Like many of you reading this, it is always heartening when clients come back to us (even though there are those occasions when the estate agents will try to send them to the ‘pet’ firm!). There are clients who have been with me since the purchase of their first home in the late 1980s, and I feel as if I dip in and out of their lives at certain stages.
Conversations will be along the lines of:
“you remember I bought with [insert name] , well we are married now and our first child is due in six months time”
to
“you remember that [insert name] and I told you about [insert child’s name} was getting married and you did the conveyancing for [said child] , well we now have a grandchild and want to move to be closer to them.”
It is nice and can be very life affirming, and makes me realise how we do travel through life with our clients.
So I was hearted on Friday by a conversation with a client
Me: I have just arranged the transfer of the monies for your purchase, so you should get a phone call from the estate agents around lunch time telling you that you can go and collect the keys
Them: Thank you. It is so lovely that you were able to look after me again. It must be my fourth move and you always make it seem so easy. I’m sitting here with [insert name of client’s daughter] – you remember her; you helped her to move last year!
Me: Of course – hope she is well
Them: Yes – and I am so excited about moving into my new home.
I look out of the window and note it is raining
Me: I hope your move goes well for you today – and I am sorry it is raining but one of the things I have no control over is the weather
Them: That ‘s ok – there is sunshine in my heart
Because of me, a client had sunshine in her heart – how wonderful is that…
For all the negativity out there, for all the digs about how slow we are and hold up transactions, for all the times when we feel battered by the process, please remember at this time of good cheer, we are doing a fantastic job for our clients in what can be a difficult and stressful time. Get them to that final part and make sure all clients have sunshine in their hearts on completion day.
One Response
Nice read.
Of course, they’re cheery because they had lovely service. Including it would seem you getting their keys for them on time…..
Unfortunately, you are the exception that proves the rule. All credit to you for that.
Unfortunately, for most that conversation is 2-3 hours later. They’re cold, miserable, frustrated and fed-up.
As are their moving crew.