I often say to businesses who fail on customer service – try walking in the shoes of your customer, momentarily step outside the four walls of your organisation and morph into a customer. The concept is too mind-blowing for many businesses – they just don’t get it.
World-class Service organisations teach their employees to view things from the customer’s perspective: Understand their circumstances, their pain, and their needs.
Many employees in the lettings industry have never been their own customer, have never needed the services and products their company provides, cannot comprehend what the customer’s mindset is. Therefore they cannot empathise, be compassionate and anticipate their needs. At Jungle Property we have had over 25 years experience as a customer – as a tenant and a landlord so we know the pain and the issues first-hand.
How many of your employees have been their customers?
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