We sold our house in October and moved out to the country in November. Can I tell you how stressful it is to completely rehab a distressed house in 2 months? The last 6 months of 2012 were incredibly challenging as we readied our home to sell and looked for a property to buy. Getting a mortgage is almost impossible if you are self-employed and we encountered some of the worst customer service from banks and contractors. Talk about new stories I could tell from the platform…
Here are some lessons I learned firsthand about the importance of customer service:
The Result: While we are still finishing the interior of our “new” home (and haven’t even touched the outside), we really love how everything is turning out. We are learning patience with the process and we love living in the woods! What you do on your job is important. Don’t underestimate the impact you have on your customers – you can make or break us.
In addition, I just wanted to apologize for my lack of consistency in writing this blog/newsletter. Now that we are settling in to our new place and our boys are juniors in college (and less in need of my assistance), my goal is to be more consistent in writing in 2013.
After our experience with such a lack of customer service, one of my other goals this year is to develop highly-customized on-line customer service training with live video broken into smaller segments that can be viewed in departmental meetings or individually (with tracking of attendance and automatic follow up). I want to incorporate “live” clips from your actual customers (think YouTube) so training participants get a “real view” from their customers. This type of training will be more time and cost effective! Let me know if you’d like more information for your organization.
Make it a great week!