Letter of the Month - Director Magazine
Article posted on 4th September 2006
The following letter was published in September 2006 edition of Director magazine as "letter of the month"
Further to Caroline Warboys' letter on Customer Service, I am also more than perplexed by the experience of a distinct lack of awareness, quite simply, of what it takes.
Looking to buy a rental property in Oxford I browsed the web sites of six local estate agents, clicked the "contact us" button of all six, asked a few questions. Within two hours one had called me, discussed my situation and given excellent advice. As for the others - nothing, zero, not a peep.
In Asia attention to detail and outstanding service runs in the blood - and Singapore is the world leader. Singapore's success has been built on service and delighting the customer - and in a manner unparalleled anywhere else in the world.
In today's business world, mediocrity cannot tolerated . All of us believe, as consumers or business buyers, that we have an absolute right to buy excellent products and services. Increasingly the differentiator between the successful business and the rest is not the quality and performance of the basic "product" but the quality of the experience the customer has - the "wow" factor.
So, those five estate agents in Oxford you need to get your act together - guess which agent is going to get my business?
Roger Harrop
Watlington, Oxon
