Is Customer Service Really that Hard?
Should you expect good customer service, or are we just past all that?
Gabrielle Rhind wrote a post about open houses that made me think of customer service or the lack thereof.
A few years ago, my family and I were travelling with my two year-old son. We had been transferred to a different plane due to weather problems. What I wasn't told, and couldn't tell from the handwritten tickets done in airline code was that we had also switched airlines.
We had to tranfer to a different terminal, and apparently our names were not added to the proper list. The upshot was that when we reached the new gate, we were informed that we would have to wait for security to come to us to frisk us and hand check our luggage. This caused a 20 minute delay in the flight.
At the end of the ordeal, having watched and waited patiently for his turn while 5 adults were wanded and frisked, my 2 year-old put out his arms in the standard position, and proclaimed "my turn." To this, the security guard responded, "We don't need to check you."
His face crumpled. I asked the guard to at least wave the wand over him, and was brusquely informed that this wasn't a "game". My son's response to this exchange was to begin to cry in earnest.
Instead of the happy, smiling two year-old I'd had moments before, I now had a howling, frustrated child to take on board a plane of unhappy passengers that were already twenty minutes behind schedule.
I understand that security isn't a game, but how hard would it have been for them to take 10 seconds to make the 2 year-old happy as well as being less of a burden for the other passengers?
Sometimes it takes so little to make our clients happy, and yet many choose not to do these little things.
I will be discussing the little things I do to keep my clients happy in my Fairytale Marketing presentation at Rainstorm next week and this got me to thinking about some of my customer service experiences.
So my question for you is what little extras do you give to your clients to show them your appreciation and make them appreciate your customer service?
***************************************************************************
About the author: Christine Donovan is a California Residential Real Estate Broker with experience in assisting clients buy and sell residential real estate.
Are you upside down in your home? Is it worth less than you owe? Are you concerned about making your mortgage payment? For more information see Options to Foreclosures, understanding short sales or contact me at christine@donovanblatt.com to discuss your options.
If you want to buy a home or to list your property for sale, please click Newport Beach homes, Costa Mesa homes, Huntington Beach homes or Orange County homes. Click the link if you are interested in buying a home at a courthouse auction sale.
Contact me at christine@donovanblatt.com or 714-319-9751 to learn about her system which will make your buying and selling experience easier.
Disclaimer: All information in this blog is deemed reliable but is subject to change at any time and is not guaranteed to be accurate nor are there any warantees either express or implied. This blog is not intended to offer any legal, tax or other advice.
Federal Government Disclaimer (MARS)
- You may stop doing business with us at any time. You may accept or reject the offer of mortgage assistance we obtain from your lender [or servicer]. If you reject or accept the offer, you do not have to pay us.
- Christine Donovan, DonovanBlatt and Donovan Group are not associated with the government, and our service is not approved by the government or your lender; and
- Even if you accept this offer and use our service, your lender may not agree to change your loan.
Click Orange County homes for sale to view all OC homes for sale.
