Is the Art of Customer Service Lost?

Is the Art of Customer Service Lost?

customer service

The economy is good that is a fact. With growth and prosperity comes responsibility and the need to be organized.

Customer service is defined as: “the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees who can adjust themselves to the personality of the guest.” Key words (after and adjust) (Wikipedia)

Even though the economy is good right now, good customer service seems to be faltering with associates I have encountered recently. I asked myself if my expectations are too high. Is my money not important to those who are in the service industry? Do they have more work than they can handle and therefore the squeaky wheel gets the grease? If you’ve dealt with contractors to complete minor improvements to your home, you know what I mean. You feel my pain.

Generations who have grown up with mobile technology as the norm tend to communicate mainly through texting. I was at a round table discussion recently where the young person leading the discussion said she didn’t like “to talk on the phone,” she preferred online submission forms. While those may save time, there is no guarantee of receiving a response. I will take my chances and pick up the phone.

What does it take to provide good customer service in a great economy where business is steady? Here are customer service strategies we at Henderson Properties try to do on a daily basis:

  1. Answer the phone.
  2. Don’t make promises or timelines we can’t keep.
  3. Listen to our customers.
  4. Handle complaints in a professional manner and make sure the customer is happy.
  5. Train our staff.

Society has a lost art in putting others first. At Henderson Properties we are trying to turn this around! For the 2nd year in a row our theme is “People First.” Each day we are intentional about meeting the needs of our clients. My expectation is high because our goal is to not only to meet our client’s needs, it is to exceed them. Referrals are the best way to grow a brand and we cannot do that unless the customer has a positive experience.

What is your expectation today? Is there something we can assist you with? Tired of waiting for a call back? If you are spring cleaning, thinking of selling or buying a home, or need that A/C tuned, we will arrive when scheduled and finish the job to completion before moving on to another.

We are bringing back personal service with a smile! Check out our smiles on Instagram, Twitter and Facebook. Know who you are doing business with. Keep your expectations high. 

 

Providing support and availability to meet the customer and employees' expectations.

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