In a day and age of whining about poor performance or lack of taking ownership for mistakes, this blog post is the opposite.
Since 1975 our office has ordered 100 signs at a time from Lowen Signs. Read about Mike Lowen, the founder. Good working relationship, quality product delivered consistently. But like any company, glitches can creep into the assembly line, distribution, communication of delivering the real estate sign happen like in any big business.
The problem with the last batch of signs landed in Houlton Maine from Hutchinson, Kansas was the welds on some of the sign frames. Maybe caused because the welding robots were up too late the night before playing cards, problems at their robot homes or something out of calibration that went unnoticed during production of my batch of signs. Maybe it was ten minutes to five on a Friday.
Whatever the cause, when I brought it to the attention of Lowen Sign, they did not say there is no problem, did not say it's my fault with handling them wrong or our application was not as prescribed. Lowen did not ignore the real problem, and voila, sent me within a few days 12 new sign frames.
That is service, customer satisfaction and the way to run a business. You and I are in a service people related business. Misunderstandings happen and how we deal with them, rather real or perceived is the key to day to day success.
Conflict resolution, product flaws, botched services rendered and ownership of mistake made. We all make them. But how we deal with them, whether we acknowledge them is the key to success and healthy working relationships with our vendors, our buyers, our sellers and anyone else involved in the process of listing, marketing, selling real estate. Postive press, good public relations..do you have that from your real estate sign company? Is that how your customers think of your office and image brand?