Our Service Stinks, But We Work Cheap!
Would you go to a business with this type of ad? Of course you wouldn't. But, isn't this what a lot of businesses deliver?
I was recently reminded of a statement that I once read was discovered on a papyrus found in the tomb of Tutankhamen. It said, "Good service is not hard to give, it is merely hard to get."
We in the businesses associated with real estate have a sales oriented attitude toward service, which gives us an advantage when it comes to customer service. Knowing that if we give poor service to one customer the word will get around, and our future business will be affected.
According to Joe Girard (Guiness Book of world records "Greatest Car Salesman"), "everyone has a sphere of influence of 250 people." Joe attained these figures from the average number of people who attend a wedding or a funeral. He went on to state that, "if you do a good job for someone, they may tell one, maybe even 10 people about it. If you give poor service, or fail to deliver on what you promised or implied, they will tell all 250 friends and relatives."
We must be especially careful that all of the people who represent us in dealing with our clients are held to the same standards as we hold ourselves.
We may depend on our livelihood by delivering professionally, but the people who are not directly paid by making a sale, may not have the same ability to "smooze" as we do, and why should they?
We cannot expect a person we hire to do a specific task at an hourly wage to have the customer service skills identical to ours. Again, why should they? If someone I hire can do my job as well as I can, then they're either working for too little, or I'm earning too much!
For those of us in sales, we are all in a service business. In order to stay in business, we must make certain to deliver. For that reason, we just need to remember; "Inspect what you expect" when dealing with subordinates.
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