As popular as my last post was on Customer Service, I figured I would continue this week with a similar discussion on customer service. In my previous post, I shared some ideas as to how to think differently when it comes to customer service. If you Google “great customer service stories” you will get some very interesting stories and I encourage you do read them. This is one way to learn how to think ‘outside the proverbial box’ as some of these stories will challenge and inspire you to give a greater level of customer service. From the story of the gentleman who was flying from Los Angeles to Denver to see his 3 yr. old grandchild for the last time after the child had suffered severe trauma at the hands of his mother’s boyfriend. He was to be removed from life support and the grandfather was late for his plane due to traffic. When he arrived at the gate, the pilot was waiting for him to board the plane so he could go and visit his grandson for the last time. Or, you may be impressed with the story from the gentleman who was traveling home from a convention with several layovers with the coming layover being very brief. He ‘tweets’ Morton’s Steakhouse to see if they could deliver a porterhouse to the Newark airport as he was famished and would not have an opportunity to eat. Once he stepped off the plane at the gate, a tuxedoed gentleman was waiting, holding a bag with his order. He had to drive nearly 24 miles to deliver the steak and potatoes.
These are great customer service stories and there are many more. They are unique and not as likely to have a similar experience within your field of expertise. Doing the same for your customers is not what is expected, but it gives you the mentality that sometimes, you may go beyond the “call of duty” to serve your customers.
So, you may ask how you can give great customer service without simply having one of these unique and special circumstances arise. This is where true customer services comes into play. You see, it is easy and humane to see how someone would wait for a grandparent to reach his dying grandchild. But, what about everyday?
Daily, there are some basic rules you can employ to ensure you or your employees are giving great customer service. In fact, if you do it well enough over time, you can actually begin to use this as a marketing tool to promote you or your business. So, let’s begin with the general rules to observe.
Answer the phone. It seems simple enough, but do you know how many times I call other agents to get their voicemail systems. What is even more distressing about these voice mails is when I have to call them back because they do not return my call. So, answer the phone, but if you cannot, return the call. In our technology based society, you can include read and respond to emails in a timely manner. Most people now have their email going through their phones so it is easier to get an email from anywhere you may be. You may not be in the position to respond to the email at the time of receiving it, but follow-up with the email as soon as you can.
Don’t make promises unless you will keep them. If you promise to help them find the home of their ‘dreams’ or the ‘perfect’ home, you better be able to do it. For me, there are no ‘perfect’ homes out there. For anyone who has been a homeowner, you know that mistakes were made with the building of your home that cannot always be found. Further, the ‘perfect’ home leads one to believe they will find a home that will meet all of their needs and wants. This is impossible to achieve as the perfect home does not exist and if it does, it may not be for sale for the amount you can afford to pay. Are you saying, you can find the house with all the amenities you need and want in the area/community you want and at the price you can afford. I am not a gambler, but the odds of that home being available are slim. This doesn’t mean I cannot find a great home that will meet their needs and most of their wants. A home doesn’t have to be the ‘perfect’ home for a homeowner to love it. For example, the home my wife and I purchased does not have the man-cave/office that I wanted, but I still love the house and have enjoyed living in it.
Of course, promises can cover other areas that are not as broad as home choices. It could include saying you can get a home for a certain price. When potential buyer clients ask me if they can get a certain housing product for a certain price point, I never tell them I can do it unless I have already done a similar search for the community. For example, I had a gentleman the other day ask me about purchasing a three bedroom condo in a certain building in Raleigh for $500,000. On the surface, this seems like an attainable goal, but after I brought up homes in the building, we learned a three bedroom would cost around $750,000. Had I promised him I could find it, I would have harmed any chance to give him great customer service. The first step to great customer service is to be honest with them.
Listen to your customer. I had covered some of this with the previous post, and this is very important. Listening is a skill that is in great demand in our society today as very few people take the time to listen. Everyone wants to be heard, but few want to listen. I am reminded of the quote from the movie, “White Men Can’t Jump” where the two main characters describe the difference between hearing and listening to Jim Morrison music. To fully listen to your clients, you have to both train yourself to understand their language, but also, develop the understanding of what they really want. Remember, listening to the body language of your customer is more important than their words. For example, my wife and I went to brunch at a local restaurant recently and the waitress committed the greatest sin; she let my Diet Coke run out and didn’t refill it. In fact, I had to go the entire meal without anything to drink as I was empty before the food arrived. Wanting to speak with the manager about it, I was giving the body language and tried to make eye contact with the manager, but the manager never stopped by my table. He was too busy to pay attention to the body language of his customer. I may be back to that restaurant, but I would not recommend the establishment. The only reason I may be back is my wife likes the place and often books the eatery, but I would not happily return. They did not listen to their customer.
Deal with complaints. This issue goes hand-in-hand with listening to your customer. As with their being no perfect houses, there are no perfect people to deliver perfect customer service 100% of the time. Employees have bad days and products fail…it is a fact of life. These little disappointments do not have to be debilitating to a company if they have the ability to deal with complaints in a positive and uplifting manner. Usually, the customer giving the complaint is angry or at the least, very upset. It is their prerogative to act anyway they wish to act. As the professional, you have to be above the fray and not dissolve the situation into a shouting match. A great customer service person can turn a complaint into a positive experience for their customer and business by responding to the complaint in the right way. First, you have to listen to their complaint and do not get defensive. Then, you have to figure out how to answer their complaint without degrading them or their feelings. Unfortunately, most of the time it becomes a very emotional. As the professional, you have to take out your personal emotions and deal with the client in the most positive way possible. You should sympathize with their plight and ask them how you can make their experience better in the future. DON’T ASSUME YOU KNOW THE ANSWER! Sometimes a simple apology will suffice, but it has to be sincere to be effective. The waitress apologized when she finally brought me refill, but it was insincere and did not satisfy me.
Due to the size of this post, I will finish the final four general rules for great customer service on my next post. Stay tune and let me know what you think. Your thoughts are appreciated.