Customer Service Works Best When You Give People the Power to Do What’s Right

By
Home Stager with Room Service Home Staging

Customer Service Works Best When You Give People the Power to Do What’s Right

Lately, we’ve had the opportunity to experience the difference between customer service and exceptional customer service and the difference betweencustomer service the two is empowerment.

Recently we had one of our cars painted. Florida sun takes a huge toll on not just our skin but our cars’ paint as well.

The shop (large franchise) had been recommended by someone who specializes in vintage and restored cars.

Fast forward to a nicely done paint job but a sloppy clean up after it was worked on.


Now here’s where empowerment kicked in…

When we pointed this out to the person at the desk, they apologized profusely, stating that somehow (without blaming anyone) it had slipped through their final detailing step and that it would be taken care of immediately.

But that’s not all, the person at the desk took it upon themselves to detail our headlights (a service worth about $175) at no charge.

Rather than walking away feeling less than satisfied and vowing never to return or recommend this business, I walked away glad that we used their service.

 

Empowering your team to do what’s best for the client and making this part of your brand can set you apart from the rest of your field.

 

team work

 

Let your agents, team members, and assistants know that what they do and how they do it is an important part of your business. Make what they do more than just a job.

Empower them to what is right for the company and for the client.

 

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George Souto
George Souto NMLS #65149 FHA, CHFA, VA Mortgages - Middletown, CT
Your Connecticut Mortgage Expert

Kathy that is the kind of service that create Raving Fans!!!

May 17, 2018 03:01 PM #16
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Chris Ann Cleland
Long and Foster REALTORS®, Gainesville, VA - Bristow, VA
Associate Broker, Bristow, VA

And that is how a complaint is well handled.  Glad they made you satisfied customers, through and through.

May 17, 2018 03:55 PM #17
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Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Anthony Acosta - ALLATLANTACONDOS.COM thank you!

Gabe Sanders you are right!!!

Wayne Martin I am always impressed when people have been empowered to give good customer service. 

May 17, 2018 06:30 PM #18
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Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Dorie Dillard I know that we all can recall times when the person on the other end does just what they have been trained to do and nothing more. 

Barbara Todaro for sure. Without clients or customers, there would be no business. 

May 17, 2018 06:32 PM #19
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Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Joe Pryor exactly..do the right thing no matter who's watching. 

hi Michael Jacobs you make an excellent point!

Excellent point Jeffrey DiMuria 321.223.6253 Waves Realty  Often if we ask what we can do to remedy the situation we find that it's not that hard to do. 

May 17, 2018 06:35 PM #20
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Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Beth Atalay the first thing to do is to own it...that is to say admit the mistake and then do everything you can do to remedy it. 

Ron and Alexandra Seigel I know what you mean. It tells me that the company "gets it."

May 17, 2018 06:37 PM #21
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Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Thank you Debb Janes EcoBroker and Bernie Stea JD  And like Michael Jacobs said, the employees feel good about themselves and what they do. 

Susan Haughton Thank you for the feature in my favorite group. Companies could do a better job of empowering their employees. 

 

May 17, 2018 06:41 PM #22
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Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

JL Boney, III precisely. And, we have another car that we may take in. 

 

May 17, 2018 06:45 PM #23
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Debe Maxwell, CRS
www.AtHomesCharlotte.com | The Maxwell House Group | RE/MAX Executive | (704) 491-3310 - Charlotte, NC
Charlotte Homes for Sale - Charlotte Neighborhoods

You know, sometimes things happen and it's how you correct the issue that shows true character. I love this example, Kathy! Empowering your team/employees truly does boost your brand.

May 17, 2018 08:09 PM #24
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Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Good evening Kathy - empowering and recognizing exceptional service by managment will insure that it is repeated.                       

May 17, 2018 10:17 PM #25
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James Dray
Fathom Realty AR LLC - Bentonville, AR
Exceptional Agents, Outstanding Results

Morning Kathy.

We all look for that company who has exceptional customer service, live by a higher standard and back up what they say.  When you find it, you'll be a customer for life.

May 18, 2018 02:21 AM #26
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Jeanne Gregory
RE/MAX Southwest - Sugar Land, TX
The most important home I sell is YOURS!

Absolutely. Yesterday I had a miscommunication with an AC company on a charge to the client.  The owner of the company called me and we worked out a viable solution that was fair to all.  Will this be my "go to" AC guy?  Absolutely!

May 18, 2018 06:36 AM #27
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John Wiley
Right Move Real Estate Group- EXP Realty - Fort Myers, FL
Lee County, FL Real Estate GRI, SRES,GREEN,PSA

Kathy, what a super share from your own experience.

I love the point you make: Empower them to what is right for the company and for the client.

May 18, 2018 06:48 AM #28
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Sharon Tara
Sharon Tara Transformations - Portsmouth, NH
New Hampshire Home Stager

Things like this restore my faith in service providers. So many negative stories out there today!

May 18, 2018 07:00 AM #29
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Carol Williams
U.S.: I specialize in helping agents who have been in the business 2 years or less create a thriving business. - Wenatchee, WA
"Customized Mentoring & Marketing Services"

Hi Kathy,
If this doesn't get Featured it will be in SCS tomorrow. Customer service is woefully lacking in so many businesses.  One of the reasons I felt forced to become a business owner was to have that  power... to always do what was right.  I didn't function well in a box. 

May 18, 2018 09:15 AM #30
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Gloria Todor
Century 21 Absolute Realty - Media, PA
& Doug Durren (484) 431-3686 in SE PA

Hi Kathy, A wonderful example of customer service at its best. Good to hear!

May 18, 2018 01:31 PM #31
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude - Carlsbad

Hi Kathy

What a great example of terrific customer service because someone cares and had the ability to do what's right. I think it all comes down to the culture that is set by the owners/management in terms of how they view their customers and the company's response to them. Customer service, sadly, is not always a value or priority, and not everyone understands what it is nor do they have the power to provide it.

Jeff

May 18, 2018 08:22 PM #32
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Khash Saghafi
Liberty Home Mortgage Corporation - Cleveland, OH
Mortgage Loan Officer, Cleveland Ohio

Great business advice Kathy!!! I will definitely see how we can implement this into what we do as a company.

May 19, 2018 05:26 AM #33
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Margaret Rome, Baltimore Maryland
HomeRome Realty 410-530-2400 - Pikesville, MD
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Kathy Streib Love this post. Even if there is a problem...you have the opportunity to make it right.  Good that you said something to give them a chance to make it right.

 

"...do what’s best for the client and making this part of your brand can set you apart from the rest of your field. "

 

May 20, 2018 08:18 AM #34
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Jan Green
Value Added Service, 602-620-2699 - Scottsdale, AZ
HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN

Now that's  service.  It takes a better person not to blame someone, and taking the high road to make it right!

May 22, 2018 09:49 PM #35
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Kathy Streib

Home Stager - Palm Beach County,FL -561-914-6224
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