As we've previously discussed, it is the number one priority of appraisers to provide unbiased, independent valuations, acting as no one's advocate. In our experience and based on conversations with clients, appraisers can take this to extreme lengths, sometimes mistaking friendliness and good service for bias. As you might know if you've read our blog for a while, we are huge advocates of being friendly and building relationships with realtors and clients. So why keep talking about this? Well, in our industry, there seems to be a misconception that friendly customer service and unbiased valuation are mutually exclusive, and we disagree. Can appraisers provide great, affable service AND unbiased valuation to their clients? We believe the answer is a resounding YES. 
Our reasoning behind this is that true customer service is not a gimmick that is only used as a means to an end, but rather it stems from giving people value and respect as human beings. Appraisers should not be friendly to clients, lenders, and borrowers in order to get more deals or try to skew the value. We feel that friendliness and kind service should be given in the field of appraisal for the same reason it should be given in any other field: because ethics, for us, includes respect and kindness. We think of it as part of our services to help borrowers feel comfortable with strangers in their homes and to show compassion, especially given the fact that we usually come in during stressful times (buying a home, divorce, bankruptcy, selling a home).
We focus on 3 factors to provide great appraisal customer service to our clients:
1) Communication. If your report is taking a little longer to complete or we're running into an issue, we'll let you know. This goes for working with lenders as well. We never just let a report linger in the system for longer than promised without providing a thorough explanation as to why. On a more basic level, we make small talk and chat before walking all around the home and taking pictures, a process that understandably makes some people uncomfortable.
2) Punctuality. We've all wasted hours of our lives waiting for the cable guy to show up between 1-5, only to have him knock on the door at 5:30. It can be infuriating, and it definitely gets things off on the wrong foot. Being on time can do wonders for a great client relationship.
3) Explain what you are doing. This also falls into communication, but is really important when working in a field like ours, where most people have little to no idea what an appraisal report entails. Why are we measuring your house? Why do we need pictures of every room? Why did we not use the comparable sale you suggested? What the heck is "bracketing" and why do we keep mentioning it? While we cannot discuss value, we can answer questions about the process and about USPAP requirements. Simple explanation of appraisal terms helps assure the client of your capability and puts them at ease.
What do you think of this, appraisers & Realtors? What is your experience with customer service in our field? Do you feel your ethics are compromised when you are too friendly to your clients? Let us know in the comments!
