What Would You Do if You Had an Unhappy Client?
I recently asked this question on my Facebook profile page:
at closing if they were unhappy with your service?
There were a TON of loan officers who weighed in – and the comments fell into 3 categories:
- No way
- It depends
The comment that I liked the best was this “script” provided by Tom Kowalchik, that I wanted to share with you.
This obviously didn’t go according to your expectations and for that I apologize (my fault or not). What can we do to make this right for you because at the end of the day, we want any/all of your concerns addressed and fixed? No matter what.
Tom went on to say: “This has to be addressed as soon as an issue is known. At/After closing is too late if it was something from a month earlier. Luckily, I’ve been fortunate to not need this often, but when I do, it has worked well. It’s addressed and everyone moves on just acknowledging, owning and apologizing satisfies 90% I bet.”
So girlfriends, I’d like to ask your opinion – would you be willing to give your clients $500 back at closing if they were unhappy with your service? Please post your comments below.