7 Customer Service Standards Your Office Should Have
March 1, 2004
Are you just selling houses—or are you also building a base of satisfied clients and customers? To help ensure repeat business:
- Always have a real person answer the phone. Don’t make customers punch a dozen buttons to get a live person.
- When you or your associates make a promise, keep it. A broken promise is hard to repair.
- Know what your customers expect. That requires your associates to ask up front and match their actions to those expectations.
- Obtain feedback. In terms of objectivity, it can help to work through a third party. But whether you, your associate, or an outside company does it, you should collect feedback from clients and customers within a few weeks after a closing to determine their satisfaction and learn what you can do better next time.
- Track performance. Don’t rely on anecdotes from customers and clients. Review regular feedback to identify problem areas, and discuss it candidly with associates who consistently receive poor scores.
- Correct problems. Mistakes are an opportunity for your company to turn a potential bad impression into a good one by setting the problem right.
- Recognize good customer service. Reward associates who provide superior service. They’re as good for your business as those who close a lot of deals.
Sources: Larry D. Romito, CRB, Quality Service Certification Inc., San Juan Capistrano, Calif., and Joe Klock Sr., Key Largo, Fla.