focus on customer satisfaction

I know that we think that all of our customers love us, but let me tell you about a scarey story that we have discovered recently at Fillmore.  After hearing research presented at our company pep rally that indicated that many real estate agents don’t  get back to their buyer inquiries promptly, we decided to dig a little deeper.  We repositioned one of our administrative assistants into a newly created customer satisfaction agent position.  Allison’s goal and responsibility is to contact every customer that comes to Fillmore and ask them how their experience so far has been.  We have been doing this for three weeks now, and the results are truly frightening.

Although our overall satisfaction rate seems to be higher than the industry standards, we are falling way below what I believe to be acceptable…and we’re going to change that immediately.  Can you believe that a recent survey indicated that nearly half of all internet inquiries are never answered at all?  (I’ll get the name of the survey later for you)  Our industry has a lot of work to do here!  I for one do not want to be LIKE the others in this industry..we must be different and provide excellent customer satisfaction.  So, now there is a plan and we didn’t have one before.

The funny thing about quality control techniques is that as soon as the agents found out that we are calling every customer, we immediately got a bump in customer satisfaction ratings.  We are now monitoring each office and agent and providing customer satisfaction ratings for everyone.   The whole team is in on this now.

This Friday, I will present Fillmore’s first Customer Satisfaction Award for the office that has the best rating.  We will also recognize the agents that are getting rave reviews.  We actually are convincing the customers to allow us to create testimonials with their permission for the agents and we’re publishing the on our company dashboard.  The company is now becoming more aware of our custome satisfaction goals, and we’ve only just begun with our strategy.

I suggest that if you’re not measuring your customer satisfaction that you begin doing so immediately; through phone calls, email surveys, texting and the opportunity for consumers to rate agents on your site.  Before you know it, agents will be selected more and more by their testimonials and what others say about them and not the me me me meeeee’s.

We’re now assigning new leads only to the agents that have acceptable customer satisfaction rates.  We believe that we will have better conversion rates and more income from the company from the improved assignment system.  The best thing is that we  will have a company that moves closer to the ideals that my father created; which is one that provides exceptional customer satisfaction…every single time.  We started in 1966 with the motto of treating each customer as if they were our only one.  Perhaps we need to go back to the old ways again.

Look Back  > Move Forward using the great tools and strategies available today!

Watch for more on customer satisfaction as we go through the process.  I’ll keep you POSTED!