Guess I should start off by saying I sold a custom builders home and the bonus was a $10,000 gift certificate to the Mall at Millenia. So I have spent the first half on other people my MAC laptop a replacement iphone for my boyfriend since he already lost his 1st one and some stuff for our upcoming cruise.
We went shopping friday night and I was ready to just willy nilly spend money. I went into 3 stores one being an electronics store where I wanted to buy a new digital camcorder.
At all 3 stores I was ignored and over looked by all the people I thought hmm well forget you guys Im going else where. I went into another store asked for a pair of shoes gave her the shoe and even told her the model and yet she some how comes out with the wrong shoe. Next I explain these are the wrong shoes, she tells me I will be right back, I was on a time crunch it was already 8 pm and there were more stores I wanted to go to. So instead of going right back to get the shoes she starts talking to another customer. Im sorry was there something written on my forehead that says dont give this girl customer service.
So needless to say I didnt spend but a few hundred dollars.
But it made me think about our service.How do you treat your customers? Do you ensure that their needs are meet? That you interact with them in the way that makes them feel good? Do you educate them on your services and how you work? So they dont feel neglected because they anticipated something different? In sales customer service is all we have, so make sure to treat all your customers with great service.
Your Orlando & Lake Mary Real Estate Experts, Heather Joubran
9 Comments on Customer Service where has it gone?
Customer service is going beyond your job as a realtor to make the transition of buying or selling a home as stress-free as possible and with all parties happy.
Customer service has gone out the door. They simply do not care about the customer anymore because they can get away with it. Even though there is no customer service people still buy the product so they just figure there is no need for it.
in our line of business, if we do not provide good service the word gets out before you can blink. Good customer service is what keeps us alive. Congratulations on the bonus !
HEATHER: I think that many people that are on an hourly wage don't necessarily take a lot of pride in delivering great customer service unless the employer mandates it. That is the real problem. Great companies give great training and create great employees. Some people will naturally be very helpful regardless of training, but others just look at a job as a means to an end, particularly around holiday time, where seasonal workers are prevalent. We have to be in the customer service business, or we'll be out of the business entirely. Unfortunately, some agents treat our profession with no more regard than a seasonal worker does.
Orlando & Mary, its a sign of the times. I was at a Smoothie place the other day, the only person at the counter. The girl who takes the orders was at the other end chatting with another employee. Ding went the "the food is ready" bell, she walked right past me, never said a word, and delivered "lunch" to yet another employee, which of course was cause for another conversation. I stood there for a minute and figured that place apparently doesn't need my money so I walked out. I find myself doing that more and more these days. But when I get home, I call the manager to let her/him know what the employees are up to. I have another pet peeve, employees who are on personal calls when you approach them. OMG they should end the call just to do their job. If you have the patience you can wait it out, or walk out. Again, I walk.
Heather, back in the day many retail salespeople earned a percentage of their total compensation via commission. The commission kept them engaged with selling. Now the hourly wage, in my opinion, has eliminated any incentive.
I went shopping for a suit jacket last week. The sales associate in Penny's spent more time talking to his female co-worker while I tried jackets on and off. In Nordstrom the sales associate was very accomodating but there was nothing in my size or price range. I received great service at Joseph A. Banks becuase the sales rep kept brainstorming and digging through stock until he found me a jacket I love. At the checkout he pulled a magic coupon for another 25% off.
Orlando & Lake Mary Real Estate Agent, First Time Home Buyers & Luxury Homes Lake Mary, FL More about me…
RE/MAX Central Realty
Office Phone: (407) 805-0611
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Heather Joubran's blog is for those looking to gather information on Central Florida and Real Estate including areas such as Orlando, Lake Mary, Baldwin Park, Lake Nona, Longwood, Seminole County. In her blogs you will find information on how the current and local market is doing for both buyers and sellers, where to find the next deal in new construction or how to get your home sold quickly. Better yet check out her websites www.centralfloridaluxuryestates.com or www.myfirstrealestate.com
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Customer service is going beyond your job as a realtor to make the transition of buying or selling a home as stress-free as possible and with all parties happy.