Providing Superior Service
THE POLICY ITSELF MAY BE BASED ON FLEXIBILITY
Q: How can relocation professionals best capitalize on the concept of service?
In today’s business world, and particularly the relocation industry, providing excellent service simply isn’t good enough. Today’s most respected corporations – global leaders like GlaxoSmithKline, Schering-Plough, Boeing – choose to work with a relocation company that not only understands their unique needs but consistently exceeds their expectations.
How do you consistently deliver on such a promise? The first step is to make the decision to provide superior service. Sounds simple enough, but without the buy-in of everyone in your organization, your program becomes nothing more than a fancy mission statement.
Your service process begins and ends with your employees, and they are the ones who must make the commitment to go beyond where most service professionals are willing to go. It also helps to set clear objectives; for example, Weichert Relocation Resources’ Raving Fans customer service program is built on the goal of turning our clients and relocating employees into customers who would pay our company the ultimate compliment by referring new customers and giving us repeat business. Your employees should understand that when you exceed your customers’ expectations, you gain their trust and their loyalty. And that will help you grow your business, creating brighter futures and increased opportunities for everyone.
Next, you must fully understand what your customers want. Define clear service metrics, and set guarantees to ensure your clients that you’ll hit those metrics. The benefit is that your employees will know that they’re focused on the issues that are most important to their customers, empowering them to give that “something extra” that represents the difference between an “okay” move and a memorable, successful service experience.
Finally, it’s important to celebrate your success. When an employee is recognized by a client or relocating employee for going above and beyond, reward that employee and communicate it to your entire employee base. They’ll see just how powerful exceeding expectations can be, and it will help you to develop a culture that encourages excellence.
David Croft Director, Business Development, Canada, Weichert Relocation Resources. For more information on this topic, you may contact David at 403-615-0085.