I read an interesting article on the internet the other day that hit home with all of us at our office during our weekly office meeting. Let’s say that you need help because your bank statement is off. You call, and get a computer that asks for the account number, considering that you input the number correctly. You are then sent to another computer voice that asks name, social and address. Not done yet, you are sent to a real person who asks you all of the same information again! Arrgh!! Of course, when you are sent to another person who again asks you all of the same info again. This happens over and over. Banks, credit cards, you name it, every call is a ordeal, until you find the right person who actually knows their job or speaks English.
For a long time, I relied on the web site gethuman.com that gives the inside phone numbers that bypass the computers and get you directly to a real person. I think they have gotten wise to that lately, its not as easy as it used to be.
Working in short sales, calling the mortgage companies, I’ve found that if I just hang up and try again, when I get that person who obviously doesn’t care or knows how to do their job. After 5 or 6 calls, I will finally get a person who knows what they are doing.
All this comes back to the internet article, which in these trying economic times, companies which are committed to customer service are pulling ahead of their competitors. Case in point, this week I needed a few parts for my dishwasher and a new garbage disposal. I called Sears and surprise, surprise, got a real person, who not only found my parts, but told me my garbage disposal was still under warranty. I was very impressed. It took me under 10 min. and got much more than I had asked for. At the end of the call, I was asked to go online and take a survey, which was all about customer service.
At Sato Real Estate, from day 1, we have been committed to Customer Service- personal, friendly and professional. We want our customers to feel like a part of the Sato family, and we believe that this quality has been the key to our success. We want our clients to feel as I did when I called Sears the other day, valued!