IT’S the ski season, or it would be in normal circumstances.

But is your business enjoying a view from the top of the mountain, or in danger of sliding down the icy slopes?

Even in the property industry your customers are your most important assets; treating them well will help with your retention, your reputation and, vitally, your revenue.

So, how well do you know your customers?

Take our fun quiz and let’s see how you’d go on the customer-experience slopes. Are you ready for the black runs? Or stuck in ski school?

 

YES!

5pts

Hmm

3pts

NO!

0pts

Your website and published documents refer to ‘customers’, not ‘tenants’
Your staff refer to your customers as ‘customers’ not ‘tenants’
Your mission statement refers to your customers
You have a senior manager with a customer experience remit
Staff training includes sessions in customer experience
You know what your customers think of you
You regularly survey your customers internally
You regularly have an independent body survey your customers
TOTAL

 

35-40 points

You’re sitting back in the ski lodge, sipping a vin rouge enjoying the view. The Ski Sunday music is playing in the background. Well done! You are very aware of the importance of your customers, they have told you what they need and you are making every effort to meet their expectations. However, you also know that there are icy patches on the run home so you might need our expertise to keep you ahead of the game.

Contact us and we can help you devise a CX strategy which will enable you to make customer experience your point of difference.

 

20-35 points

You’ve mastered the snow-plough and the beginners’ slopes but you have loftier ambitions. You are aware that you need to get closer to your customers but you’re not quite ready to point your skis downhill and go for it. You need a good instructor to get you past the basics.

We can help you move onto the red and black runs with Voice of Customer research and training programmes for your staff. You can trust us to get you down the mountain safely.

 

0-20 points

Oops, you’re in danger of losing your bindings or heading off-piste! You need to get onto the beginners’ slopes as soon as you can and we can help you with our CX starter pack. We can carry out a baseline study of your customers so you know immediately what you are doing well and where you need to improve. This is really vital knowledge, especially in these challenging times.

We are the equivalent of the fabulous ski instructor who made your trip something special. Call us.

Claire Middleton
Author

Claire came to RealService with a background in sports journalism and lecturing. A sportswriter for the Daily Telegraph she covered the Olympic Games in Sydney and Beijing as well as many other major global events. After moving to Australia, she lectured on a Sport Diploma course and became a media law tutor at Curtin University in Perth. Now back in the UK, she aids the RealService directors around business development, marketing and communications.

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