EPMEPM: Ask The Expert

Ask the Coach: How to Improve Your Customer Service

Q. What can I do to improve the service my team delivers to our clients?

We know that our business is dependent on our clients and their experience. What they do or don’t say (both on- and offl ine) has an effect, not just on the property management team, but the business as a whole.

Of course, this means your team’s attitude, language and actions can all make or break a relationship with your clients. The number of years of experience doesn’t mean everything, because a hostile conversation will be remembered over their knowledge of legislation.

So what can you do to drive service first? Having the right team in place is the most important. Skills can be taught; attitude is more difficult to change. However, as a leader you also need to drive this attitude and lead by example. What you do and say is reflected by your team’s attitude and actions.

What else can you do? Ensure your team are empowered to help by being able to make quick decisions, focus on communication in all processes so your customers’ journey is a positive experience, and reward and recognise those who get positive feedback from your clients. So often we reward for growth, numbers and income, and forget to acknowledge exceptional customer service. Perhaps there is an investment in training needed to improve skills and knowledge so consistency is also achieved. Lastly, ensure changes are made when needed, embrace new ideas from your team and have service as your number one value.

To have your question answered email [email protected]

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Lauren Kirk

Lauren Kirk is the General Manager of Real+, developing bespoke training programs for individuals and offices to boost performance and growth. For more information visit realplus.com.au.

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