Are your customers telling you the whole truth?
Five habits of service excellence leadersFebruary 18th, 2016 by
What does it really mean to be a service excellence leader?
We use the term a lot at GuildQuality because we work with so many companies that truly are leaders in customer service. Whether it’s using customer feedback to improve internal processes or providing comfort and value to homeowners during a project, our members are always striving to deliver the best possible experience to their customers.
Based on their words of wisdom, we developed this infographic to highlight their customer satisfaction improvement strategies. Also included are a few inspiring quotes that describe their implementation practices.
Infographic by- GuildQuality.com
5 Highly Effective Habits of Service Excellence Leaders
Becoming a service excellence leader takes a lot of hard work and dedication, but it’s a goal well worth accomplishing. Here are five quick tips and quotes from some of our GuildQuality members.
Incorporate service excellence into your company’s core values.
“We operate on a culture of communication and education. Constant communication with our clients and our internal teams helps us maintain our reputation as a service excellence leader.”
– Ryan Parsons, Co-Owner
The Brothers That Just Do Gutters
Hire friendly, dedicated people committed to customer service.
“I like to role play part of the interview. I’ll play a client with a problem and ask the applicant to role play their responses. This is usually a good indicator of how they’ll react under the pressure of a tough situation.”
– David Roberts, Owner
Roberts Construction Group
Set customer satisfaction goals and track success.
“We survey our customers to measure and set goals for satisfaction levels. My goals are to have a 99% recommend rate, have 90% of our customers say the project was easier than they expected, and to maintain a 95% or higher rating in each individual category.”
– Abe Degnan, President
Degnan Design Builders
Be proactive, not reactive with problem resolution.
“Investing in collecting customer feedback is just as important to us as any other spending we do in research and development. Surveying our customers helps us to stay in touch with them, and ultimately learn from them, so we can continue to improve our business.”
-Patrick Fingles, CEO/Owner
Nu Look Home Design
Remember, happy customers are your best marketers.
“Our customers are our best marketers. We’ve learned that if you develop a great relationship with them and work to truly delight them, you’ll earn referral business. I’d rather have 100 raving fans selling our homes over one great sales agent any day.”
– Daniel Hopkins, Director of Purchasing & Estimating
Jeff Benton Homes
These quotes were originally published in Highly Effective Habits of Service Excellence Leaders, GuildQuality Success Story: Jeff Benton Homes on Exceeding Expectations, and GuildQuality Success Story: Nu Look Home Design on Transitioning Into a Customer Service Focused Business.
Do your customers think you’re a service excellence leader? Let us help you find out at no cost.