I did some food shopping on my way home from work last night, and like most people, its not one of my favourite tasks. After negotiating my way around aisles crowded with other after work shoppers, many of whom seemed inexplicably irate about choosing cereal, I stood in line for an excruciating amount of time before coming face to face with what was surely the world's most surly sales assistant. I am sure that like me, she'd just had enough for the day, but when you work in customer service, those two words are supposed to mean something and her bad day wasn't actually my fault, despite my being made to feel like it was.
Working with an office full of staff, a nation full of franchise offices and the general public, I am acutely aware that an employee's attitude has a real impact on customers. Most of the time, happy employees mean happy customers and this principle applies across the board, whether you work at a checkout or like me, you work in real estate. When you are dealing with another person's purchase decisions, you owe it to them to be pleasant and helpful. We're all human and there are some days when bouncing off the walls with glee is just beyond us – in fact, according to my PA it's beyond me every day, but people understand that, and it doesn't mean you have the right to resort to being sour. (And for the record, that's one thing I never am. Sarcastic maybe…)
One thing many people forget is that customer service expectations can change dramatically and quickly. A service provider may assume they know what their customer is after and act accordingly, but if you don't find out what your customers actually want and need, things could go wrong. Of course the level of service expected when it comes to scanning a person's groceries is vastly different to the service you'd expect when selling your home, but the basic principal of being helpful and friendly certainly remains.
For the most part, you can safely assume that most customers want very reasonable things, just as I do when I am in the market for a particular item. For example, I want to be treated with respect; I want dedicated attention and to be listened to by whomever I am dealing with. I want direct responses and not to be passed around like a hot potato. I don't want to be treated like I know nothing but I want knowledgeable advice without the industry jargon. Ideally I also want an anticipation of my needs and helpful suggestions and advice, and to be kept informed with follow through. Nothing out of the ordinary, just like the expectations of most people, and none of which are all that hard really, which is why we get so upset when these expectations aren't met.
At Century 21, we pride ourselves on offering all of our customers clear, expert and accessible advice and service. And that's very hard to do if you're busy sulking about your personal life or holding a grudge about how someone stole your parking spot this morning. I am fortunate to work with an amazing national network of people who understand that their moods have a direct impact on the experience their customers will have. In real estate, we are dealing with one of the most important purchase decisions most people will make in their lifetime. That's pretty serious stuff, and deserving of the most helpful and professional service possible – which is exactly why we're committed to providing it.