I Don't Want Another "SATISFIED" Client

By
Home Stager with Feng Shui Manhattan Long Island #888

I DON'T want another "Satisfied" Feng Shui Client in Huntington Long Island.

We are always happy leaving a job where we've done a good job-another satisfied client we think.

I had a WOW moment the other day from customer service I received.  And it made me think that I don't want a satisfied client-or even a happy one.  I want one that I've WOWED.

Iclipart Allyson C

We ALL believe we take the very best care of our clients at all times.  We all believe we go way above average in our approach to the way we deal with them. We are there for them 24/7 in most cases, even worrying when we take a rare vacation.  Some of us never leave home without a way we can stay connected:  cell phones, blackberry's and our traveling notebooks make it easy.

I had recently signed onto a new site (for me) that has been highly recommended on Activerain for a long time.  I usually use my own pictures (because I love Localism) but I was missing those wonderful cartoons that I enjoy so much on others posts.

I signed onto clipartiCLIPART - millions of downloadable royalty-free clipart images

When I went to download my first picture (which was just PERFECT) for my post, I couldn't download it into a JPEG format.  My computer is getting on in years and it doesn't accept any other types of pictures.  I tried over and over, reading and re-reading the directions.

IClipart

It gave me a choice of Bitmap or GIF-but not JPEG.  I finally contacted the company later that evening and woke up to a long email describing things I should try.  It seems because I have AOL, it may cause me to lose some of the capabilities of this site.

I tried again.  And again.  And shamefully sent off another email.  I knew I would have to wait days, it was Thanksgiving Eve.  Resigned to computer issues, I didn't give it another thought.

My phone rang the next morning...Thanksgiving.  As I was beginning to prepare dinner I received a phone call from this incredible site.  Did I mention it was THANKSGIVING?  A day that everyone is busy on with a site that has thousands of members.

The very king (and patient) customer service representative (helpful person named Allyson) walked me through the steps to sign on in JPEG.  I am still stunned by this incredible act.  I love my clients dearly but don't know if I would have taken time out of my busy day to help others on something that really could wait.  Before yesterday.

Allyson C Iclipart

When I mentioned something to that effect Allyson just told me that ONE unhappy client was one too many..  I may have to re-think everything I do as far as customer service.  THE IMPACT OF THAT ONE PHONE CALL WILL NOT ONLY BE SOMETHING I WILL ALWAYS REMEMBER BUT I WILL BE SURE TO ENDORSE THIS COMPANY FOR ANYONE THAT NEEDS QUALITY PICTURES-and they can rest assured that they will be treated like royalty.

Do  YOU treat YOUR clients like Royalty?  Maybe it's time we don't just go above and beyond but we do something that we can WOW them with!

  http://www.FengShuiManhattan.com

 Certified Feng Shui Consultant Carole Provenzale together with Laura Cerrano are the Founders of Feng Shui Long Island & New York and provide on site Feng Shui Consultations for residences and businesses.  

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Laura Cerrano is a second-generation Certified New York City Feng Shui Consultant Expert. As a full-time Feng Shui consultant, Laura provides bicoastal consultations and workshops for residential, commercial, real estate developments, Fortune 500 companies and healing faculties. In addition, Laura is a resident teacher at the Metropolitan Institute of Design in Syosset, NY. She has been featured in highly respected publications and TV networks such as Bravo's "Watch What Happens Live with Andy Cohen," PBS, CBC Television, BBC Radio and The New York Times. 

 

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Rainer
97,994
Lara O'Keefe
North Texas Home Finders - McKinney, TX

That is truely impressive customer service. It's sad that our expectations have seemed to get so low.

lmo

Nov 29, 2008 08:40 AM #26
Rainmaker
553,608
Barb Szabo, CRS
RE/MAX Trinity Brecksville Ohio - Cleveland, OH
E-pro Realtor, Cleveland Ohio Homes

Carol, Great story. I thought about it and I can't remember the last time somebody WOW'ed me!

Nov 29, 2008 10:58 AM #27
Rainmaker
655,882
Bob & Carolin Benjamin
Benjamin Realty LLC - Gold Canyon, AZ
East Phoenix Arizona Homes

Sounds like customer service over and above for sure. Hope you had a nice Thanksgiving.

Nov 29, 2008 11:18 AM #28
Ambassador
920,196
Missy Caulk
Missy Caulk TEAM - Ann Arbor, MI
Savvy Realtor - Ann Arbor Real Estate

Carole, you describe perfectly why I use vflyer's. The support is amazing and I always get a call back in minutes. Congratulations on the feature.

Nov 29, 2008 11:43 AM #29
Rainer
168,465
Laurie Logan
Keller Williams Realty, Inc., Broker Associate - Madison, WI
South Central WI Real Estate

Hi Carole,

I hear you!   'Satisfied' sounds polite and drab - WOW is what we need, people to be excited.  That is what gets the referrals.   Thanks!

Nov 29, 2008 12:15 PM #30
Rainmaker
1,317,476
Joan Whitebook
BHG The Masiello Group - Nashua, NH
Consumer Focused Real Estate Services

I LOVE i clipart and you probably have seen me use their art/photos on many of my blogs! I had no idea how consumer friendly they were, however.  I always WOW my clients -- and I love every moment of it (well almost every moment)(lol)!

Nov 29, 2008 01:08 PM #31
Rainmaker
2,751,873
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

Teri, I hope I have but somehow still want to do more!  I did go back and put in definite follow-ups to call so they will know I am thinking of them and will always answer any additional questions.

Kathy, It made me realize that we do a lot...but can always do more.  I want to have exceptional customer service--not just great customer service.

Lizette, It's a great site--and I got a wow moment.  There will always be one or two that won't be happy--that's life.  I've had one in my entire professional life--and I hope it was my one and ONLY :)

Jon, I was too so surprised that they would do that and thought it was wonderful.  I already provide excellent service but there are always things we can do to improve ourselves.

Bill, I had not yet used a site though I've seen this posted in the rain.  Talk about pheonominal customer service.  There is always one notch we can step up to wow our clients.

Marzena, You bet I'll remember.  And I always want MY clients to remember me (and maybe have their own WOW moments!).

Linda, I was thrilled on Thanksgiving--getting many cards from my clients and emails too.  They do let me know and I'm always grateful.  But this made me realize I can still "step it up" and that's what I plan to do.

Kim, Whether we're facing difficult times or not we should always strive for the WOW.  We all give our best, sometimes it's just a small thing that will provide the wow :)

Nov 29, 2008 02:12 PM #32
Rainmaker
2,751,873
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

Sonia, I will definitely never forget it--and want my clients to think of me that way.

Donna, I thought of that...we do it anyway.  What would ONE more little step be that would cause our clients to NEVER for get us?  I've got a few ideas...

Shane, I'm trying :)  If I thought my customer service was already outstanding it's going to be even more so now.  This, to me, was a real lesson!

Toula, I am as well.  But there are small things I can do that will really kick it up a notch.

Chris, If you think about it they should give this person a raise!  She did a phenominal job and hopefully more business and I liked her saying very much myself.

Lara, Years (and years) ago people were much more concerned with customer service it seems. We are now in the days of automated phone systems where you can't even get a PERSON.  THIS was outstanding service!

Barb, Me either...which is  kind of sad when you think about it.....Now I want to wow.  I'm including something new into next year which will really leave an imprrint with my clients.

Bob & Carolin, Thank you, it sure was.  I did have a lovely Thanksgiving and hope you did as well!

Missy, I have seen the VFlyers and they're impressive.  I too go above and beyond but there are other simple things I can add--and I plan to!

Laurie, We can ALL take it up a notch no matter how much we do.  And I don'tthink it will be difficult at all.  Good to learn lessons like this, it helped me and will help my clients.

Joan, They are wonderful and I too try to get a wow factor...but there are simple things I can do to bring it up even higher.  That's what this taught me.

Nov 29, 2008 02:26 PM #33
Rainer
102,747
Jean Groesbeck
Compass - Anacortes, WA
Broker, CRS, e-PRO, ABR, ASP, CNE, IMS

I wish I could WOW them all!  I WOW some but some I can only meet the goal.  My I always do my best!

Nov 29, 2008 03:10 PM #34
Rainer
195,268
Elizabeth Nieves
The Elizabeth Nieves Realty Group - Durham, NC
Bilingual Raleigh - Durham North Carolina Real Estate Team

I'm wowed!!! I make myself very available to my clients...and I fight for them tooth and nail until closing. Most of the time, I don't draw enough of a line. I have to work on that. I want my clients to know that I did everything in my power to make their dreams a reality. It pays off in both referrals and self-pride. I KNOW that my clients leave a transaction with me feeling confident that they have the best their money could buy. Thanks for the great reminder! GBU~

Nov 29, 2008 04:19 PM #35
Rainmaker
472,245
Janice Roosevelt
Keller Williams Brandywine Valley - West Chester, PA
OICP ABR, ePRO,Ecobroker

If I can add anything it might be a slight twist to this and as someone who studies the ancient art feng shui you obviously have a sensitivity to looking at things from different perspectives. Work to do your best, understanding and striving to exceed your client's goals - manage their expectations along the way - there are always rough spots - but DETACH from the outcome - you are not in control of that :) Namaste Janice Roosevelt, Ecobroker, ABR ePRO Keller Williams Licensed in PA & DE

Nov 29, 2008 10:48 PM #36
Rainmaker
2,751,873
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

Jean, I was always told if you did your best, that's all that matters--and I believe it :)  Thanks for stopping by and commenting.

Elizabeth, I hope I do the same with clients, I always try to have them see how much I care but I wonder if it's the little "extras" I can do that I haven't even thought of yet.  And after that, I realized I want to try and wow them all.   GBU as well.

Janice, It's great advice but I have never been able to detach.  I can FEEL when something is wrong--even if it's been a while since the consultation.  And some of them I need to keep up with because they will start to make changes and then stop--and I want them to get EVERY benefit!

Nov 30, 2008 12:32 AM #37
Rainmaker
820,093
Maureen Bray Portland OR Home Stager ~ Room Solutions Staging
Room Solutions Staging, Portland OR - Portland, OR
"Staging that Sells Portland Homes"

Carole ~ What a wonderful, heartwarming story that reaffirms our faith and puts a whole new meaning in "customer service!"  I've always believed that we can never do too much for a client or thank them enough for their support.  Thanks for the reminder!

Nov 30, 2008 04:19 AM #38
Rainmaker
230,847
Linda Jandura
Raleigh Cary Realty - Apex, NC
Realtor, North Carolina Buyer & Seller Specialist

Carole- Love the story and your theory. I checked out that clipart site and LOVE it. I'll be subscribing tomorrow morning! See, by giving you the WOW service, they've now received many new clients! Give and you shall receive.

Have a great week!

Nov 30, 2008 10:26 AM #39
Rainer
140,489
c m
Colorado Springs, CO

Wow! That is an ah-ha moment!  As many have said, you don't run into that kind of customer service very often anymore, and it is refreshing to see someone, (apparently an employee, not owner) take that kind of pride in their work, even more rare! My hubby tries to speak to managers when this sort of thing happens, and they are always wary to talk to him, until he tells why!  Then there are smiles all around!

Dec 01, 2008 06:29 PM #40
Rainer
304,164
Cynthia Tilghman, Realtor® Onslow County NC Home Specialist
Kingsbridge Realty, Inc - Hubert, NC

Hi Carole,
Now that's the difference between a person who just does their job and someone who loves doing their job!

Dec 02, 2008 12:47 AM #41
Rainmaker
2,751,873
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

Maureen, In this day of computerized phones where you're on hold forever, it was a wonderful surprise!  It truly did make me rethink some things.

Linda, You will LOVE it!  It's so easy and fast--I'm a very happy customer.

Cynthia, What a great way to put it---and you're absolutely right.

Dec 02, 2008 03:01 PM #42
Rainmaker
142,685
Cristal Drake
Prudential California Realty - Fullerton, CA
Realtor - Fullerton Real Estate

That is a great story!  Not only did you get your clip art (on Thanksgiving no less), you got an amazing reminder of outstanding customer service.  Use it my friend!

Dec 04, 2008 03:34 PM #43
Rainer
120,656
Fernando Rosado
West Palm Beach, FL
561-906-0050 or 561-840-8950

I agree 100% I believe also we can do more and that is what separates the successful ones from the rest

Dec 05, 2008 08:38 AM #44
Rainmaker
2,751,873
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

Cristal, In this world of being outsourced and not feeling like we get the help we need this was especially amazing.  It does reaffirm your faith that people do care about their company and reputation.

Fernando, I am following up more for one thing.  And contacting old clients (and they are SO happy to hear from me).  There is always another steop beyond we can go, we just have to find it.

Dec 07, 2008 08:36 AM #45
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