New property management companies and property managers should focus on providing their customers with great service to gain repeat service and succeed in their businesses. A recent study conducted by the National Federation of Independent Business revealed that small businesses that prioritize customer service are at an advantage in beating their competitors who may be charging lower prices. According to the Customer Service Institute, 65% of a company’s business comes from existing customers, and it costs 5X as much to attract a new customer than to keep an existing one satisfied.
Here is how you can provide Great Customer Service:
1. Employees Influence Quality of Customer Service
Make Customer Service your company's goal. Set standards for Quality of Customer Service and make sure all your employees understand the company's goals. Make Customer service a team effort by involving employees’ in brainstorming new ideas for customer service. Train your employees to handle a difficult customer using role playing sessions. Reward employees for achieving target goals. Address any issues that could affect your company's service goals.
2. Understand your Customer's needs
Ask questions and Listen carefully to your customers. Train your employees to listen to focus on what the customer is actually saying and to then offer services that fit the customer's needs. Check employees’ telephone manners periodically. Building a relationship with the customer is important in giving them the quality of service that they expect.
3. Take an Extra Step to keep the Customer Happy
A few examples include greeting them by name, treating customers respectfully and courteously at all times, answering the phone by the third ring, promptly answering their questions, and, if you can’t, getting back to them with an answer as quickly as possible. Organize social gatherings to interact with and build good customer relationships.
Remember, by giving your customers what they want, not what you think they want, you can keep customers coming back for more!