While products and services are important in any industry, it’s operations that keep businesses running smoothly — including at title companies. That’s why successful title agencies recognize that strategic management of operations like customer service forms the backbone of their businesses.
Since the title industry is dependent upon referrals from real estate agents, mortgage lenders, and attorneys, your title company’s performance is a reflection on them, as well as you. These professionals are counting on a smooth transition for their clients, making top-notch customer service a key priority for your company.
Optimizing customer service is an ongoing process that requires a commitment to continuous improvement. As the real estate landscape is constantly evolving, adopting customer-centric operations can help your title company to remain competitive and relevant.
So, how can you put your customers at the forefront of your operations, and in turn drive the productivity and profitability of your title business? It comes down to listening to what your customers have to say about your company.
Ways to Track Your Customer Service
One of the most effective ways to obtain and measure feedback from your customers is through surveys. These questionnaires, when analyzed at regular intervals, can help you get inside the minds of your customers and gather valuable information about their experiences with your company.
There are several online platforms available to help you roll out effective surveys. At the very least, you should aim to identify areas for improvement and ensure customers are satisfied with the service they receive. You can also use surveys to:
- Retain customers and enhance their experience – Giving your customers a voice in your operations not only makes them feel valued but also lets you respond to potential concerns to prevent them from taking their business elsewhere. Armed with data directly from your customers, you can work to improve their experience and boost your revenue.
- Identify trends in customer expectations – Surveys can also help keep your finger on the pulse of evolving customer needs and preferences. By regularly requesting feedback, you can spot trends in your customers’ expectations, which enables you to adjust accordingly to stay competitive.
- Gain more referrals and new customers – Since referrals are worth their weight in gold, surveys are an excellent way to find satisfied customers who may be willing to recommend your title company to people in their network.
In addition, you can ask customers who provide positive survey feedback whether their comments may be turned into an online review. Google Reviews, in particular, are a simple, free tool your business can use to interact with current customers and influence potential ones.
Google Reviews help to promote your search engine optimization (SEO) since they can improve your title company’s ranking and visibility in search results. Google tracks the activity of ratings and boosts businesses with a large number of high ratings, thereby recognizing companies that engage with their customers. In fact, a good review rating can land your agency in the Google Local Pack, which lists the first three businesses near the top of the search page based on location.
To encourage customers to write positive reviews, you can provide incentives for employees who are recognized for outstanding service. Companies that have a Google Business Profile can create and share a link for customers to leave reviews. You can include the link in emails, on your website, and on your social media platforms.
Of course, there’s always a chance you’ll receive a less-than-favorable review — but the effects can be mitigated when handled promptly and appropriately. In the case of receiving a negative review, make sure you post an apologetic and respectful response, and be sure to address the matter internally. Requesting that the reviewer contact you directly so that you can remedy the situation can often help, as well.
How Proliant Helps You Put Your Customers First
When launching and operating your own title company, focusing on customer service can easily be eclipsed by a host of other concerns — including capital investments, compliance complexities, IT demands, consumer protection requirements, and more.
Fortunately, Proliant Settlement Systems provides title company owners with financial operational advantages and support systems that eliminate the most difficult barriers to entry. As a Proliant franchisee, you can focus on the customer experience, while we handle the back-office work. This includes everything from title production to processing to post-closing duties.
Proliant’s fully compliant model consists of a team of experts who provide the expertise and support you need to run a full-service title company. Our professionals stay up to date on the latest in title to keep you informed, answering your most complex questions so you can provide top notch service to your clients.
Plus, our IT support makes it easy to do business within a secure environment. Our secure, cutting-edge IT infrastructure is scalable to your company’s size and needs and is included with your initial investment.
Best of all, with Proliant’s private-labeled franchise model, the name on the door is yours. From your customers’ perspective, your business is 100% yours. We simply provide solutions that allow you to serve your customers efficiently and confidently.