This is a very good thread. I have to wonder myself which is more important. I kind of agree with Doug, in that the product MUST be excellent. Meaning the report must be detailed, reliable, accurate, etc. The service on the other hand, well if it takes a couple of days to get back it is still of great value.
However, if the search is back in 20 minutes, but missing several liens, there really is no value. You can have the best service in the world, however, if the product itself is lacking, what good is it?
I think that lately our industry has forgotten this. The clients don't appreciate the time it take to provide a quality product. They just want it now! They perceive that there is more value in a fast delivery than a reliable product.
I think that if all products were the same, then yes - the service would be the deciding factor. Or maybe the price, in some cases. Unfortunately, the product isn't all the same. There are many abstractors out there passing off substandard work and the clients don't know the difference - so long as it is delivered on time.
Just my opinion, here.
Robert A. Franco
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