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Is Customer Service Still Alive?

By
Property Manager with PropertyADVANTAGE CA BRE # 01450265

The best book I have ever read on the subject of customer service is "Customer Satisfaction is Worthless, Customer Loyalty is Priceless" by Jeffrey Gitomer. If I had my way, everyone that owned a business would be required to read it. Coming from an extensive management background at a Fortune 500 Company before I found my calling in the Mortgage Industry, customer service ia part of my very being. Too bad in this day it seems to be going the way of the dinosaur. Let me share with you my biggest pet peeve: I'm at the grocery store or any retail store paying for my purchase. The check-out employee says hello, and then proceeds to talk to the checker at the next lane about how he hates his boss, what party he went to last night, how his fellow employee is such a jerk, yada yada yada. I'm sure you have all experienced something similar and maybe it doesn't bother you. Personally I find this kind of exchange among employees in front of customers highly inappropriate and embarrasing. Never mind the fact that I am treated as if I am invisible. What has happened to making the customer feel like the most important guest in the world??? Or just simple common courtesy? How would it look (and more importantly how would you feel) if I was taking your loan application and in between questions I was talking to my fellow LO about my broker or another co-worker?

Maybe I'm just getting old and my ideas of what it takes to create a LOYAL customer are outdated. I believe in personalized attention. I believe in getting to know my clients' goals and dreams for their future. I believe in educating them through the mortgage process so they can make an informed decision. I believe in walking away from the deal if it's not in the best interest of my client. I make my clients feel special, because they ARE!

While I'm not saying that I want the check-out person to ask me all about my goals and desires in life, I do expect to be acknowledged and treated like I'm the most important customer of the day (Think Nordstroms). I don't want to hear about the boss, your date last night, or any other trivial bit of information best left for breakroom conversation. Treat me with respect and I will become a LOYAL customer and more importantly I will tell others of the excellent service I have received, choose not to and I will also tell customers of the service I have received. The choice is yours.

 

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Bob & Carolin Benjamin
Benjamin Realty LLC - Gold Canyon, AZ
East Phoenix Arizona Homes
Good post. Customer service is always important.
Sep 13, 2007 06:28 PM
Rob Baldwin
US ECO-GREEN REAL ESTATE INC. - Santa Clarita, CA
REALTOR, Santa Clarita
Micki, I join you in your quest to educate the souls out there that don't realize that customer service will make or break your business, no matter what your business is. My wife has to listen to me rant all the time after I have received poor customer service. I give great customer service, and I expect the same from every establishment that I give my business to.
Sep 13, 2007 06:39 PM
Nancy Moeller
Seven Gables Real Estate - Anaheim Hills, CA

Your post is pure genius.  Thanks for sharing, as always! 

Sep 18, 2007 12:53 PM
Micki OToole
PropertyADVANTAGE - Carlsbad, CA
General Manager
Bob & Carolin, thank you for the comment.
Sep 18, 2007 05:21 PM
Micki OToole
PropertyADVANTAGE - Carlsbad, CA
General Manager

Rob. thank you for the comment. It's good to know that others get frustrated like I do.

 

Sep 18, 2007 05:23 PM
Micki OToole
PropertyADVANTAGE - Carlsbad, CA
General Manager
Nancy. thank you for the comment.....Great minds think alike!
Sep 18, 2007 05:25 PM