For years now, there have been declining levels in effective or perceived customer service in all industries. Many highly reputable publications have discussed this decline, the impact from it, and the acknowledgment that customers today may be more demanding than in the past, suggesting that they may be a contributing factor in the dwindling numbers we’re witnessing. On top of an existing decline, we’re almost a year into a global pandemic that has placed its own stresses on a business’s ability to provide customers with top-notch service. However, despite the unusual time we’re living through, it is our job as sales leaders to work diligently to mitigate the effects this pandemic has caused in order to assist our team members and their customers as best as possible.
There is what seems to be a never-ending amount of stress and challenges during this time for businesses, their employees, and customers. New regulations are changing constantly, a lack of storefront coverage due to sick leave is increasingly impacting the workplace, and the entire hiring and training of employees have completely shifted to a new virtual landscape. All of these factors combined create more frustrations and stress for employers, employees, and customers, thus beginning the vicious cycle.
Here at New Home Star, exhibiting high levels of customer service is a dedicated section of our business planning — it’s a benchmark that we strive to achieve every day. In a nationwide poll, over one-third of our agents responded, saying that providing good customer service during the pandemic is “significantly more difficult.” So, what can we do to ensure that our agents have the resources available to still provide customers with a great experience?
It begins with an acknowledgment that customers and those in the workplace are more stressed and may be more on edge than normal. We can’t do much about our customers feeling that way, but we can provide our teams with scripting and tactics to make a customer feel at ease. We are consistently creating and distributing training content aimed at elevating our customer service during unprecedented times and will continue to do so. When team members utilize these resources during client interactions, a customer should be able to move forward with confidence.
One best practice we urge our agents to place a focus on is providing clear and consistent communication for their buyers. We must do everything we can to make sure that our websites and outward communication are up-to-date and concise so our customers know what they can expect from us. If certain policies are in place, make sure that customers are aware of what’s going to be asked of them when they arrive at the model home or attend a meeting with you. This can include signage leading up to the door or prior messaging notifying them of policies and procedures. Lastly, communicating with our employees and agents about being more patient and understanding with customers can go a long way as well. Many individuals are struggling through and responding to this time very differently. A kind gesture, understanding tone, or consistent and organized outreach can make a big difference.
Not only has New Home Star provided training for our agents to utilize in their customer interactions, but we’ve placed a high priority on giving them resources and outlets for taking care of their own physical and mental health. By offering virtual Zumba classes, webinars on how to combat stress in the workplace and other topics, and constantly providing support to each team member, we’ve made great strides ensuring that they can be in a positive mental state while at work and at home.
All in all, customer service may arguably be even more important in today’s day and age, yet it’s oftentimes one of the first areas that we shy away from due to other areas of focus that require our heightened attention. For our brands’ sake, our customers’ sake, and even our employees’ sake, it must be kept at the forefront of our business planning, and we have to ensure that we are adapting in ways that allow our employees to provide customers with an exceptional experience. In this unique and challenging time that we are in, shoppers are craving and gravitating toward good customer service more than ever. We have a window of opportunity to really stand out from the crowd and build some brand loyalty that will last for years to come.