Our thoughts on customer service

Posted by Dan Miller, REALTOR on Wednesday, January 2nd, 2019 at 5:45am.

You may have heard BMO Harris Bank recently eliminated all of its brick and mortar loan officers. BMO lenders, who once worked out of individual branches, now work out of a call center. Now all customer interactions with a loan officer take place online or over the phone. The face-to-face meeting has been eliminated at BMO.

BMO adopted this new customer service model because it costs less than the old model. It's also a response to evolving consumer preferences, which place a premium on speed and efficiency. Will BMO have a thriving mortgage business 5 years from now? We'll be watching to see how their new approach to service plays out. 

customer service in a digital economy

Our thoughts on face-to-face meetings

We understand why companies like BMO are eliminating the face-to-face meeting, and why "cloud" real estate brokerages without any brick and mortar offices have entered the market. We also know from experience that many of our clients still value the connection of a face-to-face meeting. Face-to-face consultations remain an important part of our service philosophy, which we highlight below.         

Our customer service philosophies

1) We make ourselves available to you. We're available to meet at our office, at your home, at a coffee shop, or any other convenient location. Of course you can also call us, email us, or text us and you'll always receive a timely response. 

2) We're students of our profession. We're committed to staying on top of evolving industry trends - and anticipating new ones - so we're always prepared to serve you with skill and expertise.  

3) We're your real estate consultants for life. You can call on us anytime you have questions or need help, and we'll be here to serve - days, weeks, months and years down the line. 

4) We share our best advice. We promise to always share our honest and best advice, even if it contradicts popular opinion or the news you're hoping to receive. This is why so many of our clients hire us, because they want a real estate advisor - not just a salesperson - who's always looking out for their best interests.    

At Mad City Dream Homes we're committed to serving you online, in-person, and in a timely fashion. For more information on our approach to customer service, check out this article which covers our core team values.   

This article is published courtesy of:
Dan Miller, REALTOR
Mad City Dream Homes & RE/MAX Preferred
1619 Monroe Street #1, Madison, WI, 53711

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