Customer Service!

As everyone knows, customer service is the key to any professional relationship especially in the Real Estate industry. Everyone your client comes in contact with during the transaction directly reflects on you and your business practices.

Choose your business partners carefully. All the members of your "team" should share the same vision and purpose as you do with regards to the way you do business. Your escrow officer, inspectors, lenders, and assistants (virtual or otherwise) should all provide the same exemplary service you would expect to receive.

A little story about a transaction I was just involved in for one of my clients:

Her buyers were purchasing an REO property and were getting an FHA loan which required a credit for closing costs. The lender was completely on top of everything, I processed the file and gathered all the necessary signatures/paperwork, and my client provided all the due diligence inspections, etc per the contract. The escrow company was based in Southern California and had no communication with me or my client the entire contract period. Everything was communicated through the selling agent. Halfway through the period, I notified the selling agent that I had not received the prelim yet. She finally tracked it down 5 days later.

Approximately 5 days prior to close, we scheduled an accomodation signing at one of our local title companies for the buyer. They signed and all the documents were FedEx'd back to the escrow company. In the meantime, I sent 10 emails and left 6 voice messages for the escrow company to make sure they had all the paperwork they needed to close successfully. Finally, the escrow company replied and said they had everything and had sent the package to the lender for funding.

On the day we were due to record, I left 4 emails and 4 voice messages to determine if we were on record. No one ever responded. Finally I received an email from the sellers agent that we had recorded.

5 days after recording, I received a message from the escrow company and an email with 21 pages of documents they needed our buyer to sign and no one had received their commission checks. After having a conversation with the escrow company, making them send the paperwork directly to our buyer (since we did not make this mistake, I wasn't going to hand them this stack of papers and make it look like we didn't do our job), and informing them that I had left numerous messages and emails prior to closing to make sure they had everything they needed...they hung up on me and the escrow officer basically told me that "I don't know what to tell you, I just work here and we need these items signed".

Every item that was in that packet was some sort of title document (Statement of Identity, addendum to the contract, insurance information, etc). Talk about poor customer service!! I realize that this escrow company is working for the bank, however they should never have treated anyone in this manner. Finally, 7 days after closing we received commission checks, and the escrow company is going to have to get the paperwork signed themselves if they need it.

Isn't it nice to know that your business "team" of professionals all treat your clients and other agents with the utmost respect and work with everyone to make your transactions close quickly and efficiently?? Customer service is the name of the game, and the only way to get referrals is to give the client the best service you have to give.

If you need help working on the daily tasks in your office so that you can provide superior service to your clients, give me a call. I guarantee, I will treat you and your clients with the utmost care and professionalism! If you know of anyone who could use my services, please feel free to give them my name. I promise to take excellent care of them!

"Ability is what you're capable of doing. Motivation determines what you do. Attitude determines how well you do it."
---Lou Holtz

New VA Designation!

Just like Realtors, Virtual Assistants have several designations they can earn that will help them in their businesses. I have recently earned my CRESS (Certified Real Estate Support Specialist) designation from the International Virtual Assistants Association.

What does this designation mean to current and prospective clients? It means that I am committed to serving the Real Estate community and believe that continuous education is the best way to ensure that you recieve the very best effort I have to give. I have promised to uphold a certain level of standards and abide by a strict set of regulations regarding the industry. This certificate shows that I am proficient in the rules and regulations of the Real Estate world.

In addition to this designation, I also hold a REPA (Real Estate Professional Assistant) certificate from the National Association of Realtors. All of this means that I promise to provide you with exceptional service regarding the Real Estate industry. Having been involved in all aspects of this industry for the past 10 years, I know all facets inside and out. I am here to help you succeed and make your business profitable and enjoyable.

I am always learning and trying new services to provide you with the best possible experience. Give me a call, send me an email, or check out my website and let's talk about how I can help you in your business!