Why We Spoil Our Customers
Picture this. . .
You are about to buy a new home or refinance your mortgage. You and your spouse, maybe with kids in tow, have an appointment to sign real estate papers. You are tired, stressed out and nervous about your closing.
When you called to confirm your appointment, you actually spoke to a real person who seemed to only care about you and your concerns. The location was easy to find, parking was no problem and free!
Upon entering the office, the friendly receptionist appears to be greeting you from a rose garden. There is a personalized welcome sign on the table. She offers you refreshments as the President of the company stops by to say, "Hello how is everything going? and thanks for choosing us." By now, the kids have discovered the toys in the corner by Mom and Dad. The President asks to take a family picture. The escrow officer conducts your closing, gives you a "parting gift" of mugs and a tote bag. The President returns with your family photo, checks to make sure everyone met your expectations and wishes you the best.
When was the last time you honestly gave outstanding service to your customers?
When was the last time they felt they were important to you?
Customer service is an over used term that has come to mean very little to most of us. We have learned to settle and be satisfied with what we get because our expectations are so low and because no one else is doing better.
At Gateway Title, we provide real estate title insurance and settlement closing services. We know that it's not exactly a glamour job, working with stressed out buyers and sellers as we pull together their real estate transaction, (contracts/loan paperwork/title exams/mortgage stuff/appointments/recording documents/collecting and disbursing money) just to name some of our suties. If you've gone through this process, you know what I mean.
What was your experience like?
Can you even come up with the name of the title comapny you used?
We love what we do and enjoy watching our customers experience our version of customer service. Would you remember this?
How important is giving great customer service to you?
What is your definition of great customer service?
