What has happened to customer service? Does it exist any more? When was the last time you went to the customer service desk at Wal-Mart and had to wait in line for 20 minutes just to be greeted by a very unthusiastic clerk, carrying on a conversation with another clerk about when their next break would be. The last time I called my cell phone customer service number it took me several attempts to manuver correctly through the automated system just to be put on hold for 12 minutes waiting for the "next available customer service representative." When I finally got to talk to a live a person they had no idea what I needed so I was put on hold again to be transferred again. After the 3rd transfer I was finally told that I would need to call another number for assistance! To say the least I was a little flabbergasted! I didn't call the other number given to me, I finally figured out what I was inquiring about on my own (maybe that was their evil plan from the beginning). Last Friday night I went to HEB, our local grocery store. I had my 3 kids (all 5 and under) and I was worn out from a very long week. I was at the last stretch of the exasperating shopping trip, watching my items being scanned, my youngest crying in the seat of the cart, my other 2 boys were trying to pilfer the too tempting candy stands when the sales clerk informs me that I had chosen the wrong size of ice cream for my free coupon. She then proceeds to ask me if I still want to get the ice cream and if so I needed to go find the right size. I know I looked at her like she was from Mars. Because I was thinking that she couldn't be serious. Would it really be too much trouble for her or another clerk go exchange the ones I got for the correct size? I guess so, since I had to get my little one out of the cart, round my other two wild ones up and go scurrying across the store in search of quart sized ice cream containers. Then to top it off when I got back to the cart they had filled it up with the bags and not left a spot for my baby to sit. So I finally get a spot for him and I'm waiting for the clerk to get me rung up when i realized she is just now taking off the other ice cream from my bill. What in the heck was she doing while I was running around like a crazed woman?
As much as I like to save a penny and bargain shop, I have come to realize that I don't want the price of savings to be the loss of customer service. I know that I am not the only one who feels this way. At this stage in my life I would much rather pay a little bit more and receive over the top service. As I think about this thought I think I would have been willing to pay a little extra for good service even when we were barely getting by paying the bills. Why isn't great service given in return for my business and loyalty?
The longer I am in real estate, I realize that the lack of great service is not immune to my industry either. I have co-oped many transactions where the other agent is not taking care of his client. I have received many phone calls late at night from the other party distraught, trying to get some of their basic questions answered. Where was there agent? This is part of their very basic job description and yet I am having to help them out without causing a conflict with my client.
I want to challenge you as a professional, to create favorable and lasting memories in your clients' minds. As Ken Blanchard says, create raving fans. Raving fans will be your most effective marketing you will have ever created. You business will grow much faster through referrals. I think you might be surprised. Find a way to put your signature mark on everything you do.
I am constantly on the look out for over the top service. I would love to hear about a memory you have or one that you created for a client.
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