“Hold the pickles, hold the lettuce”…if you’re older than 30, you can probably finish the rest of that old fast food jingle in your sleep. It ended with the ultimate customer service slogan. “Have it YOUR way.” Kind of a lost art to the “me” generation raised on reality shows and selfies, but customer service remains the root of every successful business. You can have the greatest product in the world, but without the people and the mechanisms in place to support that product…well, sooner or later your business is destined to meet an unenviable fate.
With very few exceptions, customers have a choice. At the Nationwide Appraisal Network, we know that there are other appraisal companies around the country and—for many customers–around the block. So being THE appraisal company takes a non-stop dedication to consistency and excellence. “Anyone can say that their service is great, but to show it is a whole different story,” says NAN Co-Founder Cari Burris. So what’s the first step in in the process of greatness? “Surveys, surveys, surveys! We want to know how we’re doing, so we ask our clients as well as our borrowers to rate us on their NAN experience, from the mundane run-of-the-mill needs to specialized requests they may have made. Those results aren’t just kept in some back room file cabinet or on a thumb drive somewhere. They’re analyzed almost daily and used to make our service even better.”
Nowhere is that data more utilized than Customer Service Week, an annual internal event in which the entire company engages in tips, training and team building designed to present real-world scenarios to the NAN team and engage in out-of-the-box solutions. “The real estate business has definitely been on the rebound this past year and that trend looks to continue,” says NAN Co-Founder Joni Pilgrim. “When everyone is so busy, it may be easy to get wrapped up in things OTHER than customer service, but we always have to keep focused on making customers and borrowers feel that they’re our number one priority…because they are.” Customer Service Week has proven to be a great help in that mission. With themes like Spa Day, Trivia Day, Office Scavenger Hunt and the NAN Olympic Games, it’s certainly not a typical week at the office. “This is a fun way to take on serious topics and we all get a lot out of it…certainly the team building part is invaluable. Working TOGETHER for our clients is so important,” adds Ms. Burris. But beyond the fun and laughter, the entire staff gets an opportunity to share customer service tips and experiences that are meant to enhance the experience of clients who use NAN’s services. “At the end of the week I can always tell a difference in the morale of the team,” says Ms. Pilgrim. “On the phones and face to face, the service levels improve and the results can be seen in all of our metrics.”
The bottom line? Whether you’re in Boston or Seattle, ordering a Whopper or a complex home appraisal, our philosophy remains the same…have it your way. That’s the overriding goal here at NAN. If you’re not one of our many satisfied partners, give us a call and let us show you what REAL customer service is all about.
ABOUT NATIONWIDE APPRAISAL NETWORK- NAN is an industry leader in residential property valuations, providing a unique approach to appraisal management through customization, innovation, and quality. NAN website – 888.760.8899