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Is There Such a Thing as Providing Too Much Service to a Client?

Our business is one of providing a service to our clients to make the sale or purchase of a residence go smoother. We have all manner of expertise available to us through our affiliations with other real estate professionals.

However, when does service extend too far, or is there such a thing as too much service?

I had a contact for a sale of a residence from people that lived out of state. They had to sell a home because one of their family members was going into assisted living. I had done a market analysis, sent it to them as was told that when they came to Connecticut, we would complete the paperwork and get the house listed.

In the meantime, a neighbor was watching the home for them, as it was vacant.

I received an email from them asking for some assistance.

"Ed:  The neighbor sent pics of storm damage from a couple of days ago to chimney cover.  Do you have anyone who can get out fast to fix it before the rain on Thursday? 

This was on a Tuesday night, and I knew I could not get someone to fix it quickly. I went over to inspect the cap. Using a ladder that was on the property, I climber the roof, surveyed the damage and knew I could make a quick fix. Using a rope that I had in the trunk. I was able to get the roof cap secure enough to protect it from the impending rains, which were substantial.

I knew this would hold, even if it was a bit unsightly. The following week I was able to get a contractor over that removed the existing cap, repaired and reinforced it, and then came back to install it properly. I then notified the family members, and got this response.

Well, I am surprised at your actions but thankful that you took it upon yourself to check out and temporarily repair the caps.  I'll rest easy now.  Let me know what happens next or the name of the person who will do a permanent fix.  I'll send a check to you for costs.  Many thanks for a very pleasant surprise.

My response to this email:

It's not easy to get someone out to do a repair quickly, and it's never cheap. This 10 minutes of my time bought you the opportunity to get it done properly and at a reasonable charge. I will have someone over to look at it the beginning of the week.

When completed, I sent the following:

The chimney cap is back on and probably better than new. They reinforced the base and welded it tighter, and when they put it up they made sure it was properly lagged to the chimney.

Photos are attached, total cost $150.00

I spent a few minutes of my time and made a phone call, all on the email from someone I had never met to get a house secured.

When they came up to CT, they were also prepared with the names of cleaning people, general maintenance contractors, lawyers and lodging locations.

We listed the home and got it under contract with multiple offers within 30 days. Service to me is not just a word, it's a way of doing business.

Are you looking for a real estate professional in Central Connecticut that goes the extra steps to help a client, and understands how to effectively list, market and get a home sold?

I know service, and I know how to get a home sold. Call me to sell your real estate in Central Connecticut. I also help many buyers in Central Connecticut to effectively buy real estate.

Is There Such a Thing as Providing Too Much Service to a Client?