My previous article argued that you need to know enough about the law, home structures and The Planning Act to not only do your job correctly but to also avoid a lawsuit. While true, there’s one more thing that agents must learn to do: deliver five-star service. The...
We often hear the words “customer service†thrown around and that, “The customer is always right.†But is this true? It is one thing for organizations to instill strong communication skills within their team of customer service reps and admin staff who answer calls...
Just before the pandemic hit, I went on holiday. And I couldn’t help myself. What was supposed to be a vacation turned into a Disney master class about marketing and service. Disney sets a precedent across the world for what a “customer experience†should be. So, what...
Conventional workplace wisdom espouses the virtue of being friendly with clients. While friendliness is a good thing, too often that’s interpreted as encouragement to become the client’s friend. That’s not such a good thing. The key question is what is the most...
There is such a thing as fierce customer loyalty. Even in our culture of choice and options. I know, because I am a loyal customer. So are my clients. So are most people I know who finally, finally find that rare company who understands and delivers excellence in...
