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Say it with service........and say it loud, say it proud!

By
Title Insurance with Bell Title /Triserv LLC

Now that is what separates the professionals from the wannabes.

When a customer calls 7 times in 2 hours because they are concerned about a potential problem, what do you do?

Do you hide?                                                                                       Wrong

Do you look at the caller ID and ignore the call?                                      Wrong Again

Do you turn off the phone?                                                                   Nope

Do you Answer the call and get frustrated and angry with the customer?     Negative

Do you blame and not take responsibility for the problem?                      NYET

 

         Or

Do you do whatever it takes to satisfy the customer...............which includes:

~Actually answering the phone for the umpteenth time                                         

~Remain calm

~Always be professional

~Saying the right thing

~Doing the right thing

~Staying up late with the customer

~Resolving the issue immediately and if not then giving a time table to the customer for their edification

~Calling back as a follow-up after the issue has been resolved

~Smiling the entire time

~Calling back the next day to thank them for their business

~Performing Loss mitigation to make sure the issue or problem does not occur in the future

Unhappy customers are a fact of life and sometimes no matter what we do, no matter how much planning we do or how much experience we bring to the transaction, things happen! (this is a given) and sometimes negative things happen! But knowing how to handle a potentially negative experience can make the difference between a happy customer or an unsavory one. I can promise you this though. If it is not handled in a professional and timely manner, it will only fan the flames and be ten times harder for every minute is wasted avoiding it.

The Right Answer Every time?

Customers deserve the best .......PERIOD!

 

Thanks for stopping by and Stay sharp

 

To your success

Until next time my friends,


LEADING EDGE TITLE SOLUTIONS

Matching experience with technology to give

you the edge to be a mortgage industry leader

 

Bo Hussung

Vice President of Sales

phone ~ 615-438-7300 fax ~ 678-261-1594

email me ~ bhussung@cogentca.com

web ~ www.cogentca.com


Comments (9)

Jason Romrell
Business Attorney and Success Advisor - Los Angeles, CA

Excellent advice across any commercial industry.  Now get the cable TV and cell phone providers to listen and do!  :)

Sep 18, 2008 03:20 PM
Bo Hussung
Bell Title /Triserv LLC - Nashvle, TN

Jason, no kidding! They just seem to be getting worse. Perhaps I could do some consulting :)

Hey thanks for stopping by

Bo

Sep 18, 2008 03:22 PM
Aslan Realty Advisors, LLC
Fort Myers, FL
Staying a step ahead with Pride!

Just a question:

When are the times that you turn off the phone?

Do you ever find that sometimes, your personal life is your personal life. Time spent with family, and away from the office(which...office hours vary for many people, but there is such thing as "time off")

If you don't remember yourself ....you may get burned out and loose that enthusiasm for your "on call" or "floor time"!

Best regrads,
PR

Sep 18, 2008 03:24 PM
Bo Hussung
Bell Title /Triserv LLC - Nashvle, TN

Paige, That is a great question and for those of us in the business of helping our customers, it is a fine line we must all walk. However that line has to be determined by each person. For me it is non negotiable, it stops @ 6:00 every night and starts @ 8:00 the next morning. I have a dedicated team of professionals around me all the time, so I know that my customers are always being taken care of, no matter what the hour. If there was a problem I know about it the next day and it is dealt with but usually more a loss mitigation so procedures are put in place to insure it never happens again. But the bottom line is a trust the people I have around me to do their job effectively and professionally.

Thanks for you comment

Bo

Sep 18, 2008 03:40 PM
Richard Weisser
Richard Weisser Realty - Newnan, GA
Richard Weisser Retired Real Estate Professional

Bo...

Another top notch post and is an excellent "checklist" for proper customer service! Great job.

Sep 18, 2008 05:02 PM
TeamCHI - Complete Home Inspections, Inc.
Complete Home Inspections, Inc. - Brentwood, TN
Home Inspectons - Nashville, TN area - 615.661.029

Bo, I do all the above except answer unmarked or restricted calls. 95% of the time they are solicitations of some type and it is almost impossible to get them off the phone...

Sep 18, 2008 09:07 PM
Yvette Smith
LONG & FOSTER - Williamsburg, VA
Realtor In Williamsburg VA, Homes for Sale

HI BO!!

This post is really cool.  I have a confession...I do look at my caller ID!!  I know, I can't help it!!!  Tell me who doesn't do that one & I'll give you a buch for everyone that does!!  OK, no I won't give you money, but you get my drift:o)

Have a wonderful weekend!

Sep 19, 2008 02:06 AM
Danny Thornton
R & D Art - Knoxville, TN
WordPress Guru

Bo, I have gone as far as talking to a customer at 3 am in the morning because they could not sleep due to an issue.

Sep 19, 2008 02:10 AM
Leander McClain
North East, MD
Cecil & Harford County Realtor

Bo,

Its so easy to fall into the first 5 answers...but you have the right idea.  You have to condition your self to take a deep breath, stay calm and deal with your client.  Clients have the right to be nervouse and to have a milllion and two questions.  After...its not like they are going to the corner store and spending a buck ninety nine on a hot dog.

Great post.

Keep the positivity flowing.

Leander

Sep 19, 2008 07:19 AM