How times have changed! Speaking to a real estate agent at Lemon Baxter today, I was appaulled at how little they care about customer service and their "I don't give a F***" attitudes.
Has the term 'service industry' become redundant? Is there no such thing anymore? Should we all just learn to live with what is placed in front of us now?
I am old-fashion in many ways and I believe that if you choose to be in a service industry, then you need to do just that. You staff need to be trained to handle objections, to communicate what is needed to be communicated and to ensure that the experience your customer has is one that is a positive reflection on your brand.
As a consumer, I can only go from my experience, but if I have hung up the telephone and have had what I consider a bad experience, the chances are that I will tell 10 people (that's a minimum because I am in marketing and PR afterall), and those 10 people remember what I have said or at least conjure a negative imagine in their minds of the brand, chances are that if that brand name comes up - they won't be recommending it. Quite the contrary.
So, if you are in a service industry - remember that the reason you have a job is because of your customer. Your bad day, shouldn't be their's.
AND REAL ESTATE AGENTS... IN GENERAL I KNOW SOME AWESOME REAL ESTATE AGENTS PARTICULARLY FROM BIGGEN & SCOTT AND MARSHALL WHITE (MELBOURNE) AND IN SYDNEY McGRATH AND DEFINATELY RAY WHITE REAL ESTATE - BUT THIS PROFESSION IS ONE OF THE MOST HATED FOR A REASON. REMEMBER THE LITTLE PEOPLE WHO MADE YOUR JOB POSSIBLE.
Mellissah Smith is a marketing expert with more than 20 years experience. Having founded and built two successful marketing companies internationally, she is well recognized as a industry thought leader and innovator. Mellissah started her career working with technology and professional services firms, primarily in marketing, public relations and investor relations, positioning a number of successful companies to list on the various Stock Exchanges around the world. She is a writer, technology developer and entrepreneur who shares her thoughts and experiences through blogs and written articles published in various media outlets. Brag sheet: #2 marketer to follow on Twitter (2003), Top 150 Marketers to Follow (2015), Top 10 innovative marketers (2014), 60K+ followers on Twitter with 97% authentic.
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