If you say you’re going to do something, Do It!

An experience shared by Sarah Little, Secret Shopping Guru:

I am in the process of purchasing my first home. The end of last week my mortgage broker called and needed verification that we’d have home owner’s insurance at the time of purchase. So my husband called the lady he’d been working with and she said she fax the info to the broker right away.

That was 4 days ago. Today my broker called again, still needing this information. So I looked up the insurance agent’s number and gave her a call. She was pleasant. I emphasized the importance of needing the info right away and she let me know it’d be done right after we got off the phone.

Then a few hours later my mortgage broker called again. Yep, she didn’t do it! He asked for her number and said he’s call her personally. I haven’t heard from him since, so I assume he got the job done.

Needless to say, I am not very impressed with her service. This is just a simple request in order to gain our business. Imagine if I were making a claim; would it take weeks to process before I could repair my home? We haven’t begun her service as of yet, and perhaps we should look elsewhere.

So take notice of how you care for your prospects because if there is too much
rig-a-ma-roll before they are even your client they may look somewhere else.