Business ain’t what it used to be. There are companies out there that simply don’t get it. They scream from the mountaintops about the ‘value’ they place in their customers only to disappoint when they prove otherwise with their actions. It’s what we call the one-two punch of customer service.

Case in point, the hospitality industry. I once spent several nights in a well known resort in The Woodlands but became extremely frustrated when I discovered that the bottled water I just took out of the fridge cost me $6, and connecting to the Hotel’s wi-fi cost me another $14.95 per day. And that’s on top of the hundreds of dollars per night just to stay there. That’s called adding insult to injury.

Or how about utility companies that charge you a convenience fee to pay them? I’m trying to give you money, something I’m under the impression that you want, but you want me to pay another $12.95 for the luxury of paying over the phone or by internet. I understand that you’re on the hook to pay for credit card processing – that’s not lost on me – but part of providing excellent customer service is providing the means for your clients to pay for your services.

NOW…. how does it make you feel when a company goes out of its way to DO something for you… even if it’s just a small something?

A large part of my REO business is dealing with contractors who repair my properties to get them ready to sell. One of these contractors won a bid for repair, but repainting was not part of the authorized repair. After the repairs were completed, the contractor took it upon himself to take after-repair photos of the house showing that while the house looked better, it just didn’t pop like it would with a fresh coat of paint. He also included a bid WITH an $800 credit for drywall repair and touchup work already performed. Wouldn’t you know it, the bank appreciated the extra mile and awarded him the extra work.

Put yourself in your clients shoes. Think about the service you provide and ask yourself if you would be frustrated with the service you received. Instead of building walls between you and your clients, even if metophorical, consider for a moment how you can adjust your processes, policies and actions to instead make their experiences better… even if it costs a little more.

Ultimately, all clients will talk about you. What they have to say depends on the level of service that you are delivering. Happy clients tell people about you, do business with you, and refer other clients to you. After all, if I weren’t spending $6 for a bottle of water, I might be inclined to dine in rather than finding a nearby local restaurant.