I took the time to read a very interesting article that was written by Christopher Elliott who is a travel contributor for MSNBC.com this morning. What struck me was how similar his views were on customer service in the travel industry and the real estate industry.
Granted, Customer Service is of utmost importance in my real estate business and if truth be told, I am sometimes not the best at providing it. Not by lack of effort or care for the client, but becaus I am either too busy doing other tasks or just failing at it. Customer Service should be the number one thing I strive for after lead generation in my business. This is one reason that I recently brought on an agent to help me with this.
I still do what I can to make the customer / client happy, but Brenda is always there to help in any way possible to make sure we are doing all I can to make them happy.
Here is a link to Chris article, but I wanted to offer my points along with his.
1. Join a loyalty program
Even though loyalty programs tend to benefit travel companies more than they do you, and even though I’m on the record as calling them the crack cocaine of the travel industry, being an elite-level program member means something.
Matt's View: 1A. A Loyalty Program is a great idea in the Real Estate business. Why not start one. Granted it might take years to have even the first person use it, but if they tell their friends about what I am doing maybe it will get me in front of someone I would not otherwise.
2. Ask a friend.
“I think the best source for a company that offers good customer service is always word-of-mouth,” says Paco Saldana, the director of guest services at The Ritz-Carlton, Amelia Island. (Incidentally, one of my all-time favorite hotels.) What’s so effective about word-of-mouth, as opposed to a Web site? Easy.
2A. Matt's View: This is a no-brainer. We all want those whom we have served to refer us to their friends, neighbors, relatives, etc. But do we go out of our way to make sure that everyone knows that we want referrals. I don't. I should, but I don't.
3. Do a little networking
You probably have a lot more friends than you know, if you count the ones online. Social networking lets you exchange information about customer service with people you know and their friends. “All the social media tools, like Facebook, Twitter and Flickr, allow us to share our good and bad experiences and for people to act based on this feedback,” says Jason Sarracini, president of Target Vacations Limited.
3A. Matt's View: Networking is King. If we are not networking everywhere we go then you are not going to stay in or be successful in business. One thing I struggle with is being overly outgoing in places I should. Grocery store line, ballpark, etc. I know I should be telling everyone I meet about what I do, but I don't. Need to really work on this one.
4. Consult with a pro
Travel agents (yes, they still exist) can tell you which travel companies outside of the usual suspect will give you good service. And who knows, they might find a deal, too. “As much as possible, try to cultivate a relationship with one travel professional,” advises Catherine Banks, owner of Plano, Texas-based Legacy Travel.
4A. Matt's View: Duh. Consultation with an expert is HUGE.
5. Do your homework
“Research your target,” says Richard Atkins, chief executive of the customer-service training company Improving Communications. A simple online search with the keyword “review” will pull up lots of opinions about the airline, car rental company, cruise line or hotel you’re interested in patronizing. “Disregard the emotionally-charged ones — statements like ‘the place was run by a bunch of third-grade idiots who seemed to take pleasure in making us suffer’ — and pay attention only to those that are factual,” he adds.
5A. Matt's View: Every Buyer or Seller should do their homework, and if I have done all of line items 1-4 well already then I should at least be in the "mix" when it comes to buyers and sellers. How well are you doing to make sure your homework grade would be an A+ in others minds.
6. Look for the good employees
They’re easy to spot. They’re usually the ones smiling.
6A. Matt's View: No a whole lot to talk about here. If you or your employees are not happy doing what you do, why are you in the business.
7. Make a request
True, we expect customer service representatives to read our minds, but when you’re processing dozens of customers an hour, who has the time for that? “Ask yourself: Who will care that I receive great service?” says Kristina Hughes-Arntz, the director of sales at Aikens Group Hospitality in Virginia’s Shenandoah Valley. Find that person and ask. Anything from a room upgrade to a special favor may be granted, if you give them a reason to grant your wish. Hughes-Arntz calls this the “Aladdin Factor.”
7A. Matt's View: I love it when my clients or prospective clients ask me to do things for them. I might not be able to do it (reduce my commissions) but at least I know they will be up front and talk to me about those items that they want and need. No one said we have to always say "Yes".
Anyway, long post but I enjoyed writing it and now must go out and make sure I am doing everything I suggested and commented on. Make it a great day!
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