Is Customer Service Hurting Your Buesiness.....Hampton NH Homes-Portsmouth NH Homes-Seacoast NH Homes- www.patricia4realestate.com

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Real Estate Agent with PRUDENTIAL VERANI REALTY- Portsmouth NH Real Estate

If customer service, loyalty and retention our some of your goals in business, what are you doing to insure the satisfaction of your clients and past clients.customer service cartoom

In a recent visit to a major sporting goods store I had an issue being able to purchase a hunting license the day before the season started because their machine was down(found out later it was out of license paper). Approximately one month earlier I had a similar issue with the same store. As I walked out disgusted I picked up my BlackBerry and promptly left.

About 3 hours later while preparing for my morning hunt I received an @reply on Twitter and guess who? The chief marketing officer & evp e-commerce from the store searched and read my tweet. He asked about the problem, we had a short conversation (140 characters or less) and then informed me I would be contacted by someone at corporate. The next day I was contacted via email by the Director of Customer Relations who informed me that the problem had been corrected as well the store manager and regional manager had been informed of my unhappiness. She then did something unexpected. She asked for my address so she could send me a gift certificate in an effort to rebuild a relationship with me. Three days later I received a $50 gift card in the mail.

No matter what business your in I'm sure you've heard that bad news travels way faster then good news. I'm not suggesting you can BUY your customers happiness but the efforts made by this company as well as apologies and follow through certainly impressed me as a business owner. I know there are customers and issues that I've avoided and hoped they would just go away. If I had immediately confronted and defused the issue would I have retained a customer or a person friendship?

cartoon frogMy managing broker has always told me to swallow my big frogs first and the rest of the day would go so much easier. It couldn't be more true. So next time you have a difficult or uncomfortable issue to address just comfront it, be HONEST and do your best to get to the heart of the problem.

I will be spending my gift certificate today towards some new hunting boots and due to the store's follow through (not the $50) I will continue to shop there.

Stop by my website and check out the MLS anytime @ www.patricia4realestate.com "Expericence isn't expensive...it's Pricless!"

 

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Ambassador
1,801,845
Judi K Barrett
Broker/Owner, Integrity Real Estate Services -IDAB
Judi Barrett~Integrity Real Estate Services~Idabel, Oklahoma

"My managing broker has always told me to swallow my big frogs first and the rest of the day would go so much easier."

I'm going to HAVE to use that one!

November 01, 2009 04:52 AM
Rainmaker
496,655
Patricia Aulson
Realtor - Portsmouth NH Homes-Hampton NH Homes
PRUDENTIAL VERANI REALTY- Portsmouth NH Real Estate

Hello Meryl... Yes good service anywhere is hard to find, unfortunately.  Society has settled for less and so that's why people just don't put any effort into being helpful or cordial. Shame on us!!

Patricia

November 01, 2009 02:53 PM
Rainmaker
496,655
Patricia Aulson
Realtor - Portsmouth NH Homes-Hampton NH Homes
PRUDENTIAL VERANI REALTY- Portsmouth NH Real Estate

Ha, I love that line too Judy, swallow your big frogs first....Good to hear from you today.

Thanks again for dropping by.

Patricia

November 01, 2009 02:54 PM
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491,318
Stanton Homes
Design/Build Custom Home Builder in North Carolina
Stanton Homes - Our family designs and builds custom homes for your family

Obviously we remember our really GOOD experiences as well as our bad ones.... kudos to the company for their reaction.

November 10, 2009 12:00 PM
Rainmaker
496,655
Patricia Aulson
Realtor - Portsmouth NH Homes-Hampton NH Homes
PRUDENTIAL VERANI REALTY- Portsmouth NH Real Estate

Hey thanks for the comment.

November 10, 2009 01:08 PM
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Patricia Aulson

Realtor - Portsmouth NH Homes-Hampton NH Homes
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Experienced, full time REALTOR Licensed in NH, & ME "Experience isn't expensive....it's Priceless!"..Work with an expert...Call Patricia direct today for your real estate needs@ (603)944-1465.