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

By
Real Estate Agent with BERKSHIRE HATHAWAY HOME SERVICES Verani Realty 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
1,470,993
Renée Burrows
Las Vegas Real Estate Broker - www.urLVhome.com
Savvy Home Strategies Realty, LLC-REALTOR®-Estate-Probate

I do make every attempt to answer but it is just not humanly possible to take every phone call, inquiry, etc.  I let people know when they are being unrealistic or I cannot help them so they can move on rather than leave them hanging just because I am out of paper!  Great success story about using social media to right a wrong!

October 09, 2009 05:07 PM
Rainmaker
506,295
Patricia Aulson
Realtor - Portsmouth NH Homes-Hampton NH Homes
BERKSHIRE HATHAWAY HOME SERVICES Verani Realty NH Real Estate

Thanks for the good comment Renee. I' appreciated!

Patricia

October 09, 2009 07:00 PM
Rainmaker
991,295
Sharon Tara
New Hampshire Home Stager
Sharon Tara Transformations

I'm having such a hard time seeing you as a hunter, lol!  Not at all something I would have guessed!  What kind of hunting do you do?

October 09, 2009 08:45 PM
Rainmaker
1,033,651
Joan Whitebook
Consumer Focused Real Estate Services
BHG The Masiello Group

Hi Patricia -- what are you hunting??? maybe a wild turkey for thanksgiving.... Everyone business is going to have a hickup, but this is a good illustration of the power of an apology and relationship building.  Happy Hunting.

October 09, 2009 10:30 PM
Rainmaker
506,295
Patricia Aulson
Realtor - Portsmouth NH Homes-Hampton NH Homes
BERKSHIRE HATHAWAY HOME SERVICES Verani Realty NH Real Estate

Hey Joan,   Thanks for dropping in!

October 10, 2009 07:54 AM
Rainmaker
352,027
Donna Yates Real Estate - serving
North Georgia Metro & Mountains
ReMax Town and Country

Hi Patricia:  I've found that "swallowing the big frogs first" is definitely better.  I hate to have something hanging over my head when it needs to be handled.  Recently, I had to make a phone call to my client to inform them that the contract fell through.  I just made the call first and got it out of the way and the rest of the day was better because that was the toughest thing I had to do that day.

October 10, 2009 02:58 PM
Rainmaker
506,295
Patricia Aulson
Realtor - Portsmouth NH Homes-Hampton NH Homes
BERKSHIRE HATHAWAY HOME SERVICES Verani Realty NH Real Estate

Thanks for commenting donna.

 

October 10, 2009 03:11 PM
Rainmaker
1,104,024
Myrl Jeffcoat
Greater Sacramento Real Estate Agent
GreatWest Realty

Great post!  That toon isn't so different from real life at times. . .I will never forget being in the Customer Service area of a store, and hearing a customer rep say, "You want me to do WHAT?"

Sometimes I fear that GOOD customer service is a dying art!

October 12, 2009 08:08 PM
Ambassador
1,859,287
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
506,295
Patricia Aulson
Realtor - Portsmouth NH Homes-Hampton NH Homes
BERKSHIRE HATHAWAY HOME SERVICES Verani Realty 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
506,295
Patricia Aulson
Realtor - Portsmouth NH Homes-Hampton NH Homes
BERKSHIRE HATHAWAY HOME SERVICES Verani Realty 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
Ambassador
497,404
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
506,295
Patricia Aulson
Realtor - Portsmouth NH Homes-Hampton NH Homes
BERKSHIRE HATHAWAY HOME SERVICES Verani Realty NH Real Estate

Hey thanks for the comment.

November 10, 2009 01:08 PM
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Rainmaker
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Patricia Aulson

Realtor - Portsmouth NH Homes-Hampton NH Homes
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