Great Customer Service is a Game-Changer!
When we think about it, the quality of customer service is a make-or-break factor. When customer service is great, we will stop at nothing to let everyone know about it; when it is bad, we will stop at nothing to let everyone know about it too.
Do service providers know what a game-changer customer service can be? It can be a boon or a bust to their business, and they had better take it seriously. With sites like Yelp, Angie's List, and Epinions, it's easy for consumers to make their opinions known. If they have had bad experiences, they can sound off on sites like The Squeaky Wheel, Ripoff Report, etc.
Consider a few recent experiences that prompted this post:
Eastern Mountain Sports: My husband and I visited the Eastern Mountain Sports store in Manchester, CT about a month ago to buy hiking boots for an upcoming trip to a national park. We don't have much experience with hiking boots, but we knew we needed some good boots if we were going to get serious about it. The sales person was phenomenal! He gave us a lengthy tutorial on what to look for and guided us through the selection process without any pressure. He also recommended socks (Smart Wool, which I can't say enough about) and told us how we could get 20% off our purchase (in addition to the sale price on the boots). He was friendly and helpful the entire time, never pressuring us about the purchase.
Stop and Shop: I was having a problem using my gas discount recently at the Stop and Shop in Vernon, CT so I called the corporate number that was listed on the website (Stop and Shop gives discount points based on the amount of groceries purchased and I was set to get 60 cents off each gallon.). The discount didn't register at the pump, and the attendant couldn't find a receipt for me either. The person on the phone verified that I had bought gas and then she restored my points (good through the end of December) so that by the time I filled my tank, I got $1.15 off each gallon. No other questions asked. Frankly, I was stunned that it was so easy to rectify the problem.
What is the point here? I am going out of my way to recommend both stores because of phenomenal customer service.
I also don't hesitate to tell everyone when I have had bad customer service as well.
Our clients have the same opportunities to report exceptional customer service or air complaints as well. Whether they do it publicly via computer sites or privately via the grapevine, what they say can have a great impact on our business.
Great customer service in real estate is vital not only so that our clients will come back to us, but also so they will feel confident in referring their friends and family to us.
Great customer service is the only way to stay in business.
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Peggy Chirico, REALTOR®
Serving the Greater Hartford Area
Prudential CT Realty
peggychirico@gmail.com
860-748-8900
If you are buying or selling a home in Hartford County or Tolland County, please call me, email me, or visit my website. I would be happy to help you with your home search or provide a market analysis for your home.
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