In line at the Walgreens on Biscayne Bay in Miami Florida is where I found myself the day before Christmas. I approached the counter and blurted the first thing that came to my mind-
“Hey, I just wanted to thank you for working on Christmas Eve. I appreciate it.”
Cashier responds with-
“Oh my God, I can't believe, that's the first time anybody, that is the nicest!! Oh my.. You just made my day. Thank youu!”
Sometimes, in some places, it feels like we forget we exist outside of our service . Other times, it's the opposite and the way people treat you becomes more important than the quality of the service you provide… are we, in fact, defined by our service?
It's when I am appreciated that I remember I exist outside of the service I provide and I must say that there are those clients who make it clear that they are thankful for what I've done.
A couple of years ago, I represented buyers who had their offer accepted by a FSBO (For Sale By Owner). Generally FSBOs are unfamiliar with legal procedure and would rather remain that way so they can always claim ignorance in court; they are ready and willing to haggle price unconventionally and are most open to just walking away from a contract knowing that there's a small chance anyone would even take them to court. But I was ready for it.
After empty threats of cash offers and doing showings for the home even when already in contract, a low appraisal, we were just a couple of weeks from closing. The FSBO refused to close on the house if he had to pay my commission (although he already agreed to on paper). More interested in moving forward than a selfish number, I wrote an addendum that officially diminished my commission.
A few weeks after closing, I received a letter in my office from the buyers which not only included an endearing Thank You note but also had a check for the amount that I gave up to close the deal.
It's the clients that say 'I respect your time.' and 'I don't expect you to always be available' that come through and fall in love with what they buy. It's the clients that listen to advice and act upon it that believe in what their doing. These clients make quality service an honor and they attract it to themselves by treating people the way they do.