The most important promise that we make to our customers at TitleSmart, Inc. is to create an outstanding customer experience. We want to challenge and change the way things have been done and believe title doesn’t have to be a long, boring process. After all, it’s the last step before getting the keys to your new home, and we are determined to make it the most fun part of the entire home buying experience!
You might be asking yourself, “How can I create a better experience for my customers?” Here are a couple of things that make up the building blocks of a great customer experience:
- Walk in your customer’s shoes.
I purchased a home, so I had my own view of the last step before getting my first set of keys. Working for other title companies made me realize that a lot of the industry was focused on the “turn and burn” method of cycling through as many closings as possible in one day. Where’s the compassion in that?!
- Think different.
Find ways to stand out from the competition. This is something that I obsess about. We offer hot Caribou coffee and cookies because the competition doesn’t. We also have every sort of trinket you can think of on the closing table. Thinking differently about the details has made an impact on our customer experience.
- Go above and beyond.
Find a way to make your customer’s experience memorable based on things that they are interested in and feedback you receive from them. I remember one closing in particular where I knew the client loved sailing, and I made sure to book the closing room with the sailboat in it.
It really is the little things that matter when giving your customers a memorable experience. It not only leaves them with a positive impression, but they are also more willing to talk about you to friends and family. I challenge you to think differently about your business and make creative and thoughtful changes to give your clients an amazing customer experience.