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Customer Service
In my endeavors in the mortgage industry and walking side by side with service providers of the Real Estate industry, it really does not surprise me anymore when I hear about the lack of customer service. It is the biggest let down in our industry in my opinion. In today's market, the biggest attraction to lenders, Realtors, or other service providers is customer service. That also goes as the biggest reason for not giving repeat or referral business to those providers. It is the people that go the extra mile, the people that are responsive, the people that will listen, and the people that preform highly that these customers will send their friends, family, and colleagues to. The last thing that they want to hear is that the company they referred them to did a lousy job. Customer service is not about always having the right answers either. It is also about the listening skills. A lot of times people forget about this and turn off their listening skills and tune out the customer. It takes listening so that you can know what they need help in. |
 
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Listening has worked for me. A sense of humor helps too.
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May, 2012
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