Keeping You Informed- My Kind of Client Service

By
Home Stager with Room Service Home Staging

Keeping You Informed- My Kind of Client Service

 

Most of us have our pet peeves about client/customer service. One of mine is not being kept informed of steps and procedures. 

 

Several weeks ago, when I had some routine annual tests done at the Methodist Hospital near me, I was terribly impressed with how everyone at the hospital went out of their way to make all visitors and patients feel comfortable. 

 

 

This is a large facility and it would be easy for anyone to get lost or turned around. But when I came through the door there was someone to point me in the right direction and then also tell me what would happen after that. 

 

After checking in and going to the waiting room of the Women’s Center, I was greeted by a lovely lady who told me that Andrea would be coming out for me. 

 

It’s so nice to know that when you’re sitting there waiting you haven’t been forgotten. 

 

And when Andrea came to get me and was readying me for my test, she gave me the name of the next young lady who would perform the next test. 

 

Each step of the way I was never left wondering which way to go or what would happen next. 

 

They even had a robe and gown warming for me AND a cute pink tote to place my clothing in and take home. 

 

This was not a one-time occurrence. I received my shots at Methodist in the spring and was again in awe of how organized everything was.

 

It’s not just about the service I received. It made me think of the service clients want and need from any business they’re dealing with.

For example, I think of those agents who walk their buyers and sellers through all the transactions and keep them informed along the way. 

 

Their clients aren’t wondering what happened to their agent. They know exactly what the next step will be. 

 

People want to be kept in the loop. They don’t want to feel forgotten or like they have to find someone to ask for help or directions. 

 

The best way to grow and maintain your business is to focus on the quality of service you provide for your clients. 

 

Comments (38)

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

Kathy that was impressive service and communication, especially for a hospital.

Jun 15, 2021 01:54 PM
Anna Banana Kruchten CRS, CRB, Phoenix Broker
HomeSmart Real Estate BR030809000 - Phoenix, AZ
602-380-4886

I so agree with the quality of service Kathy!  That has always been our goal with our clients.  Going above and beyond for them, no matter what it takes is what we do consistently.

Jun 15, 2021 02:40 PM
Carol Williams
Although I'm retired, I love sharing my knowledge and learning from other real estate industry professionals. - Wenatchee, WA
Retired Agent / Broker / Property Manager

Hi Kathy,
Making people feel special is the key to success.

Jun 15, 2021 02:59 PM
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Wayne Martin I agree unless it's a very pleasant surprise. 

Sham Reddy CRS thank you. Always appreciate your stopping by. 

Ed Silva you said it perfectly. 

Jun 15, 2021 06:42 PM
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

 appreciated how much care they put into making everyone feel so at ease. 

Jeffrey DiMuria 321.223.6253 Waves Realty I remember sitting in a hospital in South Florida waiting for a test. It was late in the afternoon and I could see people leaving. No one was around and I had to go and track down someone to make sure I'd not been forgotten. 

Jun 15, 2021 06:53 PM
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Brian England I agree. It could be the difference between a return client and a referral or nothing. 

Kat Palmiotti it's a lot easier to handle the bumps in the road when you know that your agent is right there with you. 

Jun 15, 2021 06:58 PM
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Michael Jacobs exactly! And when you do clients and customers can enjoy their experience without worrying. 

Bob "RealMan" Timm funny you should mention donuts. I picked up some for my family recently and the person at the drive-thru window lacked any customer service skill and got my order wrong!

Jun 15, 2021 07:02 PM
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Grant Schneider I agree...you CAN tell!!!  It starts at the top and trickles down. I've seen many companies where it works too. No matter what restaurant or store you go into, everyone is smiling and offering great service. 

Roy Kelley Thank you. Hope that you and Chef Dolores are getting out with your cameras. 

Jun 15, 2021 07:05 PM
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Ron and Alexandra Seigel Each time I walked out thinking "what great service!" Isn't that nice to have!!!

Joan Cox that is the kind of service that will set you apart!

Debb Janes EcoBroker and Bernie Stea JD exactly. When I returned to Houston, I looked for doctors who were affiliated with Methodist. 

Jun 15, 2021 07:10 PM
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Rocky Dickerson Thank you!!!  When you walk out and aren't thinking "glad that's over" but rather "wow...what service!" that's remarkable. 

Sheri Sperry - MCNE® and that's what makes a good agent and one that clients want to return to. 

 

Jun 15, 2021 07:16 PM
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Will Hamm that was a good lesson to learn and it has served you well. 

George Souto I've been lucky with my dentists here and in Delray!  They know how to make us feel comfortable. 

Jun 15, 2021 07:19 PM
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Anna Banana Kruchten CRS, CRB, Phoenix Broker people know when they can depend on you to help them and that's important. 

Carol Williams that's it in a nutshell. 

Jun 15, 2021 07:21 PM
Paul S. Henderson, REALTOR®, CRS
Fathom Realty Washington LLC - Tacoma, WA
South Puget Sound Washington Agent/Broker!

Customer service has always been job one in my book too Kathy Streib 

Jun 15, 2021 08:08 PM
Endre Barath, Jr.
Berkshire Hathaway HomeServices - Beverly Hills, CA
Realtor - Los Angeles Home Sales 310.486.1002

Kathy loved your post and I am all about what service I expect and demand from my service providers I try to do that and go above it with my clients, Endre

Jun 15, 2021 11:08 PM
Myrl Jeffcoat
GreatWest Realty - Sacramento, CA
Greater Sacramento Real Estate Agent

You are so right about keeping clients informed, Kathy.  The other day I placed an order for shirts from a "reputable" on-line vendor.  They processed my payment, but gave no shipping information.  When I questioned about time of shipment, they gave a song and dance about their supply, and this and that, but were very evasive about when the shirts would actually be shipped.  If I don't get an adequate response or a shipping date within a few more days, I will cancel the order.

Jun 16, 2021 01:29 AM
Myrl Jeffcoat
GreatWest Realty - Sacramento, CA
Greater Sacramento Real Estate Agent

CONGRATULATIONS Kathy, on having this blog FEATURED in the Old Farts Club group!  

Jun 16, 2021 01:35 AM
James Dray
Fathom Realty - Bentonville, AR
Exceptional Agents, Outstanding Results

Morning Kathy.

We were in Oklahoma yesterday just for an overnight trip.  We went to a restaurant that is owned by someone famous on The Food Network.  The waitress was not friendly at all, the food was not hot when we got it.  My wife is going to write a review, it is not going to be a good one.  So disappointed, however it is good to know that some places are attentive to their clients.

Jun 16, 2021 02:15 AM
Sharon Tara
Sharon Tara Transformations - Portsmouth, NH
New Hampshire Home Stager

Sounds like a perfect experience, Kathy. It is so nice with you feel like the staff actually cares!

Jun 16, 2021 09:33 AM
Chris Ann Cleland
Long and Foster REALTORS®, Gainesville, VA - Bristow, VA
Associate Broker, Bristow, VA

So important to let our clients know what's happening next as we move through transactions.  Have gotten in the habit of putting together a roadmap email for them once they go under contract outlining the ins and outs.

Jun 18, 2021 06:15 PM
Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

That's an excellent example of the kind of service we no doubt all hope to have...and hopefully deliver in our business. Knowing what's happening next, without having to ask, is huge. And, of course, the follow-up is key!

Jeff

Jun 18, 2021 07:37 PM