AHA Customer Service-You Giving it?

Earlier this week I into Lifeway Christian to pick up a book that had caught my eye.  As I checked out, the cashier kindly asked if I would like a bracelet, a bright yellow plastic band that had the words "AHA" inscribed upon it.  "Sure", I said, and absently forgot about it until I got home and took a closer look. The AHA actually stood for awakening, honesty and action. That spoke to me and put it on immediately to remind myself to stay focused on various goals I've sat for myself this year.  I thought this yellow band would be a fabulous reminder throughout the day. But then, I had an epiphany.

What if I, everyday, incorporated the "aha" thought process not only into being a reminder for my goals but for the customer service I give to my coaching clients and my real estate clients?  Would that change my business and help in achieving my goals? The answer was a resounding yes.

 "Awakening, honesty and action"; great steps and ideas to use for motivation in staying goal focused and especially in implementing for better customer service. Imagine embedding these three words into the customer service plan for your clients. Let's break that down and see what that looks like.

Awakening-the definition of awakening is "the act or moment of becoming aware of something". Sometimes we get so accustomed to doing our job we forget about the multi aspects of it and start to do it all by habit. I recently heard on a podcast that complacency happens when you begin to think that everything is good enough. Awaken yourself to your business and analyze what you can tweak, change, or do better for the client.  What can you improve upon? What new technology do you need?  What can you do more efficiently for the sake of client?  Re-awake and examine your business, especially the area of customer service and discover areas  that can be tailored around the client.

Honesty-this really shouldn't be hard if you're a true professional and you value yourself, your business and want referrals.  No one is going to refer a dishonest agent to friends or families.  But are you truly honest?  What if your client wants to list their home for way more than you know the market will bear?  Will you be honest and talk them about that or will you take the listing in hopes of getting buyer calls? If they need to make repairs in order to sell, do you tell them? If you get an offer that you feel could be iffy at best do you communicate that feeling?  It's all about being completely honest with them. And speaking of honesty, are you honest in accessing your business life? Are your really busy with business or busyness?  Implement honesty in your business plan,  personal life and your customer service and see a difference in your mindset and business.

Action-the other two are important but this is the one that will truly make a tremendous impact. Do you dream about doing something better within your business? You think about it but never get around to implementing it? Action is the step that has to happen to move forward.  What actions do you need to take for your clients to make their experience better?  What actions have to happen so that they feel valued and communicated with? What actions do you need to take in your business to push to the next level?

What are you doing today to give your clients and yourself an AHA moment in the way that you do business with them?

What Does Your Customer Service Say About You?

No matter what kind of business you're in, you need a customer service plan to set you apart from everyone else.  Since I am in real estate, I will use this fabulous industry as my example for the lessons in this blog post. Let's face it, pretty much every Realtor does the same thing.  By that, I mean its not rocket science when it comes to selling houses and so far over the last ten years I've not seen any one Realtor who does something completely different from others.  Yes, there are different ways to market and sell a home but primarily in any sales job, especially a commissioned sales job, customer service has to be the focus on what differentiates one sales person from another.  Most industries usually focus on two things, price and service. You may be willing to give up one for the other. For example, Walmart; you may give up having a pleasant shopping experience at one store to save more money by going to Walmart, but in sales, service, like size, does matter. So for all you commissioned sales people out there, especially my fellow Realtors, let's look briefly at what your customer service says about you.

Do you answer your phone? Such an easy thing but so hard for some people to do.  I once worked with a couple of people who had management responsibilities yet neither of them could ever be bothered to answer their phone.  If a customer needs you, they need a returned phone call.  Yes, sometimes they call for silly things but whether or not you answer their calls, or even return them, says a lot about you and customer service.  Maybe you're not in sales but you're a manager; your employees are your customers.  They can't do their job until they hear from you so if they have a question, give them good service by answering your phone.  So easy, so simple yet many people blow this one simply because they are too lazy and self absorbed to take care of their people or their clients.  Don't be this way.

Do you communicate frequently and honestly with your clients?  This big, especially for Realtors because I cant tell you how many times I've heard prospective clients say "The last Realtor only put a sign in the yard and after that we never heard from them".  From a real estate perspective that is certainly not customer service.  You may not have anything to tell them but you need to talk to them nonetheless. Check in, let them know what you're doing.  Did the house show?  Did you advertise in a different site? Can you pull numbers from the web advertising and tell them how many hits they had?  You can always call and give them an encouraging word.  Let them know you're there, you're not worried and the right buyer is just around the corner.  And if it is over priced or in bad shape, tell them!  Honesty is always the best policy...along with tactfulness.  Having an ugly, overpriced listing doesn't work for you and certainly won't work for the seller in terms of getting it sold. Have a heart to heart with them, give them the chance to adjust and correct and go from there.  If they choose not to take your advice, you've at least done in part in being open with them and having the tough conversations.

Do you do your job or do you do more than expected? Do you under promise and over deliver?  If you're just doing your job, read this post and change your view point!  I recently went and showed a home listed by another Realtor who had put the lockbox on the side door, not the front.  Of course the day I showed it, it was pouring rain and I was drenched going to the side door, getting the key, running to front, unlocking home for clients then having to put the key back in the lockbox on the side of the house. When the agent called for feedback I expressed my displeasure about the location of the lockbox and asked why in the world it was like that.  Their response? "The seller said they didn't have a key to front door so I used the side key door."  Really? Guess what? I used that key and it fit.  Apparently the agent never even tried the key to see if it worked and even if they had and it didn't, as their agent it would have been a fabulous opportunity to go over and above, have a key made and not have showing agents schlepp around or enter the home through the garage.  They did their job but certainly did not do anything to go above and beyond.

Lastly, your customer service should be designed to wow them, from how your greet them, talk to them, respond to their needs, wrap up the sale and stay in touch afterwards.  Customer service actually starts before you ever meet your client by the way your marketing looks, how your phone message sounds, the promptness of your response, your conduct through the transaction and the follow up and connection afterward.  Make sure your service, from beginning to end, makes them feel special, valued and makes them want to refer others to you.  Then you will know exactly what your customer service says about you!

It's Still The Little Things That Matter

2015 is here and let me start off the first post by saying "Happy New Year"!

As you know, this blog, which shows off my wit and charming persona, is actually about customer service; not good service but great service.  I hope that you've got a plan ready to be implemented and taken to the next level for the new year so that you can turn your happy clients into raving fans.

But don't lose hope and panic if you don't.  It's the little things in a transaction that mean a lot so below are ten things to help get you started if you're a bit late in getting things on paper or still struggling with what to do.  Use any or all of these in your day to day dealings with clients and watch your business and referrals take off.  And feel free to share your own successes in the comment section at the end.

10 Customer Service Ideas for 2015

Get in the groove of writing hand written notes.  No one does, it's becoming a lost art and it means a lot to those who receive it.  Whenever you make a new contact, meet a new vendor, get a referral, complete an appointment, follow up with a personal note.  Thank them for their time, allude to something specific about your conversation and thank them.  Great way to show you truly appreciate the relationship.

Reward, reward, reward!  Got a referral from a friend on a potential client? Did a vendor help you out last minute and did a great job? Encourage that behavior and reward them to positively so that they want to keep performing in a way that helps you.  Starbucks gift cards with a clever "Thanks a latte" written on them say it all.

Remember the little things and let them know you remember.  Did your client close on their house a year ago today?  Was this the day you first started a working relationship with a particular trusted resource?  What client has a birthday coming up that you can make feel extra special by reaching out?  Who mentioned that they are a huge fan of "fill in the blank" and you just came upon a pair of tickets they might enjoy?  They may never remember telling you about their birthday, their favorite group or anything else but the fact that you listened and remembered says a lot.

Make sure it's all correct the first time.  I'm a Realtor and I send to my clients a copy of the listing and marketing materials as soon as their listing is "live." Before I ever send it out, I want to be sure it's correct and there are no misspelled words. I want everything perfect before it goes to them.  I cannot tell you how many times I've received items pertaining to business from someone I thought could follow directions and do what I asked only to find out what is written and what was discussed are two different things.  It gives me pause and certainly doesn't tell me that they consider my business important.

Take people to coffee.  It builds relationships, they see you as you really are and you stay in the front of their mind.  The next time they hear of someone needing a realtor, mechanic, electrician, or something along those lines, who will come to their mind first?  The friend who takes them to coffee.

Refer them to whoever can help them.  Be a resource to them for when they need to know something.  Do they need an electrician? Hook them up.  Be sure they understand that although you want their business, it's about much more than that....you're there to help them however you can.

Anticipate what they will need before they need it and then have it ready for them.  I recently took my car to the shop when my tire blew out. I expected them to fix the tire and let me know my car was ready but they fixed the tire, checked the others, washed my car and then parked it under covered parking to keep it looking great while they came inside, walked over to me, and told me my car was ready.  They then walked me through everything they did, showed me an issue I was not aware of and thanked me for my business.  They knew the car would need to cleaned up after a blow out that left the left side area filthy from where the tire rubbed against it.  I didn't know that they would do it for me.  Nice surprise!

Make it fun.  Whatever you do for clients, make it fun for them.  When they see you pull up or your number and happy face comes up on the phone when you call, make them want to talk to you because you're fun and you do fun things.  Sponsor something for your farm neighborhood if you're a realtor, give out lottery tickets telling them their business means a million to you, do something that makes them say that's cute, kinda cool and want to keep hearing from you again.

Make them feel special.  Let them know they matter and that their business is important.  Tell them thank you and how much you value them.  That should be a gimme but it's amazing how may people in business just don't get this.

Last one...again, not rocket science but a lost art in today's world.  Do what you say you're going to do when you're going to do it.  I read an article recently in USAToday that said Americans expect to have lousy customer service much of the time so any good service will make them think they are being treated great.  So go for great, not good and you will be ahead of the curve. Say thanks, let them know they're valued and remember them at different times throughout the year.  They will become your raving fans.

Make 2015 the year of you and your clients!

Is Customer Service in Your 2015 Business Plan?

It's that time of year again, the "wrap up the old year, get ready for a new one" time. You, like most other professionals, have probably figured out your successes for 2014, areas of improvement for 2015 and have made a list of goals that you want to strategically tackle to take your business to the next level.  Good for you! And for you slackers reading this who haven't done it, get on it after you read this fascinating blog post.

Whether you're tweaking your business plan over the next several days or actually finally getting it in writing, be sure and map out your customer service plan for the new year.  What are your doing for your clients, the ones who are getting you to where you want to be? The ones who either buy or sell with you, refer you business or help your business run more efficiently by providing great service to you?  What are doing to attract and reward new customers?  What are you doing to ensure repeat business from past clients?  What are you doing daily to give, maintain and demonstrate customer service?  

Whatever your plan is, put it in writing, communicate it with your staff and make sure they know what's expected.  Hold them accountable to giving the type of service you want associated with your name and brand.  And then track your results by the number of referrals you're given, the answer to "How'd you hear about us", or amount of repeat business you receive.  And new business, hopefully, will be derived as well.

Start your new year and your new business plan off right with an action plan for customer service and watch 2015 become your best year.

What do you plan to do to make customer service a priority for your business?  Comments are welcomed!

Do You Park In Customer Parking...At Your Own Company?!

This should be a no brainer post, really.  I mean, common sense would tell you that people who work at a company don't park in customer parking.  Right?  Especially when customer parking is right up front and is clearly marked.

Would you agree?

You would be correct but you would also be sorely disappointed to find out that a lot of people are not as smart, nor as considerate as you and I are. I don't know what that is a statement of; selfishness, stupidity, out and out rudeness?

But it is not customer service. Wait, it is; it's bad customer service.

I've actually had experience with this one. At another firm I worked we had an agent who consistently everyday obtrusively parked their big old Mercedes front and center in the closest spot to the front door directly under the sign that plainly stated customer parking only. As if that wasn't rude enough, they also had vanity tags with both their name and the Realtor emblem emblazoned on said flashy Mercedes so that when customers did have to park on the other side and walk into the building, they could be sure and know that they reason they were walking past the spot reserved for them was because one of the Realtors wanted to park there.

Absolutely unbelievable and to add insult to injury, this Realtor was offended when I told them to stop parking there.

I scratched my head on this one, not able to fathom why no one there seemed to get this was just plain wrong.

Fast forward.....I had the privilege this week to attend a seminar on "The 21 Irrefutable Laws of Leadership". We were talking about characteristics of good leaders and qualities that weren't.  Not just the big things but the little things as well. And guess what circumstance came up that we said leaders, whether individual employees or the company itself, could really step and epitomize to the clients how much customer service means to them without ever saying a word?

Seeing who was parked in the customer parking spots, or more importantly, who was not.

I've witnessed various employees at many companies park in the customer spots and it tells me I am not important to them, their needs are more important than mine.  No customer needs that spot for five or ten minutes to run inside and give them business. The employee needs it for a few hours, all day, whatever.  It's a huge slap in the face and if they don't get it enough to figure out the parking space, where else could the customer service be lacking?

Speaking as a Realtor, if someone at my office parked in the space reserved for clients, one of which may be mine, I would be angry.  I would ask that they not to take those spots and mention that I don't like the message it sends.  Sadly, at the other place, agents were angry that I had said something. They didn't get what the real message was.

What does your parking lot say to your clients or the companies clients?  Customer service begins before you ever walk in the door.

Are people at your office killing customer service before you ever get the chance to show them yours?

Now THIS Is Customer Service!

Yes I realize I am probably showing my age with a picture of the 'Fonz leading off this post but so be it. I happen to think the inspiration I have for the post was pretty cool and I needed good ole Fonzie to kick things off.

I value good customer service and try to provide it in my business. I seem to think, though, that not everyone is as hung up on good service as I am because I certainly don't always receive it and I've heard horror stories from past clients recanting how they didn't receive it from previous Realtors they worked with.   

Today was different; today I witnessed first hand fabulous customer service! As I thought more about it, I realized that every time I enter this particular establishment I always receive great service as does everyone else who is in line.

And it's in the least likely place that you would ever expect to receive good, let alone great, customer service.  

The United States Post office. In Murfreesboro, TN.

Now let me set the background for you.  My post office in Acworth, GA was staffed completely with people that A) had little or no concept of customer service, B) didn't care that they had little or no concept of customer service and C) thrived, nay, prided themselves on being as slow and incompetent as they could be.  I can't tell you how many times I've nearly had an aneurism waiting in a line of at least ten deep only to get to the front of the line without having a stroke and the postal person puts up a sign that says "next window" and tells the whole line that is snaked outside the building, with an attitude thrown in for good measure, that it is time for their fifteen minute break. So I unfairly judged all post offices based on the horrible one I had before.

So imagine my surprise the first time when I went into the post office here and received a friendly face with a smile that welcomed me, asked me how my day was and waited on me quickly and efficiently.  I actually turned around to see who they were talking to and looked on the wall to ensure that I was in a post office I was so taken aback.  I was greeted and surprised by the African American woman who truly seemed to be glad that I was there.  And I noticed that she treated everyone who came to her line the same way.  "Hmm", I thought, "she must be getting ready to leave, or its her birthday or maybe today is the day she retires".  Needless to say, I was surprised yet skeptical.  But now, thinking back on other visits, each time I've gone in she's the same; always smiling, knowing some patrons by name, greeting others who come in even if they go to other lines because her window is full. Amazing! Today I went in and just watched while I stood in line. She personally greeted everyone with a hello, made anyone at her window feel welcomed and stopped to shake a gentleman's hand with a familiarity that showed she obviously knew and appreciated him, all while waiting on her own customers and making them feel special without missing a beat.

I was flabbergasted and slightly disappointed that I didn't get her window but she smiled as I walked to the next one and asked how I was.

Fabulous, over the top, customer service!

I've discovered several lessons from this dynamic civil servant and want to share them if you desire to give great customer service or client care to both those you work with and for:

You don't have to know their name but make them feel that you do by  recognizing them.

When you are with them make them feel like their your only client.

Always have a smile on your face-it backs up the fact that you care and that you enjoy what you do,

Be kind and aware.  I've seen this same lady wait on a woman with a severe handicap and patiently wait while she went through her purse, slowly and painstakingly, to find her debit card. While she did this, the postal worker assured her she was fine, not to hurry and talked to her like she was the only one there.  She treated her with dignity and kindness.

She may not as a little girl have grown up saying "I want to work at the post office" but she loves her job; you can see it by the way she smiles, talks to her fellow employees and goes out of her way to be helpful to anyone who comes in.

I have no idea if she goes to church or is a believer but I can tell you one thing; her window at the post office seems to be her own little mission field simply by the way she treats every customer that comes in.

Can your clients or customers say the same about you?  

Customer Service - The Rough and Rewarding

Hello readers;

I've had numerous posts in my head for quite some time but can't seem to sit still long enough to pen anything. And yes, I did reread my last post where I promised to blog more often. I'm working on my time management skills and have even time blocked off "blogging" on my calendar. Who knows, maybe you will see more posts on what is and isn't good customer service.

Speaking of, let me tell you a customer service incident that really rankled me this week.  Dave and I have relocated to the quaint little town of Murfreesboro, TN, just outside of Nash-Vegas.  I had lived her before in my previous life* and we returned for a job offer I had.**

Earlier this week I had a doctors appointment that I swear I had scheduled back in July when we first moved here and they earliest slot available was in late October.  Truth be told, that ticked me off a bit but hey, I needed a check up, I was in no eminent danger health wise so what they heck, yea, pencil me in for late October.  The day arrives and get there only to spend the next thirty minutes facing a  "fill out all these forms" delay. I sit in the waiting room waiting like a puppy to be called back to the exam room only to endure once back there being questioned like I was bringing ebola into the country and then wait, patiently I might add, for another 15 minutes.  Contrary to what Tom Petty says, the waiting is not the hardest part; it's the siting there in the paper gown you've put on backwards at the nurse's request in a room that 15 degrees below freezing.  I'm wondering what the heck is taking so long when a rather brusque nurse barges in and says "Sorry, the doctor had to leave for an emergency C section and you have to reschedule". I then asked was there another doctor who could see me since I had spent half a day there already, to which she replied, and I quote, "No, you are a new patient and we don't do that for new patients".  What?  Seriously?  Why would I ever want to be a regular patient if they can't earn my business as a new patient?  Yes, it's a doctor's office but please, have some customer service skills.  I'm a new patient, you are trying to lure me in and hope I stay a patient but yet you tell me new patients get no perks?  Are you kidding me?  I then declared, and I mean declared, that my time was just as valuable as the doctors and somebody had better see me PDQ because I had already waited over two months for the appointment.  They acted like they did me a favor "squeezing me in" the next day but I called 15 minutes before and cancelled it.  How you like them apples?  Doesn't feel so good when it happens to you, huh?  Probably didn't hurt them, they just went out and played golf, no doubt.  I then rescheduled and yep, you guess it, they have an opening for a "new patient" in late November!

My question for the OB GYN clinic at Murfreesboro Medical is this; are you trying to grow your business or do you feel you have enough and you really could care less about your new patients who are relocating to the area, looking for a different doctor or are just plain new?  That was really eye opening to me; here is this brand new, state of the art  medical center in a growing, bustling town and they don't do something as simple as assisting a new patient by trying to make their visit easy and convenient.  The customer service lesson here? Treat all your customers the same and if they are new, make them want to grow into your business.  Why would I ever want to go back when I have been pushed off, made to feel unvalued and second class simply because I am a "new patient'?  And don't push this off on Obabma care...this falls squarely on the shoulders of nurse Ratchet and the office who has this adopted this protocol.

On a positive note, I love me some Publix! OMG, the customer service, here in the booming metropolis of Murfreesboro anyway, is phenomenal and it was also like that at my Acworth store.  Try it out. Go in and ask anyone that works there where something is; they don't tell you, they walk you over to the item.  For real! And they're friendly while doing it. They say have a nice day and  glad to help you. I about fell out. I thought I had some super friendly freakazoid who got off walking strangers around the store but everyone there does it!  I will never hit a Kroger again...I walk into Publix, they say hello, everyone is friendly, cashiers are nice, bag people don't smash the bread, they put it in your car and bing bang boom, outta there! What more can you ask for?  And Publix always has everything perfect! Clean aisles, neat, well stocked shelves, everything out front. Great customer service both verbally and in person and great service from an intangible perspective too. Way to go, Publix!

What company has made your customer experience rough or rewarding?  And more importantly, what do you do to your clients that could be considered rough or rewarding?  Do they have to wait a long time to see you or have a call returned? Are new clients made to feel important?  And using the Publix example....do you lead and show or point and tell?  Hopefully it's leading and showing, not just physically but truly leading your client and showing them what's best for them.

Customer service is how you build you and your brand.  Let your approach bring them in and not push them away.

*Lived here for 17 years during my younger days
**Can't fit a square peg into a round hole; I am now back with the fabulous company of Keller Williams.  There is a reason they are the number one real estate company in America.  What was I thinking going to work for # 5?!