The one thing I find missing from our Capitalistic Climate lies within the very title of this post. I deal with the lack of grace all the time and am damn sure I'm not the only one. Too many instances arise when you help folks, guide folks, try and point them in the right direction, and all of the sudden they disappear. Without notice, without a word.
Perhaps they found a better deal. Can't win them all. I'm cool with that. That's competition and I don't fancy myself Rocky Marciano just yet.
It puzzles me and makes me understand the "churn & burn" attitude so many sales folks have. Get them in, get them out. It's more of a one night stand than a relationship. Maybe that's the way it should be done?
But I disagree, especially when it comes to something like, I don't know, your house for example. Do you really want to be sharing the sheets with Bill Maher when you can dance with Jon Stewart? Mysterious analogies aside, I want to be advised by someone who holds some semblance of trust and credibility with me.
I ran into a 'Rate Shopper' a few months ago and we've been in constant contact since. His decision on which Lending Entity to choose came down to three. I was one of them. When he made his decision, it was based upon my fees being higher than the competitor and that competitor happened to be the Mortgage Company he had already dealt with. He sent me a pleasant email articulating his decision. I was quite shocked! Not because of his decision per se, but because he took the time to let me know. My response back was a grateful message thanking him for doing what so few do. His response verbatim is as follows:
"You're very welcome, Jason. I felt that I owed you that in light of your helpfulness. As someone who's essentially a missionary (financially), I raise all my support, and get frustrated when people don't have the thoughtfulness and/or courage to let me know they're not going to support us (or stop doing that).
In any event, thanks for your kind words. That means a lot to me, too.
Grace to you,
Bryan"
I'll take Bryan as a prospective client any day of the week, even though I didn't earn a dime in my communications with him. He earned a reputation with me. I think I did the same with him. Reputation turns into relationships. And while almost every relationship I've heard of has rocky roads to travel, that's the way to do business the right way. At least until I find a goldmine under those covers with Bill Maher.
Smart Sales translate into closed deals. Smart Sales is also ensuring it's a long term gig and not a short-term (and often perceived) fortune.
being polite goes a long way, doesn't it?
Kharma!
Despite sometimes our best efforts Jason, even the ones that we serve well, it is a numbers game, and they can for any reason they choose, go with the competition. It is their reasons and we can't take it personally.
I'm with you baby. Whatever happened to the old way of showing those with whom we do business some common courtesy? I know you don't expect to 'win' the business of everyone you encounter, but it's nice to know they cared enough about the time you put into them and respect you enough as a human being to let you know they've chosen another option. Disappearing acts are cowardly. Our national character is going down the toilet and we have our 'throw away society' mentality to thank for that. Now we just throw away people :-(
That kind of respect for another persons assistance is rare! Too often people take it for granted, because they are only considering their own needs.
Jason, Jon Stewart is such a hottie! He coulda had me for his girlfriend! Oh, well! Too late now!
"Perhaps they found a better deal. Can't win them all. I'm cool with that."
Great attitude, especially form someone like you who is very competitive and operates at a level of intensity not all that common. Great post my friend!
Hey, I tried to send you an email a couple of days ago and it would not go through, should I try something different?
Give your beloved a hug and i hope you two are enjoying yourselves on the Labor day weekend!
Alan - It will get ya:)
Gary - Most of the time, I don't. In this case, I was pleasantly surprised that the chap had the honor to take the time to get back to me. It means the world.
Jennifer - Yikes, a Bill Withers sighting! Good call:) That sounds either like something from Rocky I or backround music from Ron Jeremy's first feature film.
Of note, sorry Bill. Another Ron Jeremy reference. But listen to the tune, I'm not crazy!!!
Jon - True that. That guy (Bryan) is gold.
Patricia - Okay, so you wouldn't kick Mr. Stewart out of bed.
Russell - Sorry man, I put you on my "Block Sender" list;) Email me at jsardi@ihmci.com or through activerain and I'll give you my personal address. I gave Baxter a hug for you and Jennifer says, "Hi!";)
Patricia you crack me up! And here I gave poor Jon up for My darling Sardiboy. What can I say? I found a better deal! ;-)
Jason, Feels good to get a letter like that every now and then. Feels better to get paid but the letter ain't bad. The consumer will almost alwasy choose cost over service. It's a shame but it's true. This is the main reason why I LOVE being a listing broker. I control the product. If they want it and buy it I get paid.
Jason, Your saying the long dollar is better than the quick buck...I'm a firm believer in the way karma plays itself out. More will come to those who approach the answers honestly rather than ones given for a pure profit incentive...which is a flash in the pan.
MJ - Our bank account would disagree at the moment:) That too, shall pass. Besdes, I'm taller and look better naked. As far as wit, we'll dance, but he may have me on that one.
Bryant - And I'm still awaiting my allowance.
Steve - That's only what poor people say. Long dollars are better than the quick buck. Ha!
Honestly though, I approach your words with a fevered breath, Mr. Steve. But money and cost always talk, I just don't want to be out of the conversation... especially if I was in it before decisions were made.
Jason,
Letters are nicer when they follow a pay check!
"The only protection a consumer has is the personal integrity of their loan originator!" I have little sympathy for rate shoppers. I quote an unbeatable rate at the time of application. More importantly I deliver it at closing! Fools that shop rates instead of agents often/more often than not get the worst of both!
Bill
Hold up there, cowboy. You were under consideration for business from a missionary type who signs off with "Grace to you?" Does he read your blog? Laughing hysterically at the 49 shades of purple our pious friend would turn upon glance at your blue materia!
Jason - Wow ! Now that is a great story. And as you say, sadly, it is a rarity. I love his closing "grace to you". We also try to have grace if we do not get a certain listing although we question why, and sometimes you just never know... Hope you guys have a great holiday weekend !
Happens to the best of us...you get that money savings flashing in front of you and it blinds them from good ole customer service.
Bill - Agreed on most accounts. But I dare say Mr. Bryan is no fool. And I have better rates than you;)
Slaybaugh - If I'm not mistaken, he actually came about me via this website, via my blog. So there! Perhaps the pious among us appreciate an "edgy" guy like me. I have even referred two Jesuit Priests moving to Scottsdale to you and they came back wanting to move to Florida. But they liked you. And they were Barney Purple. I kid, though. From here on forth, this becomes a kid friendly, kindly PG-13 type of blog. F**K~!
Chris - I have much respect for Mr. Bryan, that's a fact. Lessons in Grace make miracles out of men. And I'm pretty sure that women showed us the way in the first place. <<<< Had to add that last line because Jennifer is within reach>>>> Ditto to you two on this Holiday Weekend.
Neal - True that. Though in this case, I'm pretty positive that the said person is not blinded.
Some people only see the dollars, not the committed professional working the deal. It should not just be about the money as the discounters typically give rotten service and cause headaches for all involved. Kudos to YOU for doing it right!
Sardi...
I brought you a gift.
The tecnique I used to put it here is a piece of cake.
Enjoy the song. I've been saving it just for you. I couldn't post it until I showed The Members how to do it :)
TLW...ROAR!
Ooops...
I double dipped ya :)
TLW...ROAR!
Jason: It's about not burning our bridges. I ran into a rate shopper earlier this year who didn't choose me. I sent them a nice thank you note and, the next thing I knew, they referred me to their son. I believe in abundance. The more we are thankful, appreciative, and helpful the more we reap. Would we like to win them all? Of course! That's the way we're paid. But if we're out there sowing our goodwill, we will prosper many times over. Thanks for the post. It hit home!
Jason... I will totally agree with you, that it is nice and polite to receive an e-mail such as you did from Bryan. And you made some comical analogies as usual. And as several have stated, you don't want to burn those bridges, no matter how angry you might be that they chose someone else, especially if you felt that they were lied to or misled. Good post... reminds me to do another mortgage week in review to include this. thoughts? lol
Betina - Thanks. I suppose that is one of the differences between a short-term and long-term way of doing business.
TLW - I love that song and it certainly strikes a chord with me. I'm taking the hint that I should implement this 'piece of cake':)
Paul - Rarely has it even crossed my mind to burn bridges. That is just not good business or karma in my view.
Belonger - I miss the Mortgage Week in Review. Vamp in up, my friend.
Hi Jason This is one great story. what you didn't get now in compensation will multiply itself later. I agree with BB...people will give up on service before they give in on money...that is...until something happens and they get exactly what they have paid for..
.How many times have we heard the stories...we could all right books on saving money over exemplary service. He knows and you know what services you offered.....he may just come running back. Today especially in this society, market and economic times......Trust, dedication, tenacity, professionalism and service is what is needed by the public and that is what you continually offer. BTW If he didn't realize the value he has lost in you...he would never had e-mailed you.
BTW I wish someone would tell me how to flag for a feature ..this blog deserves one..the more we hear about Respect the better
Just so you know Sardi...
That song is near and dear to my heart. I knew it would strike with you as it always does with me :)
When I was much younger, I thought being different was a bad thing. I've since learned that being different is a wonderful thing. There's very little about my life that I would willingly change. That includes that stupid school of hard knocks that I so enjoy :)
P.S. You must learn this piece of cake. You'll love it once you get the hang of it :)
TLW...ROAR!
I'm pretty sure we have this one in common as well :)
TLW...ROAR!
Hi Jason! You've gotta love TLW's songs (she's just WAY too clever for me)!
As for your analogy of our jobs and one-night stands--absolutely fantastic!
How refreshing is it though, to get a decline note and thank you all in one? This is a rare buyer who does this and I think you're smart to keep him in your sphere. He obviously appreciated what you did for him and your work ethich so, he is likely to refer you to others who are looking for excellent customer service too.
Jason, I have never been much for one night stands. I try to treat everyone as if they are more than a one night stand even though for the most part that is the reality of the home inspection part of the process. I think that is why they come back for another go at it year later. Most of the time they also want it to be more than a one night stand. If you can connect with someone---really connect----there is a kind of depth that will happen---even if is only for them to send someone else your way.
Jason - you always write bitchin posts and I enjoy them. I too have had a nice run in and relationship with a prospect and have lost the "deal" for one reason or another but from time to time their deal falls apart or they become unhappy with the lack of service and come back, unguarded and trusting. It will come back to you when it is supposed to. When we stop helping people and treating them the way they should be treated then we need to get out of this business.
Dear Jason,
You are so right. When you treat people right they will keep coming back and refer their family & friends to you. Relationship building is never easy, but it does pay off in the end. Keep up the good work my friend!
;)