The First Point Of Contact

I learned another lesson today.  Or perhaps I had a personal experience that reinforced what I already knew.  Seems to be happening regularly of late.  I’m not sure if it’s happenstance or if I’m just more in harmony with my source of energy these days.  In either case, today’s experience made quite an impression on me, however subtle it may seem.

Home Purchase

I’m closing on a home that I’m purchasing in a couple of weeks that unfortunately is heated by oil.  I say unfortunately for obvious reasons.  I chose today to conduct a bit of due diligence and I called various local oil companies for price quotes.  I asked the service person who answered to please email me their pricing options and anything else that they thought would be relevant in helping me make my decision.  I made six different phone calls.

Varied Responses

The responses to my request were quite varied.  One person told me that she couldn’t email me until a salesman spoke to me and he would have to call me back.  I decided to eliminate that one.  Another one which I discounted said that if I wanted a quote, I would have to call back between 1:00 and 2:00.  The other four said that they would be happy to send me an email with their pricing structure and service contract.  I received two emails immediately and the other two I’m still waiting for. (My request was made about 3 hours prior to the time of this writing.)

The First Voice

What surprised me the most was how quickly my level of security with the company was established by the person answering the phone.  First by the friendliness of their voice, then by their professionalism which was influenced in part by the questions that they asked of me.  I think that those of us in real estate are reluctant to ask many questions over the phone for fear of seeming too aggressive.  Yet the person with whom I perceive to be the largest company, and perhaps most successful, asked the most number of questions.  The representative that I spoke with is the only one who actually tried to close on me rigtht then and there.  I thought that was very good business.  They are also one of the two companies from whom I’ve received an email.

Decision 

I initially thought that my decision was going to be made strictly on price, but now I realize that I am being influenced by other factors.  I’m still determining whether I want to go with the larger company or the other who sent me an email. They are  smaller but located right in town, already have the service for the home that I’m buying and also seem professional and very eager for my business.  Often the fear of loss is a greater motivator than the opportunity to gain.

In either case, realtors should take this one to heart.  Pleasantness, professionalism and follow through create a high level of security that is necessary.  Moreso then does price.  Not only for you to initially secure the business, but also to set the foundation of a successful experience for you and your client moving forward.  The first point of contact is the difference maker.

Have you had a similar experience in recent times?

How did it affect your decision of whom to choose?

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