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It goes without saying that a business cannot survive without customers. Nor can a business thrive without great staff who understand that customers are the reason their business exists.
You ask any successful small business why their business is successful and they will tell you they put the client at the centre of their business universe and they hire people who think the same way.
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Providing customers with what they want while also exceeding their expectations on service is what will make you and your business a great one. Here are my five tips for great customer service.
1. Personal touches
To beat the big guys in the market, you need to differentiate yourself from their big brand messages. The best way is to emphasise what they can't do or don't do very well, which is the personal touches. Build relationships with your clients!
2. Systemise your service offering
Personalising your service offering requires a lot of client contact time, so you are going to need to find and keep developing efficiencies in your business processes. As a starting point, look for automation where you can or templates you can then tailor.
3. Add value
We work to a value formula where 'value = benefit over cost'. Consumers need to see value in your service proposition. Sure, as a mortgage broker, you might offer your services for no charge to the consumer, but so does everybody else. You and your business need to clearly show their value to the client. You must strive to add as must value as possible, and then show clients how this added value will benefit them.
4. Set client expectations
Doing home loans isn't a simple process. Some customers aren't in a position to borrow money; some loan applications will need extra work with the lender to get them over the line. Be open and transparent about this with the client up front as it will work in your favour every time. If things don't go well, then your clients understood this from the start; if they do go smoothly, then you look great in their eyes because you solved the problem for them.
5. Regular communication
I've left the most important to last. When I read our customer service feedback surveys, the one message that our clients value the most is our regular communication. We all know what's going on when we deal with the property purchasing and lending process, but you can't lose sight of the fact that clients don't do this every day. Keeping in touch with them as much as possible – even if there is nothing new to tell them – makes them realise you are on top of things and you are working hard for them.
