As I have grown Mortgage Cadence over the years and established our reputation as the leader in the mortgage technology industry, we have also worked hard to be the only company to offer a customer experience that is unmatched. Recently, I read an article on Inc.com that highlights the five core values to an exceptional customer service experience. CEO of a fresh fruit delivery company, Chris Mittelstaedt, summed up the Five R's of Superior Customer Service well. Below are his five R's and my thoughts on each as they related to the mortgage technology business:
1. Be Respectful
There are times when customers may be upset and come off disrespectful, but no matter what, we must treat everyone equally and be receptive to their concerns and what they are trying to convey.
2. Be Responsive
Observe, listen, and understand your customer's problems before creating solutions. This has been key to our success and has allowed us to take our technology to the next level time and time again.
3. Be Realistic
Set realistic expectations! This is crucial to a successful implementation and fundamental to any successful technology business.
4. Be Responsible
When everyone takes ownership of their responsibilities and the way tasks are delegated and handed off, the doors to greater communication are inherently opened.
5. Be Remembered Positively
Be able to walk away from an interaction with your head held high. If you aren't able to do this, something went wrong in the above 4 R's. I strive to create a work environment that offers a positive culture to ensure that everything we do, and the interactions we have with customers, are left on a positive note.
Are there any other R's you think are crucial to not only a positive work environment but a positive customer experience that are not listed above? Post your thoughts in the comments!
Be Resourceful
ReplyDeleteWhen issues arise, they are often issues because the problem has not been addressed previously. If the answer is not known, go find it, and leverage all available resources. Nobody knows all the answers, but he/she who gets to the right answer and prevents reoccurrence does their customer a true service.
Very, very true John. You are a great example of doing so as well. Thank you.
ReplyDeleteBe Rejuvenating
ReplyDeleteNo one likes to work in a stale environment, but people produce their best work when they have a vision and a purpose to motivate them. I believe it was Friedrich Nietsche who said, "he who has a why to live for, can bear almost any how."
Lefty - yet another great addition to the list. Thank you for sharing.
Delete