If your sales haven’t been exactly what you were expecting now that the first quarter of the year is over, is it possible that your customer service practices may have something to do with sales? You might think you are providing an acceptable level of customer service but what if you went above your standard level – could that be a game changer for you?
In my PRES training program I like to stress the use of this phrase:
Under promise and over deliver….
So I know that when I am providing my home staging services whether it’s a consultation, client consultation, report recommendation or the actual hands-on home staging work, my clients/customers are getting MORE than they paid for! And I also know by doing this I get a fantastic testimonial and they are MORE likely to refer me to their friends in need. Now understand I am not saying not to charge what the project/job is worth, I am saying throw in a little something extra that would make them really, really happy and not cost you any money to do it.
See if you can say ‘Yes I do that’ to these customer service scenarios:
Read through this list of what I think are some of the top customer service guidelines and see how many you can say ‘Yes I do that’ to:
1. If a prospect/client has left you a message on your phone do you get back to them within 24 hours (I mean pick up the phone and phone them)?
2. If a prospect/client has sent you an email do you get back to them within 24 hours?
3. If you do not return phone calls or emails on the weekend do you let your prospects/clients know that by putting this in your message? (Staging isn’t often just a Monday to Friday 9am to 5pm business so you might need to revisit this)
4. If you are not going to be able to return emails or phone calls while you are on vacation or sick, do you have someone in place who can do that for you?
5. If you say/promise that you are going to do something for your client, do you do it?
6. Do you always arrive just a few minutes early to your appointments and look professional?
7. If you are going to be late for an appointment do you phone your prospect/client to let them know that?
8. When you do your hands-on home staging work do you do a little extra for your client and let them know what you did? (this isn’t bragging, this is smart business)
9. Do you have a database software (CRM) in place to keep in touch with your clients to let them know about any Special Promotions, how much you enjoy working with them, other services they might not be aware that you offer, etc.?
10. Even if you did not get the home staging job you bid on, did you follow up with the realtor and/or client to find out what you could have done differently, better, etc. Did you send them a ‘Thank You’ card and not an email?
You may have been able to get a 100% on these Customer Service questions – that’s just great. If not, you can make the choice to change some of the ways you are doing business. Only you can determine your level of customer service but to really excel in today’s home staging marketplace, I think you need to pick up the phone more, meet more people in person and deliver on all your promises.