Posts Tagged ‘customer service’

What Would a Veteran Do?

September 22, 2014

veterans_usaa_navyfederalAs a proud USAA and Navy Federal preferred broker, Metro Brokers is expected to deliver a high level of service. Our agents are required to attend training classes to service these types of clients, and we preach giving the best service possible. But it occurred to me recently that maybe the best way to provide superior service is to think like a military veteran.

With that in mind, here are some examples on how to think and act like a veteran: (more…)

Moments Of Truth

March 26, 2012

Throughout the day, each of us have numerous moments of truth. What is a “moment of truth” you ask? A moment of truth is anytime we have an opportunity to make an impression on another person. That impression can be good, bad or indifferent. Many times we’re not aware that we’ve just had a moment of truth… so much of what we do is done without conscious thought.

In the business of real estate sales, it’s especially important that we consciously manage the moments of truth that occur throughout the day. Prospective buyers, sellers and other agents make decisions whether or not to work with a particular agent based upon moments of truth. If a moment of truth is bad, people may choose not to do business with someone. If indifferent, they’ll be just as inclined to do business with someone else. Moments of truth are really “make or break” moments. (more…)

Go the Extra Mile with Customer Service – An Example from Delta Airlines

December 12, 2011

It’s that time of year when everyone is traveling to see family and shopping for the holidays.

All of this holiday shopping has reminded me that people have become so immune to poor customer service and are actually surprised when they receive exceptional service. On the flip side, companies usually only hear about the bad experiences. More often than not, you hear customers getting upset with an employee.

Sometimes complaints are justified, but that’s not always the case…just look at the latest Alec Baldwin rampage on American Airlines. Geez Alec, just admit you were wrong for having a meltdown or say you were just rehearsing a new role as an entitled actor.

Anyways, just remember, to acknowledge good customer service too. And while you’re at it, stop to think about the type of service you provide to your customers. Do you always go the extra mile?

Let me tell you one of my stories… (more…)

How Was Your Customer Service Experience?

June 7, 2010

I am of a “certain age” and have noticed that I’ve become increasingly aware of really good and really bad customer service.  When I experience great customer service, I make a point of thanking the provider for the service.  To my son’s everlasting embarrassment, though, I have also been vocal to some bad service providers.

My most memorable recent “bad” customer service experience was at a big-box store in which my husband and I were opening a store account to purchase several thousand dollars worth of floor covering.  The clerk handed me a credit application printed in Spanish only.  Now I majored in French literature some decades ago in college and have parlayed my understanding of that language into Spanish from time-to-time, but I wasn’t certain that my “fluency” would suffice for a credit application.

I asked the clerk for an application printed in English.  He told me I could go to the other end of the aircraft-hanger sized store to ask for one.  Silence.  Eye contact.


Learn to give “white glove” service

November 16, 2009

white glove serviceHaving worked at the Ritz-Carlton Hotel for over 7 years, I can still repeat the credo if asked. When you talk about servicing your internal (your co-workers) and external (the people who support your business) customers, their motto has always been “we’re ladies and gentleman serving ladies and gentleman.”


Listening: 5 Tips To Help You Produce Better Results

October 14, 2009

listeningI don’t know about you, but people who talk too much can sometimes be annoying. They’re so caught up in what they’re saying and selling themselves as an expert that they forget about the most important person in the conversation – the customer.

If you’re talking more than 50 percent of the time during a conversation, you could be alienating others. Ask yourself these questions and start learning tips to improve your service with buyers and sellers: