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Customer Service...Or Lip Service...!!!

By
Title Insurance with Patriot Land Transfer, Inc.

Who in their advertising and promotional materials has not at one time or another promoted the fact that 'customer service' is one of the hallmarks of their business...  

How many truly stand behind that promise and are prepared to follow through on that promise...?  

Of course we all hope that we do a fine job 'as we go' eliminating the need for additional service after we have closed and finalized a transaction...but to the extent that we're ready and able to go that extra mile and deliver those services...is really how our professionalism and integrity are determined!!!  

Let's face it, it's easy to make empty promises...delivering on those promises guarantees success and repeat business and referrals...anything short of that is mere LIP SERVICE...and who doesn't hate that...!!!  

You see it every day...when attempting to resolve an issue who's ends have become untied...if you're lucky enough to reach a live body, they try to get you off the phone ASAP rather than help you resolve your problem...in fact, many times these 'live bodies' are not even part of the original company who rendered the initial service or purchase...they're merely 'offshore' entities paid to 'answer' phones...with nary a clue on how to resolve a problem...LIP SERVICE...!  

Or, you leave countless messages, most of which do not even begin to evoke a response...or, you're shuttled through dozens of phone prompts and messages after which you usually end up back at square one after wasting countless minutes of your time...LIP SERVICE...  

Even outside of business, LIP SERVICE is becoming fashionable...where many don't choose to listen, they just want to make their own points...how many times have you asked a question in all seriousness only to get a response that you want to hear, but that you know is phoney...???  

LIP SERVICE...ultimately is a falsehood...it is a response not intended to fulfill a legitimate need, but a modern day cop out...and an insincere and inappropriate response...either personally or professionally...

When we add up all the time and effort involved in the LIP SERVICE world...we see a lot of waste and unproductive effort...this is not appropriate behavior for anyone either personally or professionally...deliver what you promise...promise only what you can deliver...all else is LIP SERVICE...

If you don't want a lot of LIP from the customer...deliver customer service...not LIP SERVICE...!!!

 

                                                                                                

 

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Lenn Harley
Lenn Harley, Homefinders.com, MD & VA Homes and Real Estate - Leesburg, VA
Real Estate Broker - Virginia & Maryland

My business IS CLIENT service.

 

Sep 26, 2008 03:43 AM
Rebecca Schrader
Competitive Insurance of Dundee - Dundee, FL

Good morning Fran,

We've all been there...listening to someone either on the phone or face to face, giving us lip service. It happens so often, we almost "anticipate" it...my husband and I often joke around when we call certain companies you KNOW are going to give you lip service (you know, the companies that make you go through all the prompts of for English press 1, if you know your party's extension dial it at this time...for an operator please press zero...) we believe they need to add: "for the CUSTOMER NO SERVICE DEPARTMENT please press...."

Sep 26, 2008 04:13 AM
Gary Woltal
Keller Williams Realty - Flower Mound, TX
Assoc. Broker Realtor SFR Dallas Ft. Worth

Fran, good point. Valid customer service does seem to be much to much in short supply. Companies should test what they promote and not just offer lip service.

Sep 26, 2008 04:40 AM
Fran Gaspari
Patriot Land Transfer, Inc. - Limerick, PA
"The Title Man" - Title Insurance - PA & NJ

Lenn: I wouldn't expect less!!!

Rebecca: LOL, Are they not disgusting and a complete turn off!!! :)

Gary: Starting right.....................NOW!!!

Thanks,   Fran

Sep 26, 2008 04:44 AM
Anne Marie Malf
Malfi Marketing Solutions ~ for real estate professionals - Yardley, PA
Real Estate Marketing Consultant/Virtual Asst, Bucks County,PA

Hi Fran, great post.  Yes, I think we've all encountered it at one time or another and I truly can't stand when someone does it to my face - actually it happened today and totally turned me off.  I truly lose respect in that person and will do everything to avoid being in their presence.  It's unfortunate but many companies and individuals have lost the sense of customer service.  My father instilled that in me very early on and I have carried it through every job I've ever done - whether delivering newspapers as a child to how I run my own business today.  I guess I don't know any other way and don't want to disappoint dear old dad.  Sadly many kids are not being taught this very important skill...Thanks for the post and thoughts. ~Anne Marie

Sep 26, 2008 09:18 AM
Fran Gaspari
Patriot Land Transfer, Inc. - Limerick, PA
"The Title Man" - Title Insurance - PA & NJ

Anne Marie,

Your father taught you well!!! Stay the course, and you'll do well!!! Thanks,   Fran

Sep 26, 2008 10:48 AM
Celeste "SALLY" Cheeseman
Liberty Homes - Mililani, HI
(RA) AHWD CRS ePRO OAHU HAWAII REAL ESTATE

I'm client service....

Fran...that's some nice red lipstick on those lips up there lol!

Sep 26, 2008 02:31 PM
Elizabeth Nieves
The Elizabeth Nieves Realty Group - Durham, NC
Bilingual Raleigh - Durham North Carolina Real Estate Team

AMEN! Over promising and under delivering = a short career! GBU!

Sep 26, 2008 02:38 PM
Ken Cook
Content, coding, marketing, host. - Marietta, GA
Content Marketer/Creator

What do you mean actions speak louder than words. (I had this thought many times tonight during the debate and have many times over the last few weeks with my head ringing from the voluminous tripe spilling from the Hallowed Halls of Congress.) Good one Fran!

Sep 26, 2008 03:53 PM
Fran Gaspari
Patriot Land Transfer, Inc. - Limerick, PA
"The Title Man" - Title Insurance - PA & NJ

Sally: Sunburnt, I think!!!

Elizabeth: Humility is truth!!! Say what you mean, and mean what you say!

Ken: May the best debater man win!!!

Thanks,   Fran

Sep 26, 2008 04:33 PM
Todd Clark - Retired
eXp Realty LLC - Tigard, OR
Principle Broker Oregon

Just as I have a list of service providers to give my clients, I also tell them I have another list and to call me before they use any particular service and I can tell them if they are just lip service or are the real thing.

One of my first clients in business said to me afterward "Todd, you were everything you said you were and more! You completely exceeded our expectations!" Ever since that was said to me, I've tried to get that statement in every transaction.

Your word and handshake in the end our all we have far as I'm concerned.

Todd Clark, Helping Families Home - www.IFoundYourNewHome.com

Sep 27, 2008 07:38 AM
Fran Gaspari
Patriot Land Transfer, Inc. - Limerick, PA
"The Title Man" - Title Insurance - PA & NJ

TC,

A word and handshake are a person's bond!!! Thanks,   Fran

Sep 27, 2008 08:36 AM
Alexander Harb
Knights Investing - Mesquite, TX
Dallas, Texas Real Estate Investing

Fran...this sounds like a little bit of a RANT...i wonder what prompted this submission......

Customer service is PARAMOUNT!!!

Thanks for your post, bro.....

=-)

Sep 27, 2008 11:35 AM
Fran Gaspari
Patriot Land Transfer, Inc. - Limerick, PA
"The Title Man" - Title Insurance - PA & NJ

Alexander,

You guessed right again...the post was prompted by situations where you are given a 'story' to cover up the real truth...Christians must reject that temptation as staying close to Jesus means staying with the truth!!! Thanks,   Fran

Sep 27, 2008 11:43 AM
Susie Blackmon
Ocala, FL
Ocala, Horses, Western Wear, Horse Farms, Marketing

Lip service... sounds like what our franchise owners gave us all these months, before closing our office doors Friday!

Sep 27, 2008 08:38 PM
Fran Gaspari
Patriot Land Transfer, Inc. - Limerick, PA
"The Title Man" - Title Insurance - PA & NJ

Susie,

There's plenty to go around...hope some other doors open for you!!! Thanks,   Fran

Sep 28, 2008 12:14 AM
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