During the pandemic, so many businesses were struggling to keep afloat. Staff shortages and working from home created a ‘because of Covid’ phrase that, 2 years later, is getting a bit old.
However, in block management, the ‘because of Covid’ term is more prevalent than ever. Throw in Brexit, the war in Ukraine and the cost-of-living crisis and we’re all wondering how we will get through each day, especially as tempers fly and frustrations with the world are taken out on us. The definition of customer service is about maximising your ability to make the bad things that happen to your customers go away really quickly.
We pride ourselves on looking after clients’ homes like it were our own, but the cost increase of materials, fuel and labour seem to be one of the biggest issues we face at the moment. This means that work isn’t always as prompt as it was pre pandemic. I have often wondered how you can measure customer service accurately. One person could find your performance exceptional, give you a great google review and tell everyone how wonderful you were at dealing with their problem. The same problem could happen to another person and whatever you do won’t be good enough. No matter how much you communicate and explain the hold up, if they have it in their head that the way you have dealt with something is wrong, then there is no way forward.
Others define good customer service as when a company is willing to give their customers anything and everything that they want – the customer is always right approach – no matter how unreasonable some of the demands may be. There is no right or wrong, because the factors of what makes customer service ‘good’ also depends heavily upon what specific things a particular customer may hold valuable or their expectations from what industry competitors do.
In the service sector, relationships really matter. Although processes matter and balance sheets matter – the key to having a thriving business with an excellent reputation lies in building relationships, having the right relationships, and offering great customer service.
When a business can demonstrate that kind of value, that kind of service and that kind of approach – difficult discussions become much easier. For Fraser Allen Estate Management, great customer service comes down to caring. We don’t always get it right. We have made mistakes over the past few years that we have learnt from, but at our core, we always care. We still come to work every day and do our best for every client, even if sometimes it doesn’t seem that way.
As a company, we care about the quality of the service our clients are receiving but we care even more about client satisfaction. Taking the time to understand the issue, what needs to be done, can we find a quick solution or will it take time? If it takes time, ensure that information is communicated. The client should never feel dismissed or frustrated due to long wait times, no access to help or being transferred from one place to another.
Sometimes of course, a problem cannot be solved. That could be because it isn’t a communal responsibility, or the terms of the lease may dictate how an issue should be resolved. It may be that there isn’t enough money in the service charge account, or a Section 20 must be undertaken first.
This can create major problems for a property manager, especially those who always want to do their best and resolve issues quickly and efficiently.
It may be that a customer is calling twice a day, but nothing can be done until 3 quotes are received, and Director’s approval has been obtained. It’s not easy and it’s not easy to stay calm and collected.
In conclusion, you can’t please everyone, but in my opinion as long as you and your staff do your best, you’re honest, and you communicate well, that’s all you can do.
