Are You Merely Giving Lip Service to YOUR Customer Service?

By
Home Stager with Room Service Home Staging

Are You Merely Giving Lip Service to YOUR Customer Service?

 

Much as been written about customer service, and not just here at ActiveRain. Since our move, Larry and I have had a lot of exposure to customer servicethe customer service representatives from a wide variety of companies.

 

What is it about doing the right thing for your customers AND for your business that seems to be missing in the business plan of some owners?

 

As Grant Schneider has written about many times...you have to create a set of core values that you use to guide your company. You not only have to believe in them, but you also have to practice them.

 

Good customer service isn’t just a label that you put on your website or social media, it IS WHAT YOU DO.

 

What you can do…

~Make sure that every employee knows how to do their job.

Make sure that there is ongoing education about fees, policies, special offers, etc.  Implement cross-training where you can.

Years ago I was in a national restaurant chain and had been overcharged. The cashier had to ask her manager how to give me a refund. And yet, after she spoke to her manager (who by the way, did nothing to help assist her employee) the cashier asked if I would take a Gift Card for the amount because it was easier for her to do.

"That’s not my job" shouldn’t be a response.

 

focus on service~Remember that every employee is a representative of your company.

If you have someone who answers your phones or are a part of your team, they need to understand the importance of what they do. They need to be made to feel a part of the whole team.

~Remember that good customer service and doing the right thing can sometimes mean not getting paid, offering a discount, or offering something to “ease the pain.”

Just today Larry called a small company to inquire about an order he’d placed. The owner was very apologetic and explained the delay. He offered to refund the money. Larry understood and said he still wanted the item. The owner offered to throw in a cable and some other items to make up for the delay.

~Remember to take a moment and think about how you would like to be treated.

It’s as simple as that. No matter who we are or what we do, we all experience situations where the customer service is either going to fail or exceed our expectations. What would you want if you were in the customer’s shoes???

~Empower your team or employees to do what they think is right

Don’t have so much structure that they can’t take it upon themselves to do what’s right for the customer.

 

quality service

 

With all of the talk about the changes going on in the industry, providing over-the-top customer service can ensure that your clients will return and refer others as well.

 

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Re-Blogged 1 time:

Re-Blogged By Re-Blogged At
  1. Ginger Harper 04/12/2019 08:41 AM
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Ambassador
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Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Wayne Martin the consumer doesn't interact with Jeff Bezos when they purchase something from Amazon. So it's so important for their customer service is on top of everything. 

Barbara Todaro that's it exactly, service above and beyond. 

Apr 11, 2019 01:32 PM #10
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Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Grant Schneider I love it when we see employees who have been empowered by management to do what they think is right for the customer. 

Ron and Alexandra Seigel this is exactly true!  Companies can lose a lot of business if they're not on top of this. 

Apr 11, 2019 01:34 PM #11
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Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Michael Jacobs you put it perfectly...customer service is not just a department. 

Apr 11, 2019 01:34 PM #12
Rainmaker
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Will Hamm
Hamm Homes - Aurora, CO
"Where There's a Will, There's a Way!"

Hello Kathy, I do as much as I can for my sellers for sure.  Someone stole my Flyer solar box yesterday and when they call me I took a new one out.  It is my service. that I care about.

 

Apr 11, 2019 02:34 PM #13
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Anna Banana Kruchten CRB, CRS 602-380-4886
Phoenix Property Shoppe - Phoenix, AZ
Arizona's Top Banana!

Hi Kathy Streib this is a HUGE subject for service people, including all of us. Recently I've had excellent service and mediocre service at stores and restaurants. Guesss where I'll be going back to again!!

Apr 11, 2019 02:43 PM #14
Rainmaker
1,482,777
Beth Atalay
Cam Realty and Property Management - Clermont, FL
Cam Realty of Clermont FL

Hi Kathy Streib, sometimes we underestimate how poor customer service affects our business. People don't spend money to be treated badly, we owe our customers/clients to give them the best.

Apr 11, 2019 03:26 PM #15
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George Souto
George Souto NMLS #65149 FHA, CHFA, VA Mortgages - Middletown, CT
Your Connecticut Mortgage Expert

Kathy good customer service is requires action and not merely words.

Apr 11, 2019 04:21 PM #16
Rainmaker
2,189,278
Elizabeth Weintraub Sacramento Realtor Top 1%
RE/MAX Gold - Sacramento, CA
Put 40 years of experience to work for you

Oh, man, don't get me started. I went to MLS today to hand in my display key since I no longer use it, and instead, the guy canceled my MLS service! I didn't discover it until I got home, and man I was on the phone pushing him to reinstate it. He didn't ask me if I wanted my service canceled, he simply assumed it.

Apr 11, 2019 04:30 PM #17
Rainmaker
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Dorie Dillard CRS GRI ABR
Coldwell Banker United Realtors® ~ 512.750.6899 - Austin, TX
Serving Buyers & Sellers in NW Austin Real Estate

Hi Kathy Streib ,

Oh this post is so appropriate in today's market place! Glad to see it featured..great customer service is the key to repeat business!

Apr 11, 2019 04:32 PM #18
Rainer
331,196
Raymond Denton
Homesmart / Evergreen Realty - Lake Forest, CA
Foothill Ranch Specialist

We wanted to show 6 homes yesterday, but only showed 4, because the Agents of the other 2 homes didn't return our call.  Their notes in the MLS said we needed to call them first, and we did, 24 hours in advance.

I told Valorie I wish I could call their Clients, to let them know what a disservice their Agents were providing them.  Why do you tell me I've got to call you to schedule a showing, if you're going to ignore me?  How many Buyers are they passing up?

I visited their websites, and read all about how great their service was ... Bozo Realtors.

Apr 11, 2019 07:35 PM #19
Ambassador
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Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Will Hamm you put your clients first and that's what makes you the professional that you are. 

Anna Banana Kruchten CRB, CRS 602-380-4886 Anyone in a service business needs to be mindful that they are serving up more than meals or clothing. 

Apr 11, 2019 07:45 PM #20
Ambassador
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Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Beth Atalay consumers have so many options these days that we have to remember that no matter what we offer- our skills or a product- our clients can always go elsewhere. 

Apr 11, 2019 07:49 PM #21
Ambassador
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Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

George Souto we have to show them that we mean it. 

Elizabeth Weintraub Sacramento Realtor Top 1% it sounded like all he wanted was to get you processed and gone!!! 

Thank you Dorie Dillard CRS GRI ABR Larry and I discuss this almost every time we are eating out. 

Apr 11, 2019 07:53 PM #22
Ambassador
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Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Raymond Denton Exactly! What a disservice they're doing to their sellers as well. 

Apr 11, 2019 07:54 PM #23
Rainmaker
2,726,650
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

I make sure I have that much integrity before I go into situation or too far into the next thing. Integrity is all we have as people and as business people.

Apr 11, 2019 11:02 PM #24
Rainmaker
279,229
Shirley Coomer
Keller Williams Realty Sonoran Living - Phoenix, AZ
Realtor, Keller Williams Realty, Phoenix Az

It is often surprising when we have a problem and someone quickly and easily resolves it.  Sometimes we are only looking for a simple apology for the situation.  This blog should be a MUST READ for many companies and their employees!

Apr 11, 2019 11:45 PM #25
Rainmaker
2,805,249
James Dray
Fathom Realty AR LLC - Bentonville, AR
Exceptional Agents, Outstanding Results

Morning Kathy.

For the most part customer service is a thing of the past.  there are exceptions, it seems Larry has found that exception  

Apr 12, 2019 12:24 AM #26
Rainmaker
1,389,402
Kat Palmiotti
Grand Lux Realty, Monroe NY, 914-419-0270, kat@thehousekat.com - Monroe, NY
The House Kat

Oh, this is something that I think about a lot. Customer service, make that excellent customer service, is SO important in every industry. Those who do it will be way above everyone else.

 

Apr 12, 2019 02:37 AM #27
Rainmaker
2,415,403
Richie Alan Naggar
people first...then business Ran Right Realty - Riverside, CA
agent & author

We forget this simple test of point of view i.e. customer service..service customer

Apr 12, 2019 06:53 AM #28
Rainmaker
1,515,712
Mike Cooper, GRI
Cornerstone Business Group Inc - Winchester, VA
Your Neighborhood Real Estate Sales Pro

Kathy, this is a hot topic in my life. I run into extraordinarily poor customer service on a weekly basis. When I get good customer service, I want to cheer and send the company a thank you note. 

Apr 13, 2019 05:50 AM #29
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