Technology TransactionsWhat Is The Definition Of Customer Service?
Giving great customer service is difficult because each person you are
dealing with has his or her own definition of what great customer service
entails. Mark McCormack in his book on selling describes great customer
service this way, “You can be doing the best job in the world for your
client but if there’s something missing, if the client is unhappy, then
all your opinions about your performance are worthless. Great service is
a matter of perception. Great service is what the client thinks it is.”
The first step to providing great customer service is to find out what it
is to the customers you are working with now. On the listing appointment
you could ask the sellers this question: “Because I desire to provide the
highest level of customer service, what are your specific expectations of
me? What are your expectations regarding my communication with you? What
other services can I provide for you?” When you go through those
questions you will have a very clear picture of their definition of
customer service. This knowledge will enable you to exceed their
expectations and provide exceptional service to them as clients.
The second step is to create the systems and procedures that will enable
you to provide exceptional customer service. Set up procedures of
communication. If you agreed to call them once a week to update them,
then do it every week without fail. Pre-schedule the calls in your
contact manager. This reminder will ensure that you make the call. If
you agreed to do a written report monthly, then block out a few hours once
a month to complete all the written reports to your clients. The more
automated you become, the more consistently you will be able to provide
exceptional service every time. Most consumers equate consistency of
communication with customer service.
Lack of communication is the largest complaint consumers have against
Realtors. Resolve today to start a weekly or bi-weekly communication
vehicle for your clients. Even if you have nothing to report, you need to
check in. The clients will appreciate that you held up on your commitment
to contact them. They will respect you for your integrity of purpose.
The only way that you will be able to do that is through your contact
manager i.e. On Line Agent, ACT, Top Producer, Goldmine etc etc. The
contact with your clients must be preprogrammed. All additional needs of
your customers must be noted and created so you can ensure the timely
completion.
Don’t leave to chance your ability to create clients for
life. You may get busy and drop the ball mentally. It’s very easy to
overlook your commitments when your life and business are in chaos.
Systematize your mailing, phone contacts, and correspondence. It’s the
only way to ensure the result you and your client are looking to achieve.
Make sure you clearly know the standard they have for customer service.
All clients desire to have that standard met. If you can’t meet it, refer
them to someone who can before you enter into the relationship. Then move
on and find other clients.