Customer Service in the Pumpkin Patch

A Blog based on the principles of The Pumpkin Plan: A Simple Strategy To Grow a Remarkable Business in Any Field by Mike Michalowicz It goes without saying that customer service involves “customers”. After reading a review of Mike Michalowicz’s book: The Pumpkin Plan, I began to weigh the whole issue of customer service. How do I determine the best approach to customer service and handling the needs of my customers when my time is limited? I first needed to look at my customer base and within that base what customers added the most value to my business. Then I needed to determine what customers were the worst and of the worst I would see what method I could put in place to ditch them (FIRE THEM!). For the customers that added value to my business, I would nurture them; blow them away with customer service and let them know by my action how much I appreciate them. These are the customers that don’t require a lot of attention, and provide me with great referrals, and are not demanding. For the customers that attempt to suck the energy out of me, I would FIRE THEM. I would show them the path to go somewhere else and suck the energy out of someone else (my competitor, perhaps). By firing a customer I am able to regain my TIME which is extremely valuable to me and my company. Landmark Group provides property management services in the Omaha, Nebraska area and has served it’s customers for 25 years.

Outside the Box?

 I think many of us have heard the expression that we should think outside the box. But what does that mean? What is the box? Why worry about what is outside. I think that when people use that expression they are thinking that inside the box is where you are comfortable. But you have to think outside the box, look around and see that there is much more.  If you get too comfortable you will miss out on a lot.  One important think business need is people with imagination.  Imagination is the ability to see things differently.  What would the world be like now without the imagination of Steve Jobs with his work on the Apple computers, iPad, iPhone and iPod?  It was not very long ago that we had none of them.  If you have a smart phone you can hold in your hand more computing power than was used to send men to the moon.  I had a grandfather who used a carriage to go on dates.  After the date the horse knew its way home.  It can sound romantic, but I would still rather use a car.  But when he was born in 1883 a vehicle known as an automobile did not exist and anyone who proposed such a vehicle was probably considered crazy.  But now we could not do without them. 

Thinking outside the box opens up a whole world of new opportunities.  Ten years ago Landmark maintenance personnel would  arrive in the morning, get a list of service calls scheduled for the day and answer the calls.  If we needed to get talk to a worker someone had to go out in the field and find him.  Now every maintenance employee is provided with a cell phone with GPS tracking.  If you call with an emergency, we know where everyone is and are able to contact them quickly.  Somebody had to think outside the box to permit this type of service.  This is one of the things which sets Landmark apart from other property management firms

 

Customer Service Experience

Most customers who feel they have been the recipients of poor customer service will never vocalize their feelings to that particular person or business. According to First Financial Training Services and the White House Office of Consumer Affairs only four percent of dissatisfied customers ever complain, therefore making the other 96 percent of customer’s easy pickings for your competitors.

Typically an unhappy customer will tell eight to ten of their friends, coworkers or family members about their bad experience, and one in five people will tell 20 others.

So, what are some of the more obvious signs of poor customer service that silently drive customers away? Here are a few observations:

• There are no employees at the front service desk.
• Personnel are talking on their cell phones and ignoring customers.
• Not answering the phone, or not answering it in a timely manner.
• No direct eye-contact with customers.
• Emplyees who are not familiar with the company or the policy.
• Rude employees.
• The attitude of indifference as perceived by a customer

However, all is not lost, since seven out of ten customers will continue to do business if their complaint is resolved, and 95 percent of customers will be even happier if the problem is resolved immediately. And since statistics show that the average business spends six times more money to attract new customers and clients than maintaining the ones they have, loyalty from the current customers is very important.

So to all the current customers of Landmark Group we appreciate your business and hope to do more for you, and for all non Landmark Group customers  please feel free to visit our website at http://www.landmarkmg.com/company/testimonials.html and read through our client’s testimonials regarding their customer service experience with Landmark Group.