Last month, our Flower Mound-based Closing Manager shared — in her words — what it means to deliver Prompt service as part of our Prompt, Personable, and Precise pledge to our clients. This month, she writes about the importance of being personable:
The best way to ensure that a client has a positive encounter is to be personable in your correspondence. We strive to provide every client with a pleasant and friendly experience. Of the many ways we show our clients that we care, being personable is the most important.
Always remember to listen to your client, help them identify their need and provide prompt responses so they know they are taken care of. Be friendly, treat your customer like a person so they know they are more than a number to us. Show empathy, always be willing to listen and understand the situation to provide the best customer service.
Get to know your clients. Building a rapport is crucial in our industry, and many clients rely on referral business, so a pleasant closing experience is very important to us. Most clients view their customer service experience as a way to gauge how much a company values their business.
At Black, Mann & Graham, we truly value our clients and work very hard to ensure they feel it!