|This article was published on: 11/01/2007|
INNOVATOR SERIES: Customer Service
Customer Service Roundtable: Create Raving Fans
In an age where critics are everywhere, you must hold yourself to a high standard.
EDITED BY ROBERT FREEDMAN
Every residential real estate brokerage wants repeat and referral customers. Despite this, few brokerages look at customer service systematically. To learn how to build stellar customer service into your operations and bring customers back, REALTORŪ Magazine brought together three customer service experts and three real estate executives whose brokerages enjoy a reputation for providing outstanding customer service. In a wide-ranging discussion, they point out that in an age where critics are everywhere, you must hold yourself to a high standard.
REALTORŪ Magazine’s 2007 Innovators Series lets you sit in on freewheeling discussions with thought leaders. This month we focus on customer service.
Chip Bell, founder of the Chip Bell Group in Dallas, is the author or co-author of several bestselling books, including Service Magic (2003: Dearborn Trade Publishing).
Traci Entel, principal of Katzenbach Partners in New York, researches and provides business consulting on ways to improve the quality of interaction between frontline staff and customers.
Barbara Everitt Bryant, Ph.D., consultant and lecturer with the National Quality Research Center at the University of Michigan in Ann Arbor, was managing director of the American Customer Satisfaction Index from 1994 to 2001.
David Jones, president of Coldwell Banker Howard, Perry & Walston in Raleigh, N.C., launched a formal customer service management program a little more than a year ago and has seen one office, Raleigh Crabtree Valley, receive 100 percent customer satisfaction in its first year.
Kelli Todd, president and CEO of RE/MAX All Cities Realty in Los Angeles, has been involved in a formal customer service program for more than six years.
Bert Waugh Jr., CEO of Prudential Northwest Properties in Portland, Ore., oversees 750 sales associates in 22 offices throughout Oregon and Southwest Washington.