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Posted on: 2018-07-25
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It’s a highly competitive environment out there, where there's a constant and never-ending struggle that every agency manager, director or owner has to face. That struggle is to keep a balance between delivering profit against delivering outstanding customer service. But I believe that the agencies who don’t give in to putting profits above service will ultimately win in this business climate. So, why do I believe customer service is so important? Experts in the industry keep telling me that it’s not about customer service anymore, apparently it’s out of date and now it’s all about the ‘customer experience’ – sounds a lot sexier, doesn’t it? I don’t believe they’re the same thing. Customer experience is all about improving the customer journey and, inevitably, nowadays that means improving the online experience. There’s some great PropTech products out there that help agents achieve that, but importantly those products also free up time for agents to .

1. Word-of-mouth advertising is the most valuable form of marketing. -2. Great customer service results in a reduction of overall problems. -3. Excellent customer service improves public perception and builds trust in your brand. -4. You’re more likely to retain your staff for longer. -5. Great customer service opens doors for other opportunities. -6. Customer service is more important than price. -7. Great customer service stops ‘buts’ in customer recommendations.

1. Word-of-mouth advertising is the most valuable form of marketing. -2. Great customer service results in a reduction of overall problems. -3. Excellent customer service improves public perception and builds trust in your brand. -4. You’re more likely to retain your staff for longer. -5. Great customer service opens doors for other opportunities. -6. Customer service is more important than price. -7. Great customer service stops ‘buts’ in customer recommendations.