GOOD CUSTOMER SERVICE vs. RUINED REPUTATION
Yesterday I waited for the movers to arrive and pick up my daughter's furniture and boxes. I hired a major company (one of the top 5) expecting positive results. I was told they would be there between 8-9 AM so I arrived at 7:45 AM just in case they arrived early. At 10:45 AM, I called the company and got a voice mail. I left a message that I was concerned and yes....upset. A couple of minutes later, they called me back and said the driver had been re-assigned to pick up someone else's load instead. When I asked why no one had called me, they said they didn't know but would try to get someone out later in the day. Now, this is a time sensitive issue. As the driver is supposed to pick up and deliver in 7 days across the country and we have airline tickets to meet the load at the other end.
So after another call back, I was told a truck would be there between 1-3 PM and yes they did arrive at 1:00 PM in a smaller truck. I was told this was an interim truck and her possessions would be moved to a warehouse and then put on a large semi when a driver is assigned.
My biggest upset was that no one called me to let me know that the driver was not coming. I wasted 3 hours of my day that could have been spent more productively. We have tickets to be on the east coast in 7 days and I am 99.9% sure her possessions will not be delivered on time and she will be living in an empty apartment. When I asked when the load would be on the road, I was told by the General Manager that no one knew and that their main office in another state would be re-assigning a driver soon. When? He didn't know. Not much confidence here!
Do I have faith that my daughter's furniture and worldly goods will arrive on time? No, but perhaps this is not all their fault. After calming down, I realize I have to look at the big picture here. But, it could have all been less stressful if the company would have immediately called me and explained what was happening. There are other factors to consider such as the items arriving safely and not being charged more at the other end upon delivery. And one point I would like to make here, I never lost my professionalism. I did not yell, cuss or make threats to the caller. I did tell her I was extremely upset but did not say anything I would now regret.
As a Real Estate Professional, I am usually on the other end of this type of situation. This was a good reminder to always give "Great Customer Service" to all my clients and other professionals I deal with.
•· Be Respectful and Courteous.
•· Be Timely- Leave early so you will always be on time).
•· Return Calls Promptly.
•· Follow through with Promises you have made.
•· Always be Positive.
•· Give Bi-Weekly/Weekly Updates.
•· Take care of Emergencies immediately.
•· Keep your Client "Happy".
•· If your Client has a Question, get back to them quickly with an Answer.
•· Never Email rude comments as you cannot just delete and make them go away.
•· Always treat other professionals you deal with in the same manner; RE Agents, Lenders, Inspectors, Escrow and Title Officers, Asset Managers, NHD and HOW reps and others.
Remember unflattering rumors can ruin your good reputation fast. With the Internet, there are so many sites for people to write bad comments about you and it is so hard to fix a ruined reputation. You want your clients to respect and trust you and remember when the transaction is over that you gave them good service. You want your clients to remember your name. This will lead to referrals and repeat business. Also if you do not return agent's calls or emails, they may not put your offer in when you are on the other end. (Studies say 8 out of 10 RE transactions, the client cannot remember the agent's name after 1 year).
PS. To put it in simple words.....Treat people as you would like to be treated. Once your reputation is tarnished, it is hard to recover. We are all guilty of not returning calls, being abrupt or defensive, and not following through with promises we make. So all I can say is we should try to move forward and give GREAT Customer Service from this day forward. BEE Considerate!
Need a Great Realtor in San Bernardino & Riverside?
Google me here...Kristin Hamilton 909.557.6966.
CDPE, SFR, CHS, BPOR, BA , GREEN
Sun Lakes Realty, Kristin Hamilton BRE-01492138