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)Subscribe to CommentsComment