by Christina & Greg Tindale, @TindaleTeam
When we sit down to meet with a new client, the first thing we tell them is that our number one goal is to create an Exceptional Customer Experience. What we've found is that creating an exceptional experience is actually a two way street. The mistake we've made is working with clients who don't value our level of service.
We believe strongly in the Law of Attraction. You are going to attract clients who are similar to you. (We're vegetarians and somehow by chance around half of our clients were vegetarians last year) The first time you meet a client you need to trust your gut. Last year we had a client who showed up late for our first meeting (the meeting was at her own home). Strike One. Then she asked us to summarize our detailed presentation in 5 minutes. Strike Two. Finally, she asked us to cut our pricing. Strike Three. At this point, we should have said, "Thank you but it doesn't sound like you are looking for the level of service that we offer." Instead we tried to convert her into a good client.
After nearly three months, she still never valued our service or listened to our advice. In the end the deal did not work out. We spent a lot of time worrying about the one bad client, and not giving enough attention to the great people in our network. There are enough wonderful people out there to work with, so you don't need to waste your time with people who bring you down. It is better to cut a trouble client loose early and focus your energy on clients who make you a better business and person.
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Christina and Greg Tindale are the principals of the Tindale Team, a residential real estate sales group in Washington DC and Maryland. The specialize in working with clients who are entrepreneurs, socially conscious, environmentally friendly, creative/artistic and like to have fun. They are married with one cat named Lucy.
Website: www.TindaleTeam.com | Twitter: @TindaleTeam
