or it can be hard.
We get to choose.
I just got off the phone with my mortgage servicer.
My loan was sold about 9 months ago.
It seems I didn’t read the part in their welcome letter that told me I needed to tell my insurance company who the new servicer was.
Problem ahead
Fast forward to today and I get a letter that my homeowner’s insurance lapsed.
Yikes!
So I call the insurance agent and get a computer telephone tree and 8 minutes of hold music before I give up.
I call the servicer’s insurance department and can’t figure out a way to get a live person on the phone.
I’m beginning to get frustrated.
I call the regular customer service number and reach a real person (huzzah!) named Heidi who can’t help me
but
she makes a call and gets someone on the line who can help me.
This gal, Marilyn, patiently explains my mistake and glosses it over with an “it happens all the time”, which makes me feel like less of a schmuck for causing this problem in the first place.
We then spend the next half hour working to get her the information she needs so she can send the payment to my insurance company.
This included calling my agent and going through the same hell of a hold system as I ran into.
In the end, I found the info we needed on my Insurance company’s site, uploaded it to her and she sent the payment before I got off the phone.
Marilyn and Heidi made a big problem smaller and helped me solve it while maintaining good humor throughout.
Happily ever after
It’s funny how easy customer service can be.
All we really want is someone to listen and someone to help us solve our problem.
Next time one of your customers has a problem, just remember to do that.
- Listen
- Help them solve their problem
- If you can’t solve it, get them in touch with someone who can.
It will make your business thrive and your days easier.
I’m rooting for you.
