One of the unique features of the Memphis Invest story, is the transition from a transaction based company focused on selling houses, to a customer service based company focused on providing an experience.
Customer Service...an often used phrase, some say over-used, by companies that want to set themselves apart from their competition. For Memphis Invest, our mission has always been to provide the best possible experience for everyone that comes into contact with our company.
For us, it is more than just the experience of our clients. The Customer service experience extends all the way to our tenants. It extends all the way to our vendors and even to our team. Everyone is a "client" if they come into contat with our company and their experience matters to us.
From the very beginning, Memphis Invest understood that our reputation meant everything. It would be built daily on the service each of those four groups received from us. OUr goal was to build the best systems, team, training and program. We knew, as we do today, that no company in our industry approached the customer service experience the way we did.
If you are in the real estate business, even as an investor, take a moment to consider what you really do. Many come to the conclusion that they are selling real estate or real estate services such as providing property management for tenants. Many look at real estate as a way to make a living or earn a return on investment and over-look a key element to any successful business.
At Memphis Invest, we view it a little differently. We have often spoke in front of investor groups at all types of functions and some are surprised to hear us say that we are not a real estate investing company. We are a Customer Service company in the real estate investing business.
First and foremost, in front of every thing else, Memphis Invest is in the business of serving real estate investor clients with their needs. That is pretty simple and boiled down to the simplest terms.
Customer Service - The Core Competency of Memphis Invest
If you are not providing great service, your business is limited and the chances of reaching your true potential are very slim. Now I know many readers are rolling their eyes wondering how customer service ties into rentals or property management. In some cases, I’m sure there are agents reading this article convinced it has nothing to do with them. I challenge you to not be so dismissive of customer service as nothing more than a catch phrase and really good marketing tool.
Certainly don't get caught in the trap of thinking here goes another turnkey company trying to tell me how good they are at customer service. We are perfectly aware of the number of companies out there today using Customer Service as a great marketing phrase and I am sure some are excellent at providing that service. Still, there are many that are simply too inexperienced and too small as companies to be able to provide those services yet.
As reader, as an investor or even as a real estate professional, spend a few minutes reading and examine your business for missing opportunities to blow away your competition and help your “customers” rave about your service and company.
Topics: customer service
For many businesses, customer service can be an elusive art. However, offering the best customer service possible should be at the top of your business priorities, even at its' most demanding, inconvenient and difficult times. Real estate investing, especially from long-dstances and with Turnkey companies can be very taxing on the mind and uncomfortable or some investors. More than ever, real estate service companies need to be great at customer service.
There will be days when clients, tenants and customers will frustrate you, make you want to lose your cool, scream and quit. Here at Memphis Invest, we have spent countless hours studying, reviewing, training and in general trying to learn and improve on everything we do from a customer service standpoint. We have even had business and customer service author, Joe Calloway, feature our company in his book, Be The Best At What Matters Most.
There’s very little fun about customer service, but that doesn’t mean that it’s not rewarding — personally and professionally. For a company like us, customer service is not just a slogan...it is literally our core proficiency. Memphis Invest may be in the business or managing real estate investments for real estate investors, but first and foremost we are a customer service company!
The Memphis Invest Customer Service Team
Carol Henderson and Cyndy McCrary of the Memphis Invest customer service team spent two days last week at the Secret Service Summit event in Ohio learning from and working with some of the top customer service experts in the country. IT was a great opportunity for the team to get a first hand look at how other companies and even some of the experts in the field of customer service are staying ahead of their competitors and providing great service to their clients. We have been asked before why we put such a focus on customer service and why we are constantly telling the story of being really great at it for our clients. I think that receiving thank you notes like this one really sum up our commitment:
Real Estate Investing Can Be A 'Wow' Business
Creating a great experience for clients does not have to be a goal that is reserved only for hotels, restaurants and car companies. If you provide a service for customers like we do, then the Only goal for your company should be hearing your clients say 'wow'. In our company, the service is managing a real estate investors rental housing portfolio. That management process has many opportunities for us to really engage and amaze our clients with great service, great updates and surprise, unexpected touches. Going above and beyond the "normal" property management duties has become our mission and we have engaged the help of a few resources along the way!
Memphis Invest, GP was honored today as the Inc Magazine 500 Fastest Growing Companies list was announced for 2013
Memphis Invest, GP was on the Inc. Magazine Fastest Growing Companies list for the second year in a row moving up to #303 in 2013 from #1320 in 2012. This is a tremendous honor as Memphis Invest, GP joins a prestigious - and exclusive - list of companies that has included Zappos, Microsoft, Jamba Juice, Under Armour, Oracle, Clif Bar, and Otterbox, just to name a few. This is an impressive list and is an incredible distinction for the Memphis real estate investment company.
Enhanced Customer Experience
If we were sitting around a table trying to come up with a phrase for our customer service strategy, Enhanced Customer Experience, or ECE, would have to be it. It is the term that defines exactly what we are trying to accomplish with our in-house customer service program. Anyone can sell houses and almost anyone can set up a property management company. Notice I am not claiming that just anyone can do either very well!
Quality Is The First Adjective That Comes To Mind In A Great Real Estate Investing Business?
What does Quality mean? I am not talking about the qualities of a company - the description that people use to describe the company. I am talking about Quality as THE description of a companies work. The way clients and competitors alike describe their work, their craftsmanship and their processes. All real estate investment companies have qualities, but not all real estate investment companies have Quality.
What Sets Great Real Estate Investing Companies Apart?
When my fourth child was born I picked up a comment card at the hospital on our way out. It had a picture of 4 circles on it and the words "Service ~ Teamwork ~ Quality ~ Integrity" printed around the circles. The card opened up and there was their Mission Statement and a few questions and lines for comments. I grabbed two cards. One so I could respond with how impressed I was with the level of care they showed and the other I kept as a reminder that these were absolutely four characteristics of our company. These were four areas that not just the owners, but every single person at Memphis Invest had committed to work to improve on every day. I saved it for a day just like today.