Customer Service - Is it important in the 'New World?'

An interesting question don't you think?

With so many things changing over the last 12 months I just thought I would ask the question and see what your thoughts are.

Imagine this........................

You make an enquiry about a property with an Estate Agent and give ALL of the relevant information they need for the application. Then:

1. You get advised they need additional information - when you have already given it to two different people in the office.

2. You make an enquiry to see the property (adhering to the Covid-19 guidance), no updates from the Agents and although you have made additional enquiries for updates, it takes 3 weeks for a team member to confirm any action.

3. You arrange to view the property and arrive on-site, excited to see what your new home is going to really be like (can't always get the perspectives and feel from photos and video that was taken some time previously) only to discover the keys aren't the right ones and the door cannot be opened!

4. You provisionally arrange to view the property again 3 days later and the Agent advises they will confirm. A week later, STILL, no call from the Estate Agent and after chasing them, you are promised a call back the same day - nothing.

5. A call is received 24 hours later, and they don't even apologise.

So does Customer Service really matter in the 'New World'?

Maybe this resonates with you and some experiences you have had with Estate Agents and yes, it is a true story (I feel a bit like Steve Wright now :)). Just for the record, I am not having a go at Estate Agents here, as I have experienced blooming awful service over the last few months from different organisations.

We know that tragically, many organisations have folded due to the pandemic and many businesses have had to adapt to survive and hopefully thrive. So there are all sorts of new practices that have been implemented and adapted with home working etc.

Some businesses I have been communicating with have been absolutely amazing even when they are going through real challenges - another Estate Agent was flooded overnight and had no phone lines. They still managed to communicate with all of their clients to let them know and gave instructions on how they could help them - absolutely BRILLIANT service!

Customer Service has always been an integral part of any successful business and whilst there have been challenges recently, there is no excuse for some of the basics missing.

As someone who has trained many organisations on Customer Service and been used as a troubleshooter to sort some out, it is key to everything you do.

In this climate, with so much going on for most people, people want and need to feel valued. Be the exception to the rule and value your clients and you will thrive whilst many businesses will dive.

Be the exception and set the high bar for your industry!

Good luck!!