Is Customer Service Really That Complicated?

In the modern world of business, companies and businesses are perhaps over complicating what good customer service is.

The digital space has changed the face of business forever, we can now communicate in so many different ways and provide what we think is a superior level of service than ever before...but is it what the client actually wants?

Have we taken the time to actually ask our clients what they think great cusotmer service actually is? The answer for most businesses is actually no.

So, as business owners, we are walking a dangerous line of making presumptions about what our clients want from us, whether it be sales, property management or anything in between.

I learnt a very important lesson recently that really got me thinking about this topic and actually made me ask many questions of our clients to see if what I think is important for our clients to know is actually important to them.

I sent out an email recently to our investors, a simple email to just really update our client base on a recent addition to our team which would obviously have a positive impact on the level of service we could provide.

I got an email back from a client, which at first kind of put me back in my chair a bit and almost felt like an insult for just providing information which I thought was relevant. Basically, the emails content was simliar to 'I really don't care, just make sure my house is looked after and the rent is paid'. After sometime contemplating this comment, I realised that their idea of customer service is simply for us to do our job and do it well, the rest was of no consequence to them. 

I asked a few more clients and they had a reasonably similiar assessment, basically we are doing a good job managing their home, we have their back when needed, we communicate to them relevant information that actually concerns them or their home and that is really all that they wanted.

After all this time in business, I have actually never really pressed a client hard enough to extract from them as to what their expectation of great customer service is, it is now a question we ask religiously to ensure we give the client exactly what they want and need. 

My lesson learnt - Keep it simple :)

Posted on Tuesday, 04 July 2017
by Matt Travia in Latest News

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