She is just like my children, a few years ago, used to be. She did not like to acknowledge receiving e-mails, texts or sometimes missed phone calls or voice mails from me. I had to text or e-mail her for a second or occasionally a third time to dig an answer or response out of her. A few days before closing I checked my records. The ratio of texts that I had sent her to the response that I had gotten from her was worse than 2:1. In other words I had received only one response for each 2.1 texts that I sent her. Interestingly enough the same ratio with my mortgage officer from Wells Fargo was better than 1:1. I had sent her 25 texts and had received 30 responses. It bothered me so much that I had to be harsh/ugly to her a couple of times, which I regret a lot. I have apologized her for one and I am asking you to please convey my apologies to her for the second.
She is very smart and knowledgeable. If she makes some improvement in her habit of ignoring messages from customers and gets into the habit of acknowledging them, she will indeed be the best Real estate agent out there. One time she told me that since she had acted on the request in my text, she didn't respond to it. How in the world could I know that without being told? Customers like acknowledgement. Customers like response "ONE WAY OR THE OTHER". Yes, that is the secret of "CUSTOMER SATISFACTION". The response does not have to be positive and yes all the time. It can be negative and no at times. It does not matter. Acknowledgement is the most important think, one way or the other, yes or no. Ignoring is the worst. It hurts customers. It certainly did hurt me. Regards. H.S.