Would You Hire You?

The Power of the "Pre-Customer" Service

It’s funny how so many life lessons can be connected to the world of real estate. Who knew a dead car battery in my Subaru Outback could spark such a clear reminder of how customers want to be treated before they even meet you?

Let me take you along for the ride, assuming my car decides to cooperate this time.

For the last few days, my car wouldn’t start – a dead battery. I knew the battery was nearing the end of its life; no big deal, I thought. I ran to Costco, purchased a new battery, and popped it in; voilà. It STARTED!

The next morning, I went out to start my car, and — UGH! DEAD again! (EWWW- Foot Stomp!!) It didn’t emit a glimmer, a beep, or a buzz.

Plan B – Consult a mechanic.

HOWEVER, before I called a mechanic, I didn’t want to sound like a rookie, so I Googled “Why does my car have a battery drain?” and found there was a Starlink system recall several years ago!! YAY!!

We don’t have a Subaru dealer close by, so I had to scroll through a maze of dealers and centers before I even made my first call.

I chose a dealer just 30 miles away, thinking it would save me time and hassle.

That’s when disappointment began, and my decision-making really started.

Call #1: Went straight to voicemail.

Call #2: Voicemail automated loop, and then THEY hung up.

Call #3: Answered with an automated message, “To receive a faster response from us, let us text you.”

Now wait ….

I’m calling because I’d like to speak with a live representative. I have questions. I’m trying to decide if you’re the right shop to trust with my car. Instead, I feel like I’m chasing THEM down.

After some back-and-forth (by text, of course), their automated reply system texted me to schedule an appointment.

But I’m not ready to schedule an appointment. (That’s like a marriage proposal on the first date!)

I’m not sure if they’re the right fit. And honestly, if this is what their pre-service feels like, how will my actual service go? I was losing my patience and trust. HARD PASS.

My next call was to the car dealer where I purchased my Subaru. It’s further away; driving up and back will take up most of my day, and the traffic up and back is horrible. But I called, and a LIVE person actually answered on the first ring. (Hallelujah!) She was helpful, knowledgeable, and very kind. She didn’t even know I was a past customer yet. She just did her job. And you know what? I felt a wave of relief and scheduled my appointment with them.

Why is this remotely relevant? Because the same thing happens in real estate.

Potential buyers and sellers are “shopping” for you long before they officially reach out. They’re evaluating how easily you can be reached. How responsive you are. How you make them feel during that first call.

Are you …

Picking up the phone or letting it roll over to a voicemail?
- “Your call is important to us ….” Uh, no, I’m sorry, it’s not if you’re not answering the call yourself the first time. 😠
Responding quickly to messages or waiting until the next day, or longer to call back?

I understand; you’re really busy. But that first impression can make or break a relationship – it can make you money or cost you money. Just like I passed on from that first service center, potential clients will pass if they don’t feel valued at ‘hello’. The impact of that first impression is significant, and it’s crucial to provide excellent pre-customer service.

So, pretend you’re a prospective buyer or seller wanting to hire a real estate agent. What do you think their experience would feel like? Will it be easy, comforting, and informational? Is it warm and inviting? Is it easy to reach you on the first try?

That first connection you make, “the pre-customer service,” is real customer service. And it sets the tone for all your services that follow.

Here’s a Very Helpful Recommendation: If you want to sharpen how you connect with prospects before they become clients, pick up a copy of Jeffrey Gitomer’s “Little Red Book of Selling.” It’s packed with no-fluff, real-world advice on how to build trust, deliver value, and make that first impression count.

I suggest the hardcover; you’ll find yourself flipping back to it often, just like I do.

Sandy, you've done an amazing job getting me "plugged in." I will certainly be recommending you!

Sandy at Bild a Better Business continues to amaze me with her expertise and generousity!

“Sandy Bild is the most efficient and effective assistant I have had the pleasure to work with. She is ALWAYS on time with assignments and is very proficient with her work. She is able to mutli-task and keep work-load running smoothly. One of the things I found most helpful with Sandy is that she keeps on top of my busy schedule and keeps me organized. She is self-sufficient and a self-starter. The experience she brings to the field is invaluable.”

“In the past 3 ½ years Sandy has worked with me, it feels no longer like it’s my business but it’s ours. Together we work perfectly as a team. I know my strengths and I certainly appreciate hers. Sandy has been able to take down my creative ideas and put them on paper to create what I believe to be an outstanding reflection of my business. She has given me the ability to focus on what I do best, sell real estate! Instead of me using my precious time working on the details of advertising, blog posts, researching the proper materials for keeping my clients informed, I count on Sandy for that task! Having someone who “gets it” and then put it into text and production is essential and she does that!”

Real Estate Tips & Insights