are re-inspecting homes that were in contract prior to hurricane Irene. So, this morning I had to meet a client because his bank wanted a letter stating that the house was in a similar condition as when contract was signed.
We paid a physical visit to the home and agreed that there were no significant changes.
I started to head back to my office but stopped for a cup of tea and to make a call. I ordered tea and was asked what I took with it. Just milk I replied. After paying almost $2.00 I was handed a teabag and a cup with what I assumed was hot water. I opened the cup and found hot milky water. Turning to the server I asked him how he usually makes a cup of tea. As an avid tea drinker, I told him you usually put the tea bag in and then pour the water in and wait before adding milk. He turned to me and said, "I don’t drink tea, so, whatever."
So, how did it come to be all about him? I was the customer and he did not care about how my tea was served because he did not drink tea.
Then, I started to think about real estate. When working with home buyers, as agents, do we try to influence the decision to buy with our own personal preferences?
Jennifer Fivelsdal - JFIVE HOMES REALTY LLC - 845-758-6842- jennifer@jfivehomes.com
www.jfivehomes.com or www.midhudsonhomevalue.com
Jennifer, I drink Tea.
I would never return to any Restaurant / Tea House / Coffee Shop that treated customers like that.
But to the point of your Blog - how many Clients / Customers do we Realtors risk losing, because we expect them to do it "Our Way"?
Jennifer -- good question and a good example.. We must be careful to listen to our clients needs and want.. and then render our advice.
Well, I don't drink coffee, but I were to take a job at Starbucks, I would at least learn how to make it! LOL
And no...I don't pressure clients into doing it my way, but I do keep them on track when they want to veer off the charted course of the contract. :)
Jennifer, The person what just RUDE! For anyone to say ... "whatever" knowing the customer was not necessarily satisfied is rude. I hope you follow up with the owner or manager and let them know about your great service!
Good point, Jennifer. That server needs to go to a Charm School class.
That is why you have "Clients" and he has UNHAPPY "Customers"!
Hi Jennifer,
Thanks for sharing.
What an experience! It's good that you’re constantly assessing encounters with the aim of improving your service to your clients.
Keep up the good work!
Jennifer, you really centered in on a very important life lesson, all over one cup of poorly prepared tea.
Fred I will never return to that establishment. I sure had real estate on the brain :) to immediately make a connection with the service I received with real estate interaction with buyers.
Joan listening is so important, if we fail to, we cannot deliver the desired service.
That would have been a really horrible cup of tea!
Lina so true, if you take a job learn the basics. Yes we should help buyers stay on track, but respect their choices.
Kathleen that was really rude. I thought of letting the manager know some customer service training was needed, but I did not have the time.
Or maybe there was another reason why he treated you so poorly. I would've told him to apologize or be reported to his supervisor or the owner of the establishment. Being rude or taking his negative attitude out on customers is certainly not good for business.
Hi Jennifer,
You know it seems to me like you find what they like and it makes everything go smoother. That (imho) is a heck of a lot easier than trying to influence anyone.
JoAnn I agree:)
Jim you have a point.
Wandanna I always try to learn something from each experience.
Liz you know tea drinkers like their tea a certain way. I also hate when it is not piping hot.
Dee I am not likely to go back. I did not have time to speak with a manager.
Lynda That is the way to do it; listen and then find what they are looking for.
Yuck, that is a horrible excuse for customer service. I know some very successful agents who practically force their buyers into houses....but I cannot do that!
He doesn't drink tea but he is making it. Realtors are not buying the house but they are maketing it. I sometimes hear an agent tearing a house up and I want to say, your not buying it so shut up.
Jennifer, thanks for sharing and relating it to real estate. I learned long ago that what I like has nothing to do with what my clients may like. I stopped making opinions about what I like all together. What a disgusting cup of tea. He should have tried it so he would never again make that mistake, and maybe this would have adjusted his attitude too. :)
Jennifer,
I HATE it when a waiter or waitress doesn't care.. or even worse they sabotage your order.
Jennefer, we are suppose to be a customer focused industry, and we need to remind ourselves of that often.
Maybe that waiter is have a bad day? Either way, that is no way to talk to a paying customer or anyone else. Hopefully less Real Estate agent conduct their business the same way, there will be no customers.
Jennifer - with this attitude itis even surprising he has a job when millions, eager to work, don't
Oh, I know what you mean. Sometmes I gravitate the floors/colors I like. But, usually, I'm able to step back look at the decor of home and taste of my customer. Sometimes it's challenging because they like stuff I don't. I've gotten way better at this. This is a great remider.