How we change what others think, feel, believe and do
Key Steps to Enhance Your Customer Service Part 2
Guest articles > Key Steps to Enhance Your Customer Service Part 2
by: Daniel Milstein
When leading customers through the sales process, you must employ the best customer service possible. With this, you set yourself apart from your competitors as a more trustworthy and accommodating salesperson. There are some important steps to take when developing customer service techniques, including:
Protect customers' interests at all costs: In 2003, interest rates were near an all-time low--about 4.875 percent for a 30-year fixed rate mortgage. However, they started creeping upwards to about 6.75 percent. Many mortgage originators, perhaps a little on the greedy side, were not overly concerned about locking in rates for their customers. Later they blamed others and the market conditions for not being able to secure rates for their customers' benefit. I realized it was important to protect my clients' interests and as a result, I paid more than $48,000 in rate lock extensions. Most people thought I was crazy. 'Why are you doing that?' they would ask. 'It's not as if those customers are coming back,' one of my colleagues stressed. Yet my customers' welfare was of the utmost importance. Indeed, I felt my reputation was on the line. Perhaps it was a good business sense, along with 'positive karma,' but every one of those customers continued to do business with me. I delivered on what I promised, and made the $48,000 back many times over by later assisting them with refinances, investment home purchases, second mortgages and new homes, in addition to the second and third generation referrals that resulted.
Another example of helping protect clients' interests involved a veteran financial services advisor whose client is required to take a minimum distribution from his retirement accounts every year. Failing to take the money from the retirement account before December 31 can result in a severe IRS penalty, over $50,000 in this case. Apparently the client did not realize the importance of the pending deadline and kept postponing his annual withdrawal. When he took a vacation in mid-December, the client neglected to inform his financial advisor who left several phone messages to discuss the situation. However, the concerned financial services representative learned that his client was returning home sometime on December 28, a few days prior to the deadline. He drove to the client's house and waited several hours on the front porch. The client finally arrived, the necessary paperwork was signed and the capital gains issue was successfully resolved.
Protecting clients' best interests is a key aspect to enhanced customer service. If you put a client's needs above your own, you will see them return with complete trust and probably referrals for your business.
Daniel Milstein is the bestselling author of ABC of Sales. For more information, visit: http://amzn.to/ABCARTICLES.
Contributor: Daniel Milstein
Published here on: