About client service and dropping everything - when it's not urgent

**seeeker** · 03-14-2010, 09:55 PM

Hi,
I know that client service is everything, and my future depends on serving each and every client and their needs. I understand about working weekends, getting it done. Ok.

My question is what about the clients who are extremely demanding, high maintenance, and ask you to drop everything - even when the request is not urgent, and you have already been slaving away for them Friday night, all Saturday, and touring with them and drawing up a backup contract all Sunday.

So finally I take a breath and go on a date for a few hours and she calls me demanding we submit the backup offer RIGHT NOW. I know that there has been few showings and no other offers on this property. She happens to also be a friend, and says "if I were a REAL client, you'd drop everything..." I explained that of course I would - if the action were urgent to a transaction or for her best interests. But my interpretation of the situation was that submitting the backup offer, in this case, did not require immediate urgent action right this very second, Sunday night - given that the property JUST went under contract with another buyer. I thought it would be ok to submit it in the morning (it required me potentially driving to her residence for her signature).

So, given the limited description of the facts here, to what extent do you go when client demands/requests seem not urgent, but they want you to drop everything, at their whim. I would of course drop everything is the situation required that. But in my opinion this did not.

I am also learning about the nuances of client service, distinguishing highly attentive service from unnecessary inconvenience - and seek a general opinion on this subject.

Thanks-

**maui** · 03-15-2010, 02:25 AM

Aloha seeker. First, I can sympathize with your situation as I have been in your shoes more than once. What I have learned is to tell clients early on the relationship that I will work tirelessly on their behalf and always uphold my fiduciary duty to serve their best interest, however, there are definite guidelines as to my work hours. In case of a matter requiring immediate attention, then by all means I will be there. You will not contact them outside of normal hours in order to respect their time, and you would appreciate the same in return. Thus far, I have found high-end clients to be most understanding (as professionals, they demand it from those they deal with) and are the least demanding of my time. Your friend should trust your professional opinion (you deemed it was not urgent), if she does not trust your judgment then she should look for another realtor. Good luck and post updates.

**maui** · 03-15-2010, 02:28 AM

By the way, I am sorry if my previous post was poorly written. I am on a blackberry and can't see the whole screen at once so I tend to ramble on. Good luck.

**chasecraig** · 05-23-2010, 01:33 PM

I agree with Maui on this one. You have to set the expectations with your client up from the beginning regardless of your relationship with them.

I work for a builder so often my clients are under contract for 2-4 months during the building process. I learned early on that if I didnt set up guidelines and expectations for my clients from the beginning that I would be in for it.

Unfortunately you will have some clients that you will need to have that heart to heart talk that Maui referrenced earlier and you may have to part ways. But the majority of your clients will respect you for having balance between your work and personal life.

Good luck!

Chase