Is Customer Service Dead?

Customer service. You know what it is, and you certainly know when you dont get it but what do your clients think about yours?

The Customer Service is Dead Myth

Anyone whos been to a shopping mall or has called a help line recently can tell you that customer service isnt what it used to be. Annoyed associates in a rush to get things done and overwhelmed representatives who let their frustrations seep into their service transactions give customer service a bad name.

But thats good for you their competitor!

Customer service isnt dead, but it is growing increasingly rare. That means when you deliver your clients expectations, youre already a step ahead; when you take things a step farther and provide a shining example of customer service, youll stand out as someone people want to work with in the future and theyll refer their friends.

The Customer Service Pyramid

Customer service isnt complicated. Think of it like a pyramid. The foundation is your willingness to meet your clients needs, and the next level is making sure all of those needs are covered. From there, go the extra mile:

• If your clients expect a daily email of updated listings, personalize it. Hi, Steve. I think you might really be interested in the home at 314 Jackson Highway. Let me know what you think Ill talk to you soon!
• Watch for patterns with your clients. If a couple finds fault with every house you show them and claim its because its too small, they may really mean theyre thinking about growing their family or they like more open floor plans. You may be able to make them happier by listening to what theyre not saying.
• People are hooked on technology, and the way you communicate with them should reflect that. However, sending a personal and hand-written note is always a nice touch and it helps you stand out from the hundreds of other Realtors vying for their business.

Customer service isnt dead. Not for you, anyway. And that alone can make you the most sought-after agent in town. For more information on taking the next step in surrounding yourself with business excellence by joining with Benchmark Realty please fill out the form below.