The modern business world has become an incredibly competitive one. It is no longer enough to coast by on a good product or service alone. An organization needs to find a way to differentiate itself from its competitors meaningfully. Customer experience is fast becoming an essential pillar in seeking this differentiation. Delivering excellent client experience depends on a firm’s company culture and the customer service its staff provides. Here some of the ways you can shape your employees to deliver outstanding client service.
Your staff needs to have the ability to not only sympathize with a customer but to go a step further and walk in the client’s shoes, as it were, and know how to serve them best. Customers coming in for title services are at different stages of life. One might be jubilant since they are about to acquire their first property while another might be downcast due to having to let an asset go.
Regardless of what the client is thinking or feeling, Majesty Title staff can relate to their situation and serve them most suitably. When a customer feels that they have been attended to in a caring manner, they feel valued. That creates goodwill with them and leads to repeat business.
Create Ownership with Top Performers
Every employee has a different motivation for working. As a result, you will notice varying levels of dedication and performance among the staff. It is no coincidence or secret that workers who deliver the most value to the firm are usually the ones you create the most buy-in with.
When a worker feels their contribution to the company is important and that it helps directly shape the future of the firm, they care more. Majesty Title staff who take ownership of the business desire to deliver top-notch title services to clients. Incentivize this cadre of employees by giving them ownership of the firm. The most common approach by many enterprises is an employee share ownership program (ESOP).
When an employee who is a top performer takes ownership of the business, they hold a long-term view of it. They will put their all into providing the best service knowing that how the firm performs will impact their stake. Such an employee no longer just works for their salary but also puts in then time and effort to grow the business. As a result, they will care more about the customer instead of serving them in a perfunctory way leading to better customer service.
Reward Good Service
Let’s face it, at the end of the day employees are human beings too. As such, the typical drivers of human psychological and emotional nature apply to them as well. We all desire recognition when we perform well. The same goes for your staff. One way to instill a good customer service culture is to reward excellent service.
Create a program that evaluates how your staff relates with the clients. Carry out regular reviews of the performance information it provides for assessing your workers. Reward the most outstanding client service and ensure it gains company-wide recognition. Communicate to staff members why that particular client service act is right and coach them on how they can emulate it in their different operational areas.
Protect Against Negative Attitudes
Peter Drucker once famously said that culture eats strategy for breakfast. No matter how good your real estate business strategy is, if your firm has a poor service culture it will under deliver. One important factor that determines your company culture is the attitude of the staff.
As you regularly monitor how your staff interacts with and serves the customers, take a critical look at their attitude. If a staff member always responds dourly when a client seeks assistance that can be a sign of trouble within your organization’s culture. Since the real estate business is customer-centric, a client might decide to go elsewhere if they feel uncomfortable with your staff.
Have a meeting with a staff member who needs to address their negative attitude and thoughtfully articulate your concerns to them. If you let them continue behaving negatively, they will have a toxic effect on your company culture and negatively impact client service delivery.
Walk them through your review of their behavior to let them see what you see. Find out what challenges they face in delivering better client care. Coach them on how to serve customers better. If they still do not improve their attitude, you may need to let them go.
Hold Regular Client Service Team Meetings
To consistently improve on the level of service your team delivers to your customers, there needs to be a central communication and interaction point for all employees. A regular, all-hands team meeting is critical in fostering good client service culture.
Use these meetings to evaluate the staff’s client service performance. Don’t just talk to them but let them also contribute as well. Allow for constructive feedback and analysis. Communicate your client service tenets and where necessary model ways to achieve better standards of delivery. Coach your staff so that they don’t just hear what to do but see it to have a better grasp of it.
Invite and encourage your staff to contribute to formulating client service plans for the next period. Provide customer feedback so that your employees can hear what those they serve are saying about it. Discuss on how to improve service delivery based on the feedback from clients. Do not forget to recognize and reward the top service performers at these meetings as well. Celebrating good client service examples incentivizes the rest towards better service.
Excellent client service is one of the most important ways businesses today seek to differentiate themselves. Providing a good customer experience requires staff that is well versed in how to best interact with customers. While there are many challenges in creating an excellent company client service culture, there are several ways you can foster it. A focus on employee attitude and behavior is crucial in identifying things that need to change to reinforce client service.