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It's all about the paycheck baby!

By Angie Vandenbergh

Services for Real Estate Pros with Crye-Leike, Realtors

July 31, 2007 02:18 AM

Everyone always says they have - great customer service. Some even boast exceptional customer service. I've never seen a sign that says - We could care less about you our customer. It's all about the paycheck baby! So that leads me to believe that people don't mean to give poor service - they either don't know what is good/bad service to someone else or they don't know how to create environments that are conducive to good customer service or they have good intentions, but aren't able to actually produce results. Many times we slip into patterns and just repeat over and over.

half star of service
Customer service has become so poor in many industries that I see people writing stories of excellent customer service they received, when a company did what they said they were going to do. Now don't get me wrong; delivering what you promise would be an essential element of customer service. But have things gotten so bad that that's all we expect? To get what we ask for or to get what was promised?

I expect more. If I get what was promised to me I consider that neutral service. If I don't get what was promised that is a poor experience. If you want to go into the 'excellent or exceptional' category I need to get more. Not just more than I would get from the places offering 'poor' service.

Are you trapped in a pattern of service?
Have you asked your customer what they expect? (some think Realtors should wear hats)

It's so rare that I receive exceptional - 6 star customer service. It is so rare that I remember exactly when it happens. And next time I need that service or know someone who does - I'm going to the place that's nice to me and takes that extra step.

6 star exceptional customer service

Think about the service you provide and how you can improve it. Everyone can always improve.

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Sharon Simms

Coastal Properties Group International - Christie's International - Saint Petersburg, FL

St. Petersburg FL - CRS CIPS CLHMS RSPS

We not only remember exceptional service, we talk about it. That's the basis of viral marketing.

Jul 31, 2007 02:23 AM

Andrew Trevino

ADT Real Estate - Wilkes Barre, PA

Wilkes-Barre Homes For Sale

Angie, I always strive to give exceptional customer service. It is like you describe though, I can give good customer service and, compared to the industry standard, it's as if I've gone above and beyond for my clients. I have had some clients rave about how well I've treated them, but in my mind I've done nothing special at all. I think if we all strove for exceptional there might be a few less jabs taken at us in the media.

Jul 31, 2007 02:25 AM

Brad Snyder

Sierra Vista Realty - Sierra Vista, AZ

GREAT POST! You are so right....... everyone says they have excellent customer service, but how many actually do? Getting service so good that you talk about it, happens far too rare anymore.

Jul 31, 2007 02:28 AM

Angie Vandenbergh

Crye-Leike, Realtors - Memphis, TN

A Crye-Leike Blogger

Sharon - So true. We are always telling friends/family - wow can you believe this happened to me when its good and wow can you believe this happened to me when its bad :)

Andrew - Excellent point. I think many times people have encounters that truly are poor. It is really too bad. You have some modesty/humbleness about your service...which leads me to think that you truly may have exceptional service. That's nice your customers are giving you good feedback. That's always nice to hear.

Jul 31, 2007 02:30 AM

Cynthia Sloop

Community Association Manager - Indianapolis, IN

Customer Service in so many areas has become a thing of the past. At least that's my experience these days.

Jul 31, 2007 02:34 AM

Brad - It is certainly one thing to say your give great customer service and then another to actually give it.

Cynthia - Yes, it really seems that way. I really dread having to call the cable company :)

Jul 31, 2007 05:14 AM

Kathy McGraw

CELLing Realty - White Water, CA

Riverside County CA Real Estate

Absolutely....Just yesterday I asked our International Representative to pick our clients brother up at the airport . He flew into the country to finish some important documents, and sign the Sales Contract. One agent (from our collaborating Company) said:

oh, I don't drive....but we have good taxi's though, tell him to take this one.

Our Representative (from our Co.) rearranged her schedule, picked him up, and drove him to the few places he needed to go. She also exchanged phone numbers with him in order that he would have the contact information.

Now, when I say we give good, would you agree????? It isn't what we say that counts, but what we do.

Jul 31, 2007 05:30 AM

Kathy - Great example. That was very nice what your rep did. I'm sure it made the process easier for your customer and that they appreciated the extra effort. We certainly don't want to be the ones that are hard to do business with :)

Jul 31, 2007 05:52 AM

It's all about the paycheck baby!

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