Do YOU Reward Poor Service

How many of us growing up in the USA have been taught that we can do anything we want. “ Apply yourself and you can do anything. ” Not only did I hear this from my family but I also have heard it repeated over and over again for most of my life. It is one of the true Battle Cries given to our youth as a message designed to inspire greatness with the hope that our children will continue the legacy of our forefathers to be the stewards of the greatest nation on earth.

Two days ago while having coffee at My_favorite_coffee_shop_University_Park_Coffee  in North Portland, I witnessed an Older Lady discussing with the teller the appropriate amount for a Tip. After the Lady left, the Teller and I had a good laugh as I shared with her a story about Gratuity_and_Poor_Service.  The young lady working behind the Coffee Bar agreed with me and my story completely.

This morning when I walked into University Park Coffee for my morning wake up call the young lady was waiting. She told me that yesterday evening a group of friends and her had gone out for dinner and drinks. They were taken aback by the poor service that they received. In fact she made a point at telling me just how poorly they were treated for what appeared to be no reason at all. Before they left she mentioned my story to her friends. They all had a good laugh and left deciding that the poor service they received deserved no tip.

On the subject of Good Service and Gratuity in any service oriented industry, good service has its own rewards. They can come in the form of tips or even advancement in position or new jobs.

In Real Estate a bi-product of Good Service is the recommendation ( a referral ) from our clients to others. These are the highest forms of compliments that we can receive. Like wise if we perform badly we are likely not to hear from our past clients at all. And sometimes we wish we would not hear from them if they were terribly offended.

The Reward for  Poor Service does nothing to further the cause of this great nation. In deed the reward for poor service be it a tip or a referral does great harm. The reward for poor service is a validation to those providing the poor service that we accept there minimum standards as good enough. If we continue to reward minimum standards a downward spiral effect will eventually erode the great work that our ancestors started, that work that once said you were getting the best because it is MADE IN THE USA , be it a product or service.

Rewarding Poor Service degrades us all and is a slap in the face to those providing excellent service be they Wait staff or Real Estate Agents.

Interact Vs React

As I look back on the evolution of Technology I see a definite pattern. A pattern that I am not all that sure is a welcome one. Let me explain.

In 1988 as I began my Real Estate career in Oregonthe Personal computer was in its infancy . Most of us had small computers. In my small town the Commodore 64 was king. Back then the main function of the home computer was games. Software written for business was around but was pretty crude and any really good program was too large for the average consumer to use on their small memory computer. For these were the days before cell phones.

Innovation was the key for most of us. In those first months I was not able to afford much as I was just learning the ropes. My broker had given me a booklet of amortization tables and I had a hand held calculator which I believe cost a grand total of $5.95.

I remember being somewhat embarrassed about the whole situation each and every time a client would ask ” What would the house payment be on something like that ? “ So I started to make a game out of it. I would hand over the amortization book and the calculator to the couple i was working with and I would then give them the numbers. It was kind of fun and kept everyone occupied as we made our way to the next house.

A few months went by and I sprung for the HP12c. This is the Bankers financial real estate calculator. I still have and use mine today. However because it can do it all and the entry of the numbers and buttons to push are complicated there really is no interaction or participation with your Buyer’s or Sellers.

In the Old days I filled out an offer sheet ( back then it was just One sheet ) with the aid of my Buyer’s. I used to love to use what was known as the Order Blank Close. I would Slide a copy of the listing over in front of the Lady and I would ask verbal questions of the Guy.

Something like this : 

• Q for Guy : Could you write down on this paper you and your wife’s full names.
• Q for Lady: What is the address of the house?
• Q for Guy : What type of Loan did you say you would be getting?
• Q for Lady : What is the listed price of the home?

For each question that I asked of them I would write down there answers. That is in essence the Order Blank Close. The last thing you have to do is ask for signatures. Again much like the Calculator game it keeps all involved and focused on the task.

Today however with my laptop and on-line forms I generally ask questions and fill the forms out in advance sometimes emailing the entire thing to my client without personally sitting down together at the table. Although this technique I usually reserve for my long term professional clients who buy multiple properties from me yearly. Still even when sitting at the same table with first time buyers the amount of interaction is limited by the use of technology.

The pattern as you can see that has emerged is that there is a certain amount of disconnect with the client because of technology. I am not suggesting going back to the old ways. I am just suggesting that we should be aware of the disconnect and learn to replace it. Other wise we may eventually find so much of a disconnect that there would be no reason to connect at all.

Update : Part 2  Face_To_Face_Vs_Technology_Partners_or_Adversary’s 

Interested in How Technology can find you your next Home? Come to House_Hunt_Portland and let your next home find you!

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The Self Fulfilling Prophecy

How many times has it been said and must it be said before you get it? Perception is reality!

This is the greatest time in years to make money. Not on the backs of others despair but in real opportunities awaiting around every corner.

Many of the ideas being floated today in green technology, environmental concerns, energy conservation, cost cutting measures for homes and businesses. The list goes on and on. Anywhere you here a voice of concern there is an opportunity.

Building a new business around concerns opens the way for additional opportunities. What new opportunities you ask? Let me tell you about my friend and Client Mac.

Mac was laid off from a construction site. Like many others in times of prosperity it is easy to overlook your budget. The cost overruns by the builder were putting him out of business. My friend Mac saw an opportunity where others seen despair and or financial disaster.

Mac found that most of the forms used as curbing for concrete foundations were being provided by a few large companies. No matter who you called the prices were similar ( expensive ) and the condition of these forms were often in disrepair. Not only that but there was very little flexibility to the forms. Standard sizes only were available requiring the builder to modify or create odd sizes for custom floor plans. Pretty much take it or leave it was the attitude of the forms companies.

Mac set out to build his own sets of forms. He made them out of a heavier material so as to add longevity. Several options for size were made available for flexibility sake. Finally Mac bought several flat bed trailers needing a little attention from a transport company upgrading there fleet of trailers. The rest was pretty easy. Contact the builders and deliver a better product at a better price.

The story doesn’t stop here though. Mac also discovered that the employees working for him had needs. It seemed as if every time Mac turned around one of his delivery drivers was unable to make it that day due to a sick child or something similar at home requiring someone do the babysitting. Most of Mac’s employees wives had jobs that were dependent upon them being there as they were easily replaced. What to do?

So Mac put together a small local magazine devoted to child care and day care services. A free advertisement magazine for the local baby sitter and for professional services as well. Advertisers flocked to this publication to advertise there wares. Before you know it Mac’s little helpful magazine turned into a full time enterprise. Macs employees had an easy time finding those baby sitters for there children when mom was away at work and Mac had another source of income and employees who were at work instead of at home.

Point is folks we can all play the blame game and do nothing. Or we can choose to stand up and take control of our own futures. Which path will you choose?

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