Is it Worth Answering the Phone to Customers?

It seems like common sense but you wonder….

I recently had to choose between selling my house with a traditional, high street Estate Agent or with the new, online model. As I began looking at this I was weighing up the pros and cons…

The high street agents looked expensive, at around 5 times the price. However, they assured me that they would be considerably more proactive, would advertise in greater depth and would be more incentivised to secure a deal. The online guys were cheap but didn’t promise much in terms of proactive approach.

It looked like a tough decision until I tried calling the sales people at both main options. I called the high street sales person 3 times – he never answered or returned my call. Then called the main office 3 times and the person ‘you need to speak to’ was never available.

I called the online sales person with 3 questions. Each time he answered the call immediately and each time was able to resolve my query.

The decision was easy. And guess what? That simple, proactive approach marked the whole process through to accepting an offer 6 days later!

Let’s open our eyes to great customer service and awesome experience! Try it, promote it and we can all reap the benefits.