Employee of The Month

On Friday, I have finally seen some of that Customer Service Plantation Homes/Henley Properties have been touting - a commodity that seemed in short supply through my post construction/maintenance dealing with Plantation Homes up until now.

Let's see what the Online Relationship Coordinator at Henley Properties has done right:

1. Yes - he actually did he job! It never ceases to amaze me how many people think they are doing their jobs, but have fallen short. Your job may be to communicate with people (read some reviews, post emails and call people) - those are just some forms in which you perform your job. There is an inherent need to bring these seemingly random tasks together with the right job attitude and the right prospective to relate to your clients and actually do your job. So yes, this guy actually did his job - read the negative reviews of my experience with Plantation Homes, took in on board and followed up with me via multiple methods. Over the course of nearly two weeks we backwards and forwards on the public forum (ProductReview.com.au) and email. My less than cordial communication reflected my frustrations, however, he soldiered on like a professional that all employees should be (I will come back to this point later).
2. Though based down in Melbourne, he was able to affect a change in response that I have been unable to achieve since moving in more than 3 months ago. Now this is my conjecture at this point (having no knowledge of Henley Properties' management systems), a guy doing his job was able to pass it onto his manager who spoke with other departments (across different states) to resolve a client issue. Now THAT IS CUSTOMER SERVICE. The corporate cogs often work very slowly because the different parts of an organisation are so big, so geographically dispersed and silo(ed) in their operation that achieving any positive change across departments (and states) was no no small feat.
3. He was able to concisely and succinctly communicate an action plan to rectify our issues.

At this point, a plan is in place to fix a number of bigger issues plaguing our house to which I am relieved and thankful. I hope all goes as planned (stay tuned on progress in the next few weeks). Meanwhile, I hope Henley Properties understand what a wonderful employee they have in their Online Relationship Coordinator and reward him for his persistence and perseverance. 

This brings me to my next point - bad customer service and what that looks like. An example of someone in dire need of training/career development or a new career altogether. The Warranty Customer Service Administrator Axxxx B has in her communication with myself and my better and more even-tempered half, earned both of our ire. She was:

1. Ineffective in her communication: on multiple occasions she asked for elaborations and clarifications to an issue that was simplistic in its fundamental nature. Rather than referring it onto someone else that can make a call on the matter, she stalled and delayed. A classic tactic of someone that is inept in their job and wished to cover matters up, causing delays in progress and downright pissing off the customers (not to mention making her boss look bad seeing as how she contributed to a royal mess).
2. She told us that she had sought guidance from her manager, and challenged us to seek out the regulatory body to change the status quo. This whole exchange somehow feels fictitious to me. Is the standard customer service response to refer customers to the regulatory body and get the company she works for in potential strife? Was this part of her Customer Service Administrator training? My better half has spoken to her manager and had been advised of very different things in a vastly customer service appropriate attitude. Lesson here: it is one thing to lie on the job because you are lazy or incompetent (or both), it is quite another to be caught with it. 

Unfortunately, our great nation Australia isn't known for its customer service. Anyone who has ever travelled overseas can attest to the difference in customer service overseas, in particularly, I am thinking of New Zealand, Taiwan, Japan, Vanuatu etc...

Let's bust a myth today: Customer Service isn't specific to some industries (although this post has been about customer service in the building industry). Customer Service applies to all industries and all roles. When people think customer service, they think of:

1. Customer Service Desks at shopping centres (valet parking anyone?)
2. Shop attendants when you go shopping
3. Waiters and cashiers when you eat out anywhere

The three examples above are just the obvious forms of customer service. Unfortunately a lot of people don't understand that they are all in some shape or form required to serve clients, with problem solving and quick thinking amongst the biggest arsenal to effectively do their jobs. Think about it:

1. If you are a GP, your client are your patients
2. If you work in a construction company, your clients include local governments, state governments, regulatory bodies and the wider community in which you operate
3. If you are a teacher, your clients are the parents and the children, not to mention the school administrators (teachers are truly to be commended for their dedication to multiple masters)

So, think about what you do in your chosen profession and industry, and the clients that you serve. Are you living up to your customer service responsibilities? How can you improve on your customer service so that your clients will give you repeat business? Repeat business and positive client satisfaction is the end goal of every professional, which leads to rewards like promotions and salary raise (or that EOFY bonus...maybe?).