What Do You Do about Bad Customer Service when You&#8217;re the Customer?

We recently talked about the importance of exceptional customer service for real estate consumers. Now let’s talk about you. I think we’re all familiar with bad customer service as everyday consumers. We've all experienced long wait times, apathetic sales associates, poor service, and/or products that fall apart as soon as you open the box. In our personal lives, we react just like everyone else and tell the world through our social networks, vent to our family and friends, or quickly shoot off an email. Cause I tried, and I tried, and I tried and I tried….Why bad customer service is a bad for everyone. The field changes when we shift perspective from B2C to B2B. What do you do when you've sunk a substantial chunk of your budget into a product or service—and it doesn't deliver because of bad customer service and non-existent follow up? When it's a technology investment, bad customer service is even more frustrating. With a price tag that can reach upwards of six figures, superior client support should be a no brainer, right? Perhaps your vendor promised you the moon and the stars. But once the ink dries only the moon is delivered. What happens once you've invested in a product that doesn’t deliver as advertised? Unlike the B2C world, a well-placed tweet isn’t likely to stop vendor inertia. We’ve met so many brokers that know they need to make certain investments to improve their business model. But bad customer service has made them fearful of investing again. We often hear the same story. The vendor becomes deaf once implementation is complete and/or once they've fulfilled any contractual obligations. How do you overcome a negative experience like this? Our first recommendation is to reject any motivation based in fear. Instead, strive to improve your standards. Be inspired by the excellence you can achieve. In other words, learn from your mistakes; move forward with greater due diligence. Don’t shy away from asking hard questions—ask for help from an expert in the field. Gain comfort through wide ranging research. Align yourselves with providers that intrinsically understand the need for exceptional customer service. Technology providers that "get it" will have a quality customer support team, and they'll showcase their team front and center. These vendors understand that they must leverage exceptional customer service to overcome the failures of previous vendors. These companies will have a great reputation. They'll have happy clients ready to evangelize on their behalf. Satisfaction comes in many forms. A client that is happy and willing to refer their vendors to friends is pure gold. If they weren’t satisfied they wouldn’t do it. For more information, click here .

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