Tuesday, April 19, 2011

CSI-Customer Service Index

There is the old adage, "what gets measured gets done" and in a business so dependent on relationships and service, it is critical to measure the service you are providing. Do you have a customer service index? Are you asking for feedback? Is your office doing this for you?

If you are not or they are not, I would start doing so today! It is very difficult to improve on anything, especially your service, without knowing what it is you need to address. Are your communications with the client timely, but lacking detail? Are you setting the correct expectations? You get the idea.

So what should you be sending? Here at our office, for the benefit of our agents, we mail a survey to the client two weeks post closing. We include a gift card as a thank you in advance for their time. The survey itself is pretty straightforward. Six questions discussing the quality and timeliness of individual actions, as well as rating the process in general. All answers are forwarded directly to the agent involved for their benefit.

Prior to becoming an owner, I was a part of a team that provided a bonus to all team members for every survey returned with an "A" for outstanding service. Not on a team? Give yourself an extra $100 for every survey returned or treat yourself to a day of shopping.

Not only will you feel better about yourself, but you'll be getting invaluable testimonials from your clients and insight into what it is they liked most about their dealings with you. Once you know that, you can be sure to expand on the strengths and work on the weaknesses.