The buzz words are a little different today, but customer service is a phrase that is used to the point where it has lost its meaning. Don't you think?
So having said that, are you using popular buzz words to separate yourself and what are you doing to do it (give good customer service, that is)? Right now, in the world of customers and the ultimate retention of those customers (because that is how we measure our success as businesses).....what is making the world of business go around. Are you making the experience of your customer the reason you do what you do? Are they happy to come back? or do they just not have any other options, because all the competition is gone or they suck?
If it was up to me (and it is, b/c I am ultimately a customer) I would make sure that every single person that has ever heard of me or my company has had the best customer experience possible. That is why we work so hard to do what we do.....right?
Well, it should be. The hard work should never be in vain. We should make sure that the individuals or businesses or people should be having the best customer experience that could be had available.
Case in point:
I think surveys are great. They give us a good sample and indication of where we are and where we should be relative to how we deliver and do things. A friend of mine is sitting in a board meeting the other day and is doing some basic discovery as part of her new position and the executives at the meeting were asked by a "consulting firm" performing a survey of current customers what they thought about what they thought of the company that she now works for.....but the survey was cut off at the end because they had met all the initial requirements of the initial survey. And, so the participants were sent an email that their survey answers were no longer needed because they had hit the survey requirements.....
WHAT?!!!!
Great concept, piss off the people that do business with you to complete a survey they do not want to do anyway and tell them that the energy they expending on your behalf was wasted....good idea!
My point is this.......keep the people happy that you count on for business and bend over backwards to make sure that all their expectations are being met and you will keep them for life. The trick is do it ALL the time!!!!!
It is not complicated and not hard.
DO THE RIGHT THING FIRST!!!!
The rest takes care of itself!
Stay Sharp and good luck!
Your ActiveRain partner and national title agent,
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
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