Contact Shep (314) 692-2200
The offer of great service was so good it was hard to believe!  Was doing business with Vicki Groswald going to be this easy?  YES! In a past article I wrote about an experience with Nexstar, the company that refinanced my home.  It could not have been better.  It was easy and there weren’t any surprises.  Other than the hassle of pulling together a little documentation for income verification, it was easy as can be.  All I had to do was meet with the closing officer at the title company’s office, which was just fifteen minutes away.  I thought that the level of service and knowledge could not be topped.  But it has! Don’t get me wrong.  I still highly recommend Nexstar.  But how often do you get to hear about something great being made even greater?  Here is the story: Recently my wife and I ran into an old friend, Vicki Groswald, who brought us up to date with what she was doing.  She was working with Residential Mortgage Consultants.  As any good sales person would do, she asked if we needed what she was selling – a lower mortgage rate for our home. My response was that I didn’t want to pay any more money for appraisals, credit reports, closing costs, etc.  She said that she would take a look at our loan and see if she could lower our rate without adding to the loan amount and save us money on our monthly payments.  She added that we wouldn’t have to go to a title company for closing because everything would be done at our office or home.  I was skeptical, but willing to listen.  This seemed like too good of an offer.  It almost seemed like a gift. Well, everything she said was true and accurate.  It made me think about how the “best of the best” types of companies and sales people operate.  Here is what I came up with.  It is a simple question to ask yourself about your process… “How can you make doing business with you so easy that it is economically beneficial, totally stress-free and, at the same time, blatantly apparent to the customer?” Economically beneficial does not mean a low price.  You can save customers money without touching the price.  Saving time is a good example (time is money).  For example, Vicki told me I wouldn’t have to drive to the title company to close our loan.  That saves me time that I can be devoting to other things. Stress-free is the same as hassle-free.  Alleviate concerns and follow-up to ensure the customer’s confidence.  Just today I received an email that a product I ordered for my business had been shipped. Blatantly apparent means that the ease of doing business with you is obvious.  It makes you stand out.  It separates you from your competitors.  What makes you special or different compared to your competition?  Exploit these differences.  It can take you out of a “price war.” Add to all of this a good relationship and you are on your way to creating a loyal customer – one that will not just do business with you, but refer business to you as well. Shep Hyken is a customer service expert, professional  speaker and New York Times   bestselling business author. For information contact (314) 692-2200 or For information on The  Customer  Focus™ customer service training programs go to Follow on Twitter: @Hyken (Copyright ©MMXII, Shep Hyken)

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