My wife and I are in the process of buying a home and therefore are also in the process of getting a mortgage. Most people would agree that this process is normally not the most positive experience. Sharing personal financial details of your life and history with strangers and having them pass judgement is not my idea of fun. But to my surprise this has been a good experience. What made the difference?
We have been lucky to find someone that still understands and lives the art of customer service and satisfaction. He has went well beyond our service expectations and continues to be engaged and proactive in every step of the process. He also does all of that while clearly exhibiting that this is a normal level of performance for him. I’ve been very impressed.
So this has made me ask myself, do I provide this same level of service to those that are my customers? I regret that the honest answer is probably no. Yet when I reflect on what a difference this persons actions have made for me, in what could have been a difficult situation, I sincerely want to make that same difference for my customers. Who are my customers? Everyone I meet and deal with each day; family, coworkers, friends, and strangers.
What do your customers think or your level of service?
Technorati Tags: Customers, Meandering Passage, Satisfaction, Skillsteps