Today a client got really mad at us in Benicia Property Management
Today a client got very upset with us. She is a very good client that has worked with our Benicia Property Management company for years and referred new business to us consistently. Yet, today over the phone we experienced a side of her and a degree of anger that we had never seen before. She raised her voice and was very insulted by us.
What did we do to cause such a reaction?
Why would we upset a loyal client?
Well, we offered her a discount on our service as a Benicia Property Manager. Yes, it’s true. In the same manner that Starbucks offers free coffee after you buy so many cups or the local sandwich shop offers free sandwiches to repeat customers, we offered her a discount. Our motives were pure. We simply wanted to recognize a good customer and reward her loyalty by offering her our equivalent of a free cup of coffee.
Boy did that ever go wrong. Not only did she not want our “free coffee” she was insulted that we offered. She made comments like “you work hard for your money,” and “you have a staff to pay,” and “you’ve always given good service” and even “You’re the best property management company in Benicia” and other comments that one would normally take as a compliment. Of course, one doesn’t normally have those comments made by an angry woman nearly screaming over the phone!
You can imagine our surprise at her indignity! I mean, I’ve never seen an angry person at the sandwich shop when they “punched” their tenth sandwich and were now getting their lunch for free! She refused to take our discount and made it clear that she wouldn’t hear of us “trying this again.”
So, we will charge her full price and not make “that mistake” again.
Mark Delgado, DRE#01880416
Benicia and Vallejo, Solano County rental homes and rental listings