Working For Your Clients’ Clients.


Last week one of our clients emailed me and asked if they could refer one of their clients to us. It was like a big teddy bear hug — it felt comforting to know we had made an impression. And, this is a company for which we had only accepted one project so far.

This is a perfect example of the right way to obtain business from your clients’ clients. Not just a referral to an outside source, but another step up the ladder so to speak. Which pretty much puts you in a different position with the client who is referring you. A position of immense trust.

From what I experienced early on in the REO industry, contractor information was not passed on so quickly. This is because, in doing so one was cutting themselves out of the equation. To give your contractor’s info to your client was dangerous, because, what if they were more satisfied with your contractor’s direct service than yours? What if your contractor, God bless his soul, took your business away from you?

I have to admit this fear has followed me on occasions when it became necessary to pass on my contractors’ information to a client. I’ve worked with architects, excavation contractors, demolition experts, engineers who knew far more than me about their field and how to professionally convey what was needed to consult my client on an issue at the time. I’d see my contractor making direct contact with the client and worry that a short time later I could wave that client goodbye.

But, as far as I can tell, this has never happened. I’ve never lost a client that meant something to a shark-like contractor yet.

Conversely, when we were ramping up as a company it was tempting to go after clients’ clients. We were hungry for work and there were times when we were put in contact with someone higher on the chain of command to get special instructions, etc. When you are hungry, you follow crumbs to the table where the food is served. That was the temptation for us — to go to the source itself and overstep our current client for bigger and better business. We followed through with this on some occasions. We honestly weren’t very good at it. And, the few times we did this the business we had gained did not pan out.

But then, there are those companies we used to work for who we cannot foresee getting more business with. We have no issue with calling some of their clients up and introducing ourselves. In doing so, we lean on some of the few correspondences we have had in meeting the needs of the intermediary. We’d ask them to try us out and then the rest is history.

As a matter of fact, the very client I mentioned earlier who emailed me last week and asked if they could refer us to one of their clients was met this way. Call it the Circle of Life.

For all intents and purposes, we are not competitors. We do not look for an opportunity to steal business away from someone else. We don’t Google search our clients’ clients to shoot the gap. We don’t even make it our highest goal to take money away from other companies like us. We’re just looking for the right relationships in building our company and improving the industry. We’re selective about who we work for.

If we are given an opportunity, however, to gain business with our clients’ clients, whether it comes in the shape of a referral or through our own efforts after losing business with said client, we will not refuse it.

Integrity REO Solutions doesn’t feel we compromise our integrity by meeting the needs of our clients or their clients well.

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