Carlsbad Real Estate News and Views

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“Dent, Rattle and Lowes” – A Valuable Lesson in Customer Service

“Dent, Rattle and Lowes” – A Valuable Lesson in Customer Service

 

This is, in part, a shout out for Lowes, but also a valuable customer service lesson.

 

We had a new washer and dryer delivered yesterday.

 

Customer service and making someone feel good can be easy. It's part of the jobThe Manager at Lowes called in advance to confirm delivery, in addition to an automated message, but also wanted us to know there was a dent in the washer from the delivery to the store. They would deliver it as planned, order a new one, and replace the dented one when the new one came in.

 

I was impressed. And it was as it should be.

 

The delivery was right on time (how unusual is that?!) and installed efficiently.

 

When the dryer was turned on for testing and to clean out the “new” smell, there was quite a rattle emanating from inside. The driver explained this was a problem that had to have occurred at the factory, and like the washer, the dryer would be replaced with a new one without question.

 

It’s clear that Lowes, like Nordstroms and some other companies, realizes the value of customer service and taking care of problems that have inconvenienced their clients promptly, efficiently, and without question.

 

We can all learn a lesson from this.

 

Stuff happens, often not our fault, but it happens. The best service solution is to take care of it, not make excuses or blame, and do the right thing without being asked.

 

We all get dents and rattles in our business.

 

Do you take care of them like Lowes?

 

And just for fun – an Elvis vid performing “Shake, Rattle and Roll”

 

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If I can provide more information about Carlsbad homes and real estate for sale and surrounding areas, the housing market in general (or locally), or otherwise assist you, friends or family in a home search or sale, please contact my mobile office or text me at (760) 840-1360 or email me at JeffDowlerSolutions@gmail.com

Serving Carlsbad (including Aviara, La Costa & Carlsbad Village),  Encinitas (including Leucadia & Olivenhain), Cardiff, Solana Beach, Del Mar, La Jolla, Rancho Santa Fe, San Marcos (including San Elijo Hills), Oceanside, Carmel Valley, Escondido, and San Diego

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8 comments • Jeff Dowler ~ Carlsbad Homes for Sale ~ 760-840-1360 • September 25 2011 02:26PM

Do YOU Give Good Phone?

The phone, in many ways, has been replaced. Email, texting, and voice mail have become the standard way of communicating, in our business and outside it. Indeed, many people are surprised when we answer our phones and even thank us for doing so. And so often we hear people complaining about the inability to actually speak with someone on the phone, whether it's another agent, a vendor, or a retailer - they have to deal with voice mail, or some complicated voice activated system. And let's not get into the lack of returned phone calls. 

cell phones

But assuming you use the phone, and answer, at least from time to time, the question is... 

Do you give good phone?

It's not unlike thank you notes that have gone by the wayside in our age of email. Handling a phone call properly seems, for many, to have become a forgotten skill. Perhaps some people never even learned because of the relianMy Blackberryce on technology these days. 

So what are the elements of giving good phone? 

First, part of giving good phone is in how you answer the call. There's attitude and there's what you say. One of my pet peeves (yes, it may be just me but I don't think so) is people do not identify themselves when they answer a call. They simply say hello. I think that's fine at home but from a business perspective, it's a problem. Since it is easy to misdial, folks need to know they have reached the person they want to speak with. They can't tell that if you answer only with "hello." 

But more importantly, we are running a business - indeed, we ARE a business - and businesses identify themselves as such. It's part of being professional. 

Attitude is also important. So often you reach someone and they sound as if they resent your call. Maybe they don't, but the intonation in their voice and the manner in which they answer says otherwise. Do you smile when you answer? Do you act as if you are glad they called instead of it being bothersome or an intrusion? 

An important thing to keep in mind is a call IS, likely, the FIRST IMPRESSION the caller will have of you and your business. If they have been reading your blog, or corresponding by email then perhaps this is somewhat less important. But since you don't know until you find out who is calling, why take the chance of creating a bad first impression? One which can be difficult to counteract. 

The phone also gives you the opportunity to have a dialogue (well, most of the time). To have an exchange of information, to ask questions, to seek clarification, and, yes, to be friendly, personal and conversational, and establish rapport. It's much harder, I think, to do so in email. And because so many do not answer the phone a conversation can be a way to set you apart from the competition. 

One last thought. Pay attention to your caller and the conversation. Don't multitask. Ask questions, provide information, and really listen to what they are telling you, or not telling you, so you get the most out of the call. 

You may find the phone may be your best tool in your business,

if you give good phone.

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If I can provide more information about Carlsbad real estate and surrounding areas, or the housing market in general, or otherwise assist you in your homes search, please contact me by phone or text at (760) 840-1360 or email me at JDowler@remax.net.

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365 Things to Do in Carlsbad (and Nearby) on Facebook   Lifestyle Search on AtHomeInCarlsbad.com - Jeff Dowler

Jeff Dowler's Flickr Profile  Jeff Dowler's Facebook Profile   Jeff Dowler's YouTube Profile  Jeff Dowler's StumbleUpon Profile  Jeff Dowler's Twitter Profile  Jeff Dowler's Friendfeed ProfileSubscribe to this blog Jeff Dowler's LinkedIn Profile

Click to Search for All San Diego Homes          First Time Home Buyer Central Website          Relocation A to Z blog

Home Owner's Short Sale Guide

 

   Southern California Chapter of Certified Residential Specialists (CRS)

 My New Brokerage - Solutions Real Estate in Carlsbad CA

 

ALL ABOUT THE CALIFORNIA RELOCATION DUDE

 

If I can provide more information about Carlsbad homes and real estate for sale and surrounding areas, the housing market in general (or locally), or otherwise assist you, friends or family in a home search or sale, please contact my mobile office or text me at (760) 840-1360 or email me at JeffDowlerSolutions@gmail.com

Serving Carlsbad (including Aviara, La Costa & Carlsbad Village),  Encinitas (including Leucadia & Olivenhain), Cardiff, Solana Beach, Del Mar, La Jolla, Rancho Santa Fe, San Marcos (including San Elijo Hills), Oceanside, Carmel Valley, Escondido, and San Diego

Carlsbad Breaking News ~ Oceanside Breaking News ~ Encinitas Breaking News

All content ©Copyright by Jeff Dowler. All rights reserved.

9 comments • Jeff Dowler ~ Carlsbad Homes for Sale ~ 760-840-1360 • September 27 2009 10:11AM