How many times have you heard the title phrase above?
When we, as a customer, or client of a business, seek special accommodation, we are presenting the business with a unique opportunity to rise above the competition.
Frequently businesses are reluctant to say “yes” to unusual requests, however, when a business recognizes an opportunity to satisfy a customer in a unique way, the benefits grow exponentially for both the business and the customer.
A few years ago I represented a couple who were selling their home. As we discussed marketing and details during the listing appointment, my clients asked me to be present for all showings and future inspections of the property. Rather than explain to my clients the challenges of being able to meet with every potential buyer and their agent, I instead asked my new clients if they could help me understand their somewhat unusual request.
I learned that this same couple had listed another home for sale many years earlier with another Realtor, and they felt that their home was not properly cared for by the agents who showed their property to prospective buyers. Occasionally a door had been left unlocked, lights were either left on when they should have been turned off; or turned off when instructions were clear that the lighting should be left alone by potential buyers and the showing brokers.
As I listened to my clients, it became obvious that my clients were genuinely concerned about their home and the security of their property. They wanted me to look after their home because they were moving out and the home would soon be vacant.
This was an ideal opportunity to satisfy a client. I agreed to meet buyers and their agents for every home viewing. I also agreed to be present during any inspections.
Fortunately, I placed the home under contract in the first week and we sold the home without incident.
When a client asks for something outside of office policy, before saying “no” consider the opportunity to grant a special request. The benefits are significant for the client and for your business.