That’s a statement you’ll see plastered all over the walls here at Quicken Loans. It sounds nice, and it’s what everyone should do, of course. But how do you do this differently? How do you move this from a nice saying to something that actually impacts others?
Sure, we talk a lot about companies that “get it right” when it comes to client service. And we talk about companies that say this type of stuff, but don’t deliver. But let’s take this down to a more personal level. The people that understand client service have a special skill – they look outside themselves and appreciate the needs of others.
When you, as a representative of a company (or a team within a company) answer the phone, is it an interruption to the majestically important things you are doing at the moment? Or, is there someone on the other end of the line that possibly needs your help working through a problem? Or, is it simply looking for a little bit of information to put some puzzle pieces together faster?
The person with the “client service” skill is either born with it, or works hard to develop it. As we distance ourselves from the industrial society that we left in the 1990’s, this skill is the critical muscle that we all must develop in order to survive in business, commerce, and non-profit organizations. Through cooperation and compassion, businesses will find and keep customers. Commerce will develop infrastructures that meet the needs of our growing numbers and increasing information drive. Non-profits will find more efficient ways to deliver services.
“Client service” isn’t simply for the person who is at the sales counter or in the call center. We should really be calling this “people service.” Every person developing a career must master this in order to succeed. That’s the bottom line.
I’d like to know from the recruiters here at Quicken Loans how someone who is looking for a job can demonstrate that they get this concept. Let’s see what they have to say!