Estaba harto de tratar con las compañías de seguros por teléfono. Decidí que era tiempo para reunirme con alguien en persona . Nos encontramos con Joe Martin. Pasó 25 minutos y nos ayudo a escoger el plan de seguro perfecto para nosotros. Yo recomendaría a Joe Martin y 1st Choice para cualquiera que quiere hablar con una persona real. Fue una experiencia tan fácil. Después de la reunión , los llamamos con preguntas y fueron rápidos para ayudarnos. no podría haber pedido mejor servicio. Gracias.
The 1st Choice Difference is
Being a part of 1st Choice is being customer centered. Team members start everything and finish everything with the customer experience in mind. Whether we are discussing ideas for new projects, deciding on best solutions for a customer issue, or interviewing new candidates. Customer care is the thing that sets us apart from the rest of the world.
Every team member is an owner. They think long term and they don’t sacrifice long-term customer relationships for short-term results. They act on behalf of the entire company, beyond just themselves. They never say “that’s not my job”.
1. Understanding The Customers
“Everyone has to be able to place themselves on the customers shoes, if not you can’t help them.”
1st Choice has aphilosophy, is much more then listening to the customers, it is most importantly, understanding the customer. It’s easy to listen to customers all day long. But that’s just the first step. To be really effective and serve our customers to the best of our ability we take time to understand them and their needs.
2. Serve the Needs of the Customer
“We’re not competitor obsessed, we’re customer obsessed. We start with what the customer needs and work backwards.”
Here at 1st Choice we never stray from the overall fact that the customer pays the wages at our company, (an old Henry Ford quote). We determine what they need and work to serve them. But that’s not the end. During the next evaluation of our services we stop and thinking about how we can make our services better.
3. The Customer: The Most Important Person in the Room
“Focusing on the customer makes a company stronger.”
In 1909 Harry Gordon Selfridge, the founder of Selfridge’s department store in London, was the first to ever coined the phrase, “The customer is always right”. He advocated that customer complaints should be treated seriously so that they should not feel cheated or deceived. 1st Choice is bringing that old phrase back. Even during our inception, we worked hard to establish the philosophy of a company that obsesses over their customers from top to bottom.
4. Never Settle for 99%
“We’re not satisfied until it’s 100%.”
99% of customer satisfaction is great, but our goal is to reach 100% of customer satisfaction. We believe, in today’s age, customers are talking to one another more than ever and are referring companies that provide a more satisfactory customer experience. This is why customer referrals continue to climb at 1st Choice.
5. Strive to Maintain a Customer-Centric Company
“If we can arrange things in such a way that our interests are aligned with our customers, then in the long term that will work out really well for customers.”
The secret sauce to 1st Choice success is the ability to create a customer-centric company. All of the agents throughout 1st Choice are completely customer driven. 1st Choice takes risks to innovate and make difficult decisions simple for the customer. “We don’t focus on the profits for next quarter; we focus on what is going to be good for our customers.”
6. We are not Afraid to Apologize
“We will use the scar tissue from a painful experience to help make better decisions going forward, ones that match our mission.”
Last but not least, what completes the 1st Choice difference is that we are not afraid to apologize. We take ownership of our mistakes and learn from them. This is the way to move beyond good and into excellent.
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