3 Big Things: These are 3 MAJOR rules to live by if you are in the service industry!

Hey there it’s, Bruce Woodburn with CrossCountry Mortgage and WDBO radio with the three big things you need to know. Today, I’m going to do things just a little bit different. So for all of you that are in any type of service business, you’re married or you have Children, I’m going to give you some tips that I’ve learned that have really helped me to be a better person and a better business person.

  1. So first of all, survey people often. What do I mean by that? Well, I can tell you this much, if you ask people how their experience has been with your company throughout your process, then you’re going to find out if you’re on track and you’re doing things right or if they have concerns. Oftentimes people won’t express their concern with you. They think, you know what, It’s not that big of a deal, I’ll let it go, but inside it’s eating them up. So ask people on a scale of 1 to 10, how good of a job are we doing? Don’t prompt them. If they give you a 10, thank them for that, but nobody’s a 10. A 10 is perfect and none of us are perfect. But even if you get a nine, that’s a great score. But ask them, what’s one thing I could do? different that might help me get to a 9.5. Then listen carefully, write it down and let them know that you heard them clearly. If they have a concern, share it with your team so you can improve your systems.
  2. Second thing is, accept criticism. When somebody gives you criticism that’s valuable, use it. We learn from those things. We don’t learn from our compliments, we learn  from the criticism, we learn from our mistakes. So when people bring a mistake to your attention or something that you’re not doing right, that is the best compliment you could get. That’s telling you how to fix the problem, moving into the future.
  3. The third thing is never argue with the customer, you’re going to lose and all you’re going to do is pit them against you. Even if the customer is completely wrong, validate their concern. “I can understand how you would feel that way, I would feel that way too, let me tell you how I’m going to fix this problem. I want to make this right for you.” Then do what you can. I’m finding today that there’s so many businesses that have just put service on the back burner and I’m frustrated with it. I gotta be honest with you. I’ve gotten some really, really terrible service out in the field and then I’ve gotten some really good service. So let’s focus on being really good people and really servicing people so they want to come back to you time and time again and become a raving fan.

Those are the three big things you need to know, hope that was helpful. I’m sure you already knew it, but it’s always nice to have that reminder. Have a great weekend.

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