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You Call That Customer Service…Really?

Customer service is a subject that should be on the top of the list for every business, but especially when you're a small business or an entrepreneur.

I had something happen to me yesterday that still has me asking, "Huh? You really just said that?"

Here's the skinny. As most of you know, in my "other life" I'm a Realtor and although I don't do it full time, I do still work with referral
clients.

In this particular situation, I was the referral agent for someone who rented a house. Easy transaction. Show the client the house, send them to the agent who has the house listed (with all necessary paperwork in hand), client rents the house, I get paid. No brainer, right?

Not!

My client had been in her new house for over a month and I had still not been paid. Now, sometimes the listing broker doesn't cut the checks until the first of the month and I understand that, but it was now 22 days past the first.

I had called the agent on the other end (the one who listed the house) over a week ago and she assured me she had turned in all the paperwork and given the file to her broker. I believed her.

I called the office where she worked to find out the status of my money and was told by the agent who answered the phone (without her skipping a beat, mind you) that the check had been sent out the previous Friday. Hmmmm…curious, but OK I'll give her the benefit of the doubt.

When a week went by and still no check, I called again. This time I got to the Broker. The conversation we had is the reason I'm writing this.

After giving me all the excuses about how the agent was on bed rest, she was just handed the file, she had no idea about the details on the property, did I know she needed more paperwork from my broker (nope, it was never mentioned) blah, blah, blah, she stated not once, not twice, but a minimum of five times that "she didn't even know I existed". Nice.

I feel warm and fuzzy all over.

Seems she didn't look all the way through her paperwork (which is her responsibility to do) and I had just "fallen through the cracks". Again, her words. Just wants to make you join hands and sing "Kumbaya" don't it? 🙂

Folks, this is anti-customer service at it's finest. All I got was a laundry list of excuses and not once did she apologize. Still haven't
gotten the referral fee either.

What's the lesson to be learned here? Customers are the reason you're in business and should be treated with respect…always. I know, there will be a few turkeys in the bunch, but even turkeys need respect. You never know which one may refer you business down the road.

When dealing with customers and clients, the Golden Rule should always be applied. Treat your customers the way you want to be treated. You may be having a bad hair day, you may have PMS, you may have just had a fight with your spouse, your kid may have used your good shower curtain as a towel to wipe a glob of vaseline off his hands (don't ask 🙂 ).

Whatever is going on in your world, for the most part your customer doesn't care (nor should they). Your job is to serve your customers with the honor and respect they deserve. Your reward will be their loyalty and a nice healthy bank account. Pretty good deal, huh?

Have any anti-customer service experiences you'd like to share? I'd love to hear 'em (keep it clean, please. All expletives will be deleted 🙂 ) Businesses and customers are scared these days and I see customer service slipping big time. Let's decide together to turn that around. It all starts with us. Have a great one…
 

Sonrisas (smiles),
Beth 
 

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21 Responses

  1. denny hagel says:

    I can relate. My husband (operates our family flooring installation business) comes home with the most unbelievable stories (excuses) that he gets regularly from his suppliers. He operates with high integrity and honesty and when the supplier messes up (ordering products) it makes him furious because then his schedule to the customer is affected. Thanks for bringing to light the importance of customer service and satisfaction. Great job!

  2. Beth Heilman says:

    Thanks Denny!! I understand your husband’s frustration. Excuses and treating the customer like an inconvenience (your husband’s suppliers) will never make for a long term successful business. Integrity and empathy will win every time!!

  3. Tamarah says:

    I agree.  You would think that people would value the importance of a working relationship verses being "right".  My husband works in Retail and the shakes his head all the time at people who just don't get it and make situations so much more difficult when real customer service could have resolved this so easily.  Sorry for your experience and hope you still get paid!
     

  4. Beth, great article! Success is to listen to the clients and what they want and deliver the service they expect from you or your company. Thank you very much for bringing to light the importance of customer service and satisfaction.

  5. Olga Hermans says:

    That people still act this way after we are overwhelmed with people skills everywhere. It is an amazing thing to me; it's a powerstruggle and an ego trip, that's what it is. There will always be difficult people but making excuses is very frustrating.

  6. Solvita says:

    Great points Beth and I like the Golden Rule a lot!! Thanks for posting this article 🙂

  7. Great article Beth!  My husband and I continually discuss the fact that many people today do not know what customer service should look like.  We continue to be amazed at the customer service we receive in different locations.  I'm convinced that there needs to be a training that all new employees (regardless of what industry you are in) must take in customer service.  Thanks for bringing this into the light! 

  8. pat says:

    Thanks for sharing your story with us.  It is amazing and sad that so many people are not keen to look after their customers and like you said treat them as they would like to be treated in return.

  9. Wow, Beth!
    Seems you had a dose of "lack of customer service" like we did here: http://www.carlajgardiner.com/customer-service/. Our experience was with a retail chain store,yet the fact remains…customer service is just that regardless of who, what or where it is to be given.
    Just tonight I had a conversation with a friend about lack of customer service in many companies. It makes me want to travel and train their departments with my 25+ years of customer service training and experience. All we can do is set the example, pay it forward and hope the future generations of entrepreneurs will grasp what needs to be done and done right.
    Sorry you had to endure that experience; however, it will stay with you forever and help you guard against ever treating someone like that agent did.
    Carla
    http://CarlaJGardiner.com

  10. Carol Giambri says:

    Beth, I'm very customer service oriented. I run my husband's seasonal sprinkler business so I now what delivering what we say we will keeps the customers happy and my phone from not ringing for complaints. I believe there is no substitute for excellent customer service; if a problem arises, tell the truth. It pays in the long run.  Great article. 

  11. Thank you Beth! Customers/clients are the reason business exists. Recognition of this at all levels of an organization is key for a business to ensure growth and development! …Great article…Thanks, Hughie

  12. Beth Heilman says:

    Crazy isn’t it, Tamarah? All she needed to do was say, “I’ll take care of this right away”…then do it. I did eventually get paid although it took several more phone calls AND I had to go pick up the check myself. This is how NOT to do business 🙂

  13. Beth Heilman says:

    Thanks Anastasiya…business is much more pleasant for everyone involved when the business owner takes responsibility and does the right thing.

  14. Beth Heilman says:

    I agree completely, Olga. No one wins when the ego runs the show.

  15. Beth Heilman says:

    Thanks Solvita…and you’re welcome. The Golden Rule…RULES 🙂

  16. Beth Heilman says:

    Thanks Jen and I agree that every industry needs customer service training. Even if it’s just the basics like look at people, speak clearly and smile. A little courtesy and taking responsibility goes a long, long way.

  17. Beth Heilman says:

    You’re welcome, Pat. People wonder why businesses fail and this is a glaring example why. Of course there are other reasons, too but when customers are treated like an annoyance instead of the reason the business is there in the first place…well, the results usually aren’t good.

  18. Beth Heilman says:

    You’re right on the money, Carol. Taking responsibility and telling the truth is what creates respect and repeat business.

  19. Beth Heilman says:

    Thanks, Hughie and you’re welcome. Treating our customers as the important people there are is what creates loyalty and trust. People will forgive a lot when a mistake happens, if there’s a genuine “we messed up and we’re sorry” attached to it. Guess these guys didn’t get that lesson in Broker school.

  20. Beth Heilman says:

    Oh Carla…from the sound of your article, you had a big dose of the same thing I did. Amazing isn’t it? That’s a great idea about training in customer service. The big retailers need it, but I’m finding that entrepreneurs need it even more. Their survival depends on customer retention and referral business. If the business owner is too busy or frazzled to pay attention to the customer service side of the business, they won’t be in business long.

  21. Sue says:

    Love this article, Beth.  One of my pet peeves is poor customer service and unfortunately some people don't understand how their business is being affected by not making this a priority!  Love the way you write!

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