Customer service expert Peggy Morrow included Partners in Building in an article she recently wrote for Better Business, a monthly publication of the Better Business Journal. The following is from her article:
"In these challenging times, delivering exceptional customer service is not an option--it is a necessity. If things are a little slower than normal for your business, spend time polishing aspects of your customer service.Go to your customers for feedback on your service and tweak where you need improvement. Here are some best practices from fellow BBB members and 'thoughtstarters'.Greg Hawes, President of Partners in Building, a luxury custom homebuilder in Houston and Austin, says, 'Excellent customer service is treating the customer with the same attention and respect after they agree to buy your services that they were given before the sale.' Are you guilty of not doing this? Often times, I have observed when consulting with companies that they get so involved in what I call 'the chase' that, after they have successfully sold their product or service, they let up and focus on the next sale. Bad mistake. So setting up systems to continue to monitor your customer's satisfaction throughout the delivery and after the service is performed is an important activity.Partners in Building uses an ongoing follow-up process to make sure the customer is happy. They survey prospective buyers, customers after the initial sale, customers in the middle of the construction process, and homeowners after they move in to their new homes. The survey results are discussed in company management meetings and steps are taken to address problems.When you follow up, you may hear some complaints. Remember that those complaints are gifts--a chance to see where processes are breaking down or someone is not doing their job.Never forget that customer service definitely affects your bottom line! Hawes says he has found that the reward for doing what it takes to deliver excellent customer service contributes to the ongoing success of your business. Their business is up over 18% from last year. How about yours? Use this time to see where you can improve your service."