Maybe I’m wrong about what people want and expect from one person serving another. I am on a mission to figure out a formula that works – I hope you’ll consider responding to this.


How do YOU define “Customer Service”? – I’ve GOTTA KNOW! Do you want to feel special, or “enhanced” by the experience, or is your experience simply a process that you go through that is expected?


I think it depends, doesn’t it? If you’re buying a house, or dining in a restaurant, you probably expect different things.


Let me narrow it down so we can discuss this. I’m a Mortgage Broker. I set myself apart from other brokers by a high level of intentional service. The question for me is, what one client expects or wants, is totally different from another. How can I please everyone? Yes, I know…I can’t please everyone, but I still want the formula.


According to Wikipedia, Customer Service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer’s expectation.


Will these meet your expectations, but better yet, make you want to use that person or experience that thing again:


  Dressing professionally

  Smiling a lot

  Being enthusiastic and fun

  Going the extra mile (what is that, by the way?)


OR these


  Listening to your customer’s wants and needs, and meeting them

  Following through with your word – and if you can’t, letting your client know why

  Fixing the problem

  Empowering your customers to make the best decision for them and their family

  If you don’t know the answer, saying so and then finding out

  Being proactive, open, and honest


Maybe going the extra mile, smiling a lot and dressing well is part of the formula, maybe they just come naturally if you truly are providing a service. Would you judge me if I fixed your problem in jeans? Really though, I don’t wear jeans while I’m working, I’m just throwing that out to find out what matters to you.


So, what’s your formula for customer service?

Megan McDonald, Licensed Mortgage Planner
Excel Home Lending
383 Inverness Parkway, Suite 140
Englewood, CO 80112
Cell: 303-717-9995
Fax: 303-468-6133