A WRAP FOR RAY WHITE’S TOP GIRL!

     

Well we continue to get a bucketing in this country about our poor service. Apparently of 12 nations tested over the past two years, Australia tied with the U.K. as the worst customer service levels in the developed world. Sunrise Morning show, Today, Tonight and ACA ran with this story and of course, some of the detail is correct. And sure, as I sit here each day I am creating training products to combat this part of our country’s reputation. Essentially I am declaring my own war on Poor Customer Service.

But the more I see evidence of a decreasing care factor in our service levels, the more examples of outstanding customer service I am alerted to. Last issue I wrote of some great service standards I received from Budget rent a car in Sydney. Take a look at the last issue if you want some more details. Of course if we are happy to criticise it is even more important to praise when we have the chance. So here is another positive story.

We are currently attempting to sell our house on the Southside of Brisbane. The house has been on the market for about six weeks. We interviewed a number of real estate agents and decided upon a young lady from the Ray White company. My wife and I chose not to list the house exclusively with her, thinking we could change quickly if the service we were getting was not up to scratch. At the same time, as loyal people, we told her we would not approach other agents to sell it for us for about one month.

Her name is Natalia, she works for Ray White and we could not be happier. This girl is no more than mid 20’s and she is right on top of her game. She is extremely energetic and passionate about what she does and it shows. Natalia calls us frequently keeping us updated about interest in the house. When she comes to our home to have documents signed, it is nothing for her to do so at 8pm. The most impressive thing is, she is always immaculate, always thinking of ways to promote the home and this girl is ALWAYS on time every time. She is never late. She has her day planned to perfection. And I bet all of her clients receive the same great attention.

I asked her if I could write about her in one of my newsletters and she was rather amazed that someone felt her standard of service was higher than many others. I know what she meant though don’t you? It’s sad to think that doing some minor things like turning up on time, doing what you say you will, being well dressed, calling back when asked and being knowledgeable and polite could mean so much to others. But we see so little of that today, that many businesses get and then keep customers simply because they do these things and the others don’t. Maybe you don’t have to spend massive amounts on marketing. Just improve some little things.

All the best !

JOHN PAUL COLLEGE – Daisy Hill will take part in their first Youth Entrepreneur Program on October 5th. Only a few days later. 

 Here’s my MAD challenge to you.

If you have a mobile phone, program it so it reminds you every 3 days or so, maybe twice a week, to send a nice message to someone you love that doesn’t get told enough. We all have those people in our lives don’t we? Maybe a spouse, partner or child. Perhaps an old friend or relative. Maybe a workmate or someone you worked with long ago.

The message could be as simple as ‘ I love you so much’ or ‘thinking of you’. What about ‘let’s have coffee’ or ‘how’s ur day going?’.

Imagine if you received a message out of the blue like that at your desk with a smiley attached. My guess is that it would make your day. Let’s face it that equates to about 8 or 10 texts a month. What’s that bout $2 - $3? Surely your friends and family are worth that? Plus you watch how good you’ll feel from the result.

Until next time - ENJOY GOOD THINGS!