'Gold' Standard Customer Service is Still Key to Growing Your ...

The advent of the internet has changed the mortgage industry but a good client service proposition is the key to achieving your business aims and ignoring this will set your business up to fail.

I applied to be a mortgage broker and applied to spend my time manufacturing my business by way of word of mouth. Then the internet came along and like everyone else, I felt that if I didn?t jump on the data super highway then i would miss out on making my fortune. Now you probably know what is coming next
Time went on and I had the greatest, most whizz bang web site in the world. All bright indispensable colours and mission statements, etc. I was so impressed with this internetsite that I didn?t understand that it wasn?t getting some hits. There were no leads. No enquiries. Pretty poor if the truth is told and I felt so deflated. Now, I understand that search engine optomisation is a whole new ball game and in my opinion, an art in itself.

The best thing in regards to this experience was; I had to learn to market my company all over again. Word of mouth was still going to play a huge percentage in my future success but not as much as one other, very essential area. I like to call it?Gold Standard Customer Service.
This is my term for giving my clients the best possible, most rewarding client experience of their lives and it actually is very simple. we all know what it is and how to do it but putting it into exercise is a dissimilar thing all together.

Whenever a client of mine finished their mortgage application with us, understandably, they would then go home and fret when it comes to what they had to do next. What other forms do I have to fill out? What documents will I need? What in regards to a Solicitor? etc,etc. So, we made it nice and simple for them. We would follow up their visit to our offices with a letter to them with ?steps to your mortgage? on it. This would explain in simple terms what they could suppose next.

We likewise applied to send them a bottle of wine with a note saying ?Relax, everything is being taken care of, take delight in a drink on us? and we will be in touch when we need more data off you. We would likewise send them an update by email and telephone at the end of each week updating them as to where their application was up to , disregarding of a lack of progress.

When the mortgage completed, we would send them another letter saying ?Congratulations, your mortgage is completed, you may move in on xx/xx/xx. Your payments are xxx.xx a month and your insurances are xx.xx a month. These are indispensable numbers for you to keep hold of (we would give them numbers for their mortgage lender, Insurance company, utility companies, etc) and finally, this would be accompanied by?.a luxuriousness hamper from Harrods

Yes, this cost us portion of our net profit from the deal but the real gain for us was the amount of referral business we would get. We would get a referral for their family, friends, colleagues and it helped my business so much that I was competent to trade it in 2004 We made it fun, simple and transparent and for a mortgage application, to an outstanding degree disturb free

So remember, the little things count for a lot, so make sure you offer your clients ?Gold Standard Customer Service?

Whether they are called clients, customers, constituents, or, in Disney-speak, guests, all organizations will have to best serve the people who buy their productions and services or danger losing them. Now, for the original time, one critical factor of the methods behind the magic that is the Walt Disney World Resort-quality service-is revealed in Be Our Guest. Even before Tom Peters and Bob Waterman profiled Walt Disney World Resort in their groundbreaking book In Search of Excellence, the most popular resort destination in the world enjoyed a reputation as a company that sets the benchmark for best business practices. Be Our Guest outlines proven Disney principles and processes for helping your establishment focus it is imagination and align it is people and infrastructure into a united scheme that delivers on the promise of particular client service.

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Most helpful client reviews

44 of 45 humans found the following review helpful.
Outstanding Book About Disney, By Disney
By Matthew Dodd
I highly commend this easy-reading book for three reasons. First, it helped me perceive and be grateful for how Disney proceeds to deliver the most eminent quality merchandise and services year-in and year-out. Secondly, it without doubt or question described a great deal of proven ways and conceptions to improve my organization?s client service. Lastly, this book gave me a lot of practical lessons that may and will have to be adapted to fit into most management or leadership situations.

I read a couple of great books by Disney-outsiders (?Built to Last? by Jim Collins and Jerry Porras, and ?The Disney Way? by Bill Capodagli and Lynn Jackson) regarding how and why they were so impressed with Disney. I wanted to read a book in regards to a Disney-insider?s perspectives on what Disney does to impress everyone and exceed all expectations. This book showed me the ?what? of Disney?s practical magic of client service: a full-time business of shared values, imposed standards, concentered work, self-discipline, and attention to detail that is nearly transparent to all Disney guests. I got all that I wanted and more from this great book.

After I finished reading this book, I read through my highlights and realized that the following paragraph from the introduction utterly previewed the book:

?In this book, we take you behind the scenes to discover Disney best exercises and philosophies in action. We provide you with an insider?s glimpse of quality service principles in action both at Walt Disney World, as told from the perspectives of cast members [Disney-speak for "employees"], and in other organizations, as told by executives who have participated in Disney Institute programs. Walt Disney?s basi principles for success still ring true. You build the best product you can. You give people effective training to support the deliverance of particular service. You learn from your experiences. And you celebrate success. You never stop growing. You never stop believing.?

Sharing the mysteries behind Disney?s `practical magic? in this book is yet another example of Disney?s dedication to special guest [Disney-speak for "customer"] service. Read this book and receive pleasure from being Disney?s guest.

13 of 14 persons found the following review helpful.
A Practical Outline for Delivering Amazing Service
By A
I read the book for the original time last summer and imposed it is client service methods this fall and winter at the school where I work. The results were prompt and outstanding. I have just re-read the book and am more convinced than ever that the Disney methods and doctrine for creating ?practical magic? as outlined in this book are the fastest, easiest way to WOWING those we serve. Through careful, thoughtful management of the ?cast? (people), setting, and processes, a seamless and deeply impressive service experience will be enjoyed by our customers. Yes, the book is a big ?ad? for the Disney Institute (and now I want to train there!), but it is also a simple, brief, easy to utilise framework for delighting our customers. I am thankful to the Disney Institute for sharing these tried and true ideas with me!

11 of 12 people found the following review helpful.
Read, Then go SEE the MAGIC?
By A
My wife and I have been to Walt Disney World 3 times in the last 4 years and it?s getting tough to explain to our friends and family just why it is we spend cash and valuable vacation time at the same place. In a word, it?s: MAGIC. Walt Disney World is so much more than an collection of amusement parks filled with thematic attractions interspersed with gift shops and restaurants. Walt Disney World is a study in client service excellence. It is one man?s dream come true. We go as much to be inspired as we do to relax and have fun. This book was an splendid associate to our visit supplying clear or deep perception into just how Disney systematically delivers a quality experience.

So why is Disney flat-lining? Well, this is off the book, but if Michael and the gang are listening- in a word it is ?Saturation?. In Disney?s effort to ?be everywhere? the magic wears off. Disney stores in the mall, all over radio and TV, and in numerous ways getting omnipresent, they are going to pull a ?Planet Hollywood?. They need to keep a healthful distance- not chasing humans everyplace for fear the contest vying for their time and attention will in some manner win out. Just keep doing the basi principles well and let the clients come and find you.

See all 25 client reviews?

Source: http://www.bellybone.net/gold-standard-customer-service-is-still-key-to-growing-your-business/

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