In September 2005, I eagerly traveled to San Diego to work my first trade show for HomeGain — the California Association of Realtors annual expo. The booth was set up to the tee with newly printed literature and various giveaways (pens, highlighters, notebooks, etc.) carefully spread across the table. “This is going to be a great show, I’m going to see a lot of sales today,” I thought as visitors began to approach the booth.
However, that wasn’t the case. Every time I told someone what HomeGain did (provide marketing services and leads) I was met with one of three responses:
- “ Oh, you’re one of THOSE companies? I’m not going to talk to you…”
- “Yeah? I was with XYZ company and they screwed me. Are you them?”
- (I can’t repeat the 3rd response here)
I knew then that we had some work to do……this Real Estate marketing industry for years has not treated its customers very well. Whether it’s false promises, underdelivery or an overall me first attitude; public opinion of real estate marketing companies has suffered.
That’s why almost four years and several hard fought battles later; nothing pleases me more to see the A+ rating HomeGain received from the BetterBusinessBureau. The service staff at HomeGain has worked deligently over this time to ensure that its customers are taken care of. This includes all customers we deal with; paying and free, happy and upset, everyone. We take the time to hear out every customer and offer every possible suggestion or solution we can.
In 2005, we received probably 10 complaint emails to every compliment. Today, those numbers have switched. We now hear almost daily from agents who are satisfied with the service in addition to the success they’ve had on product.
At the end of the day, it’s not just the customer facing people who have earned this grade; but the entire company who has adopted a customer first attitude.
Early last year, we created a HomeGain Customer Advocate of the Month award. The award was created to identify the one employee who made the greatest impact for our customers. Since January 2008, only 33% of the awards have gone to an individual in a customer facing role! Some examples of this include software engineers who stayed late to finish a new agent facing widget and business development reps who found a way to get less expensive, but higher quality traffic to our BuyerLink customers.
Examples like these highlight the contributions made by departments throughout the company toward the idea that HomeGain’s customers satisfaction comes first.
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