On the Other Side of Customer Service
Whether you call them clients, customers, or patrons, they’re unequivocally important to you, me, and our respective businesses. It’s sad to say that it can be difficult to find the perfect balance of honesty and selling your product; in different aspects of business, being too honest can hurt your trade.
However, in real estate, it’s always my protocol to be completely truthful with a client. I make sure that my clients are aware of the financial situation with home buying. I cannot sell a home without telling a client of it’s minor flaws, because those small things going untreated quickly turn into major problems. On my end of things, I know that buying and selling real estate can be an uneasy process for clients, especially now with the recession and mortgage crisis. It is my job to make the process as easy on you as possible.
On the other hand, customer service in retail and restaurants is a tricky thing. Many of my friend’s children put themselves through college by waiting tables or working in a department store. I remember from many, many moons ago when I was young and waited tables for extra cash. The truth is, people can be extremely difficult and demanding, but it is the job of the employee to find that balance.
Think of all the times you’ve gone out to dinner and asked something simple like, “Is there any parsley in my that dish? I’m allergic.” Most of the time, your server checks before giving you the okay to order, although sometimes they seem to just not care. Perhaps you went to a store to return an item, with your receipt, and you’re one day passed deadline. I understand that returns are a store policy, but doesn’t it seem like a better idea to allow the return and have a happy customer?
I think the same general ideals can be applied to all facets of the business world, from real estate to retail, from restaurants to automotive industry. My clients will always know what I’m selling them, but I feel it’s just as important for them to know how I’m selling it to them: honestly, ethically, and knowledgeably.
Just a related side note: If you’ve ever been to a Nordstroms, or have heard about their legacy in customer service philosophy, I’d suggest checking out “The Nordstrom Way: The Inside Story of America’s #1 Customer Service Company” by Robert Spector and Patrick D. McCarthy. It’s an excellent look at their policies and relationships with customers and how you can apply them to your profession. Amazon has it here.
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Evelyn Bruder, CRS, GRI, ABR, E-PRO,Cyberstar
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Tags:clients, current, Customer service, customers, evelyn bruder, first time home buyer, helpful hints, home buyer information, homebuyers
