Customer Service in Real Estate (part 3 of 3)

Customer Service in Real Estate – Walking the Walk (part 3 of 3)

Customer service is paramount to generating trust and sales in real estate. In this third of three posts I discuss a recent experience with an absentee landlord:


The Absentee Landlord…

This post is not just a customer service experience but also illustrates the dark side of serving the client. In this case the culprit was a rental agent who managed to neglect his client’s listing for six months after it became vacant.

I was referred to the client, an investor from California. He had assigned the task of finding a tenant to a well known broker who rented it. But after the tenant left he never bothered to find another tenant or even check on the unit’s condition. I picked up the rental listing and discovered the refrigerator had leaked water onto the kitchen floor. The water was absorbed by an adjacent cabinet that was quickly ruined. There was also a myriad of wear and tear items needing repair along with painting, cleaning and landscaping. With the owners permission I brought in a painter, cleaning service and handyman to get the unit “rent ready”. I also discovered the A/C unit had not been serviced in two years and contacted a local HVAC company. As the work neared completion I began advertising the unit and quickly found a tenant, who moved in just as the contractors were finishing up. Even though it cost the absentee landlord almost $10,000 in lost rent and repairs, he was pleased to have his rental brought back up to speed with a tenant in place just weeks after listing the property with me.

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