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Scott Bloom, Bloom Real Estate Group, commercial real estate professionals here in New York City.
The best way we found to keep our customers is to anticipate their needs and let them know exactly what is happening. First of all examining their existing lease. We go in and we take their existing lease and their bills that they have been receiving over the years and let them know how it went from two page term sheet to a 50 page list and we will take it back down to one or two page term sheet for them, so that they understand all the additional basic rights and obligations that they are now incurring and take the bills and compare it. 30% of the time they have actually over paid thousands of dollars to the landlord.
So by doing this it's another additional service that they weren't expecting and they are not paying for. That's way number one. Number two is that they don't have to ask the status on something. We let them know ahead of time. As soon as we know, they know and we set them up also to understand what the reasonable expectation is for when they should hear back on a particular item. If we make an offer to the landlord when should we hear back and as soon as we do we let them know they should never even if there is a label let them know. As, soon as we understand what the new expectation is going to be, you do not want somebody to have to ask you what is happening.
A great example that I will give is if you and I were sharing a lottery ticket together and the drawing was two nights ago and now you call me to see what happened and I tell you guess what we won. We have got $10 million to spoil. Well the question might occur to you why didn't I tell you.
So, good news or bad be the giver of the news without them having to ask you.
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