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One of the most cliched terms I hear as a business coach is “we have good customer service”. If service is the key to differentiation, what does “having good customer service” really mean?
Today at my BNI meeting, I had the privilege to gain a valuable insight into what good customer service really means. Kim Borrello from GPS Property Settlements really hammered home the point with some examples on why GPS is different to other property settlement agents, and how excelling in customer service really sets her and GPS apart. The difference is in truly caring about your customers (clients) and being genuine about the service you provide.
Kim has many happy and repeat clients – and it is easy to see why.
Kim’s presentation on customer service set the tone for the rest of the meeting, with people focussing on customer service for their presentations. We heard some really inspiring stories and it was clear to me that my BNI chapter is made up of professionals who provide the highest levels of service. (Why don’t you come down and see for yourself one day? – Our next visitors day is on Tuesday 7th September!)
Another one of the stand-outs for me was Paul Elliott of St George Painting Services. Paul really is the professional tradesman, with customer service just flowing from him. He made the comment that customer service starts from before even doing the job – in his business this is the quote. Paul provides detailed information on exactly what he will do, and how is going to do it. He makes the point – is anything less acceptable? (He showed an example of someone else quote and it really was in sharp contrast – it could only be described as an insult to the potential customer.
If you need any advice about painting, I would not hesitate to contact Paul.
I shouldn’t be surprised to see this at my BNI chapter – customer service is the key to building a sustainable business, and it is clear that this has a close correlation with networking. Businesses that have a high customer retention rate often have two things in common – they are good at networking and they have a business built on good customer service.
Thank you Paul and Kim!
Business Coaching Perth 