Are you looking to improve the quality of service in your Company?

Title Insurance with Heinrich Group

Ask, don't tell.


Are you looking to improve the quality of service in your Company?  If so I've got five words for you:


                                                                                                                    THE CUSTOMER IS IN CHARGE!


Despite beliefs held by some,  you really work for each customer that does business with us.  They have a need (or want), and have come to your business to fill that need, and they are the ones who will "foot the bill."  Yes, the customer is in charge (or at least should be).  You need to remember that.  More importantly, you need to behave like you remember it.  How do you do that?   You do it by asking rather than using phrases like:


May I put you on hold while I look into this?.....instead of---- I will put you on hold and check.


Do you mind waiting while I find out for your?.....instead of---Wait here, and I will see what I can find out.


What would be a good time for me to get back with you?....instead of---I will call you with an answer later today.


For some reason, a lot of people in our industry have lost sight of a very important principle:  service is about doing things at the customer's convenience, not the server's.  Don't be one of them.  Ask instead of tell, and you will not only demonstrate that the right person (the customer) is in charge., you will also extend a common courtesy that lets our customers know they are valued and appreciated.  Make sense? (that was me asking....instead of telling).


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StapletonHomeTeam KnopHomeTeam Distinctive Properties
Distinctive Properties - Denver, CO
For an UnReal Estate Experience call the Knop Home


Great reminder. Especially as hopefully we all get busier, it becomes harder to remember but a little check on yourself is always a good thing to do to make sure you don't become someone you wouldn't want to do business with.


Jan 28, 2011 02:11 AM #1
David Companik
Keller Williams Realty - The Woodlands - The Woodlands, TX
Realtor ▪ The WoodlandsTX ▪

*nods* Words convey a great deal of meaning. Thanks for the reminder that what we say reflects - and instills - the feelings we have toward those we serve.

Jan 28, 2011 03:14 AM #2
Ricki Eichler McCallum
CastNet Realty - Corpus Christi, TX
Broker,GRI,ABR, - Your Coastal Bend Home Source

Very good lesson, we all need to be more considerate and especially of our clients.

Jan 28, 2011 01:09 PM #3
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