Amy Campbell: First Time Homebuyer – Or how a professional services marketer became a customer

Amy Campbell provides marketing consulting to professional service firms, primarily law firms. When she recently purchased her first home, she got the chance to experience professional service as a client, and the experience was eye-opening:

No one ever offered the: “here’s what’s going to happen, this is what you can expect, here’s a document to help you understand the process.” Not even a “check this page on our web site for more information.”  The tagline on the bank’s emails was a clever play on words about how important the customer is. Ha! Professionals beware. It’s old hat to you… but it’s often the most important thing in your customer’s life. Treat it that way and you will be remembered. I realize that a personal meeting at the start of the process (with both the mortgage broker and the real estate lawyer) to describe what will happen is likely time consuming, but it would have changed the experience from a faceless gauntlet of hoops to jump through and mysteries to unravel, into a personal/professional relationship with a much greater chance for satisfaction and referral.

Link: My Moving Experience – Or, What I Learned on My Summer Vacation