INSIDE: Customer Service Excellence! - Winter 2011 - Farley Martin ...
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
Winter 2011 Volume 20 • Number 4
Published Quarterly by The Society of Notaries Public of British Columbia
BC Notaries Michael Kravetz
and Harman Virk INSIDE: Customer Service Excellence!
Publications Mail Agreement: 40010827
Teamwork!
Creating More through Collaboration
As the Number One mortgage broker team
with Invis in Canada, we are true team-players.
We value our collaboration with BC Notaries
and lawyers. We know that working with
dedicated professionals throughout the
financing process is what creates a great
customer experience.
No one wants a mortgage! Clients want
a home and peace of mind in uncertain
times. Invis-Team Rob Regan-Pollock will create
the mortgage plan that’s right for your clients.
Let our “strength in numbers” take your clients
home!
www.invis.ca
BC Notaries Are Respected in Their Communities.
What Does it Take to Become a BC Notary Public?
• Strong entrepreneurial and people skills • Fluency in English; other languages an asset
• The highest degree of honesty and integrity • Financial backing
• University degree and 5 years’ related experience • Dedication to serving the public
Those are the characteristics of a BC Notary Public.
There are business opportunities for Notaries in various communities throughout British Columbia.
As a BC Notary, you will have the If you have the qualities noted For more information, please
opportunity to enjoy a rewarding above, and are looking for a new contact The Society of Notaries
career as an independent career path, consider our Master Public of British Columbia
businessperson who serves the of Arts in Applied Legal Studies 1-800-663-0343
public, and sets the example (MAALS) program for BC Notaries, or visit our Website
of integrity and trust for which conducted through Simon Fraser www.notaries.bc.ca.
Notaries are known throughout University.
the world.
P u b l i s h e d b y T h e S o c i e t y o f N o t a r i e s P u b l i c o f BC
Photo credit: The Scrivener
What Does it Take to Become a BC Notary Public? 3
COVER STORY The Scrivener: What’s in a Name? 4
Customer Service Excellence: PROFILE Of A BC NOTARY
Kate Manvell: West Vancouver
Empathy is the Essence 32 Grab the Brass Ring! 37
The Wonder of West Vancouver! 40
THE PRESIDENT Of THE SOCIETY
Simon Manvell
Customer Service: There’s Nothing to it 6
John Eastwood The Directors of the Society
THE CEO/SECRETARY OF THE SOCIETY of Notaries Public of BC 2011 – 2012 42
The Customer is Always Right. Right? 7
Wayne Braid
KEYNOTE
6 Timely Tips for Customer Service Excellence! 8
Val Wilson
Vested Interest, Consequence, and Empathy 9 Building Better Communities, One Grant at a Time
Nigel Atkin
The 10 Commandments of Customer Service 12 WOW! What an Achievement!
Greg Litwin 25 Years and 40 Million Dollars! 44
Are You Storyable? 14 The Board of Governors
Rhonda Latreille of the Notary Foundation of BC 46
Land Surveyors of BC Letters to G. W. (Wayne) Braid,
Quality Service by a Professional 16 Executive Officer of the Notary Foundation 47
Chuck Salmon Vanessa Noga
Providing Value Over Price, Mediate BC Society:
and Other Customer Service Gems 18 Prevent, Manage, and Resolve Disputes with
Rob Regan-Pollock Practical, Accessible, and Affordable Choices 48
Donors Need Customer Care, Too 20 Kari Boyle
Pauline Buck
Assessing a Person’s Potential
for Customer Service Excellence 22 The Scrivener: What’s in a Name?
Greg Dixon “A professional penman, a copyist, a scribe . . .
The Personal Touch 24 a Notary.” Thus the Oxford English Dictionary describes
Nancy Schick Skinner a Scrivener, the craftsman charged with ensuring that
the written affairs of others flow smoothly, seamlessly,
Crime Prevention through
and accurately. Where a Scrivener must record the files
Excellent Employees and Service 26
Ozzie Kaban accurately, it’s the Notary whose Seal is bond.
We chose The Scrivener as the name of our
Building The Great Customer magazine to celebrate the Notary’s role in drafting,
Service Experience 28 communicating, authenticating, and getting the facts
Paula Siemens straight. We strive to publish articles about points
Selling Yourself 30 of law and the Notary profession for the education and
Filip de Sagher enjoyment of our members, our allied professionals
in business, and the public.
4 The Society of Notaries Public of British Columbia Volume 20 Number 4 Winter 2011
The MiX
Services a BC Notary Can Provide 8
Editor’s 36
Business to Business 43 and 63 Published by The Society
FORENSIC FESTIVITIES of Notaries Public
Debating The Laws of Champerty and Maintenance* 51 of British Columbia
Jim Emmerton
REAL ESTATE FOUNDATION OF BC Editor-in-Chief Val Wilson
The 2011 Land Awards 52 Legal Editors Wayne Braid, Ken Sherk
Jack Wong
PR and Magazine Susan Tong, Chair
Appraisal Institute of Canada 54
Committee Filip de Sagher, Vice Chair
LETTERS 55 David Watts
TRAVEL Laurie Salvador
The Unity of Diversity 56 Kate Manvell
Leona Bailey Reimer
Distribution Amber Rooke
ANOTHER WORLD
Great Day at the Office 57
Greg Workman
The Scrivener
SENIORS
Voice: 604 985-9250
Helping Seniors and The Sandwich Generation:
Focus on Kelowna 60 email: scrivener@society.notaries.bc.ca
Jo-Ann Keith Website: www.notaries.bc.ca/scrivener
THE POWER OF ATTORNEY IN BC
Advising the Attorney Under the New Legislation 62 The Society of Notaries Public of BC
Laurie Salvador 604 681-4516
WILLS
Wills in British Columbia 64 To send photographs to The Scrivener,
Rick Evans please see the Editor's column on page 36.
Not-So-Secret Codes 65 All rights reserved. Contents may not be
WILLS & ESTATES reprinted or reproduced without written
Gold Diggers 66 permission from the publisher. This journal
Trevor Todd, Judith Milliken, QC is a forum for discussion, not a medium
STRATEGIES of official pronouncement. The Society
How to Turn a Challenge into a Brilliant Solution 68 does not, in any sense, endorse or accept
Carla Rieger responsibility for opinions expressed by
TAXES contributors.
Joint Tenancy: Tips And Traps 70
Andrea Agnoloni
PRIVATE RECIPE
Red Thai Curry and Coconut Chicken 72
CELEBRATION
Canada post: Publications mail
The Diamond Jubilee of Queen Elizabeth II 73 agreement No. 40010827
The Honourable Steven Point, OBC
INVESTING Postage Paid at Vancouver, BC
Can You Survive A Double-Dip Recession? 74 Return undeliverable Canadian
Netty Vogels Addresses to circulation dept.:
TECHNOLOGY The society of notaries
Outstanding VOIP, Mice, 3D, and Sound! 76 public of bc
Akash Sablok Suite 1220 – 625 Howe Street
HONOURS & EVENTS Box 44
People 78 Vancouver, BC V6C 2T6
Where in the World has The Scrivener Been? 78 scrivener@society.notaries.bc.ca
Volume 20 Number 4 Winter 2011 The Scrivener 5
THE PRESIDENT Of THE SOCIETY
John Eastwood
www.TheBigPictureStudio.com
Customer Service: There’s Nothing to it
T
o make my point, I’ll relate Have you ever been told, “I’ll That was on Saturday night. At the
do that and get right back to you”? exact time she was booking, the staff
a short story Did you honestly expect the person at the vacation rental agency noticed
would? Probably not. In our world, we a typo in the online room rate and
Way back in the days when
have learned to accept poor customer corrected it.
we dictated correspondence and
service as the norm.
documents, about once a year I would They attempted to contact us, but had
receive a letter from a well-known That’s the point. Excellent received an incorrect email address.
dictation equipment-sales organization. customer service—making a great
impression on your clientele—is the • O
n Monday, they left a message
Their missive would promote their
result of just being a little better than at our home phone, tracked
products and always end with the
your competitor. In your practice or down our office phone number,
statement that the writer would call
your business, if you need to “get called, obtained our correct email
for an appointment to demonstrate
back,” tell that client or customer what address, and contacted us to
the products. I expect it was part
you will do, when you will do it, and advise about the incorrect room
of that company’s training program
then just do it. Tell the client what he rate quote.
and it seemed that every one of their
or she can expect of you and simply
new salespeople included me in their • U
ntil they were able to contact
live up to your commitment.
first letter. me, they had put a hold on the
I never received a call. suite and also on a lower-priced
If they only knew what an effect
Decide on your own standard unit down the road, to be sure
I had choices in my price range.
that had on me. Initially, I didn’t take of service and just do it!
note of the letter and lack of follow-up; • O
n receipt of their email,
then, as I received subsequent letters, And be realistic in the timeline you I confirmed the original unit at
I kept score—0—no calls. set for yourself; it’s better to be ahead the corrected rental rate and
I remember feeling that perhaps of schedule than behind. By doing so, received immediate confirmation.
I should phone and ask why they never you will exceed expectations and make Now that’s customer service!
phoned me. a lasting positive impression. I would not have expected that much
That experience influenced my Another story . . . effort to locate us.
philosophy in business and motivated As I was writing this column on It’s the start of a brand new year.
me to develop my own standard the weekend, I was trying to find Let’s take the time to look at the
of service. It is summarized in only two accommodation for our holiday in Maui. people who have provided excellent
short phrases. Our friend was assisting me. Since service and those who have made
• J ust be a bit better than the I had left it rather late, little space a less-than-favourable impression.
others. was available, but she found a suite in What did they do—or not do?
a building she knew and liked; she went
• Do what you say you will do.
ahead and made our reservation for us, Decide on your own standard
That’s it! including paying with our credit card. of service and just do it! s
6 The Society of Notaries Public of British Columbia Volume 20 Number 4 Winter 2011
THE CEO/Secretary OF THE SOCIETY
Wayne Braid
The Customer is Always Right.
www.wildmanphotography.com
Right?
T
he policy of “the customer Customer service is not about service is to consider the way we like
offering giveaways and incentives to be treated when we are shopping
is always right” is to clients to get them in the door or for goods and services. A dreaded
a fallacy, although I must about entering their names into a prize “customer service” moment for me
draw for a TV or a trip to an exotic is when I call the car rental company,
confess I have entertained that destination. Some retailers do use that for example, and hear, “Welcome to
adage when I was not a happy method for marketing, where you fill our Customer Service Centre. Press
in a form that asks for all your contact 1 for..., press 2 for..., press 3...”
customer. information so the store can promote That might be an efficient system
products to you via email, direct mail, for the car rental company, but for
In our Winter Scrivener, our
or telephone solicitation. the customer . . . ?
writers talk about the many ways they
ensure the needs of their customers Let’s go back to the title of this
or clients are met, including going the Notaries have the little discussion. We all know the
extra mile, making new clients and
regular clients feel welcome in their
responsibility to advise customer is not always right but the
way we handle the angry, upset,
business office, and telling people their clients that the
defiant, or misguided customer sets
on a regular basis how much their customer is not always right, out our level of service excellence.
business is appreciated.
and to communicate that A BC Notary is often called upon
Wal-Mart is famous for being the message in a professional to politely and efficiently counsel
first retailer to provide special staff at
the entrance to their locations to say, and caring manner. clients that what they are trying to
“Welcome to Wal-Mart!” When we go do will not work, may be unethical,
into a McDonalds, a Burger King, or True customer service is about or is simply not in the best interests
pretty well any fast-food vendor, we getting to know your customers or of all concerned. Notaries have the
are greeted with a smile, a welcome, clients and their needs, then making responsibility to advise their clients
and “How may I help you”? sure those needs are filled in a way that the customer is not always right,
that would meet or exceed your own and to communicate that message
Most grocery store cashiers in a professional and caring manner.
expectations. For most of us, those are
are trained to ask, “Did you find
simple things such as being treated On the customer-service-related
everything you were looking for
with respect, remembering our name, occasions when things were not done
today?” They really want to know if you
and being greeted in a friendly manner exactly the way I thought they should
were able to find all the items on your
that says they really do appreciate our be, I realized that the business really
list because . . . they want you back!
patronage. did have my best interests in mind.
They want you to return time and time
again. They want their location to The way to make certain our I have gone away thinking, Well,
become your default shopping choice. business is providing great customer I learned something today! s
Volume 20 Number 4 Winter 2011 The Scrivener 7
Services a BC Notary KEYNOTE
Can Provide
Val Wilson
• A ffidavits for All Documents required
at a Public Registry within BC
• Authorization of Minor Child Travel
6 Timely Tips
• Business Purchase/Sale
for Customer Service
www.wildmanphotography.com
• Certified True Copies of Documents
• Commercial Leases & Assignment
of Leases
Excellence!
• Contracts and Agreements
• Easements & Rights of Way
• Estate Planning
W
• Execution/Authentications of International e all have stories 4. Train Your Staff.
Documents Do not assume that a person who
about our customer seems sensible in a job interview will
• Health Care Declarations
• Insurance Loss Declarations service experiences. be able to manage a confrontation
with an irate client.
• Letters of Invitation for Foreign Travel These tips are based on a few
Your staff should be knowledgeable
• Manufactured Home Transfers of my favourites. about your company. While most of
• Marine Bills of Sale and Mortgages
1. Implement An Electronic Assistant. us will be kind to someone who says,
• Marine Protestations
“I don’t know. This is only my 3rd day
• Mortgage Refinancing Documentation Once people have made the effort to
on the job,” why wasn’t the new staff
• Notarizations/Attestations of Signatures call your business, they should be
member fully trained before being
able to leave a message outlining the
• Passport Application Documentation given the responsibility of representing
reason for their call. Use an answering
• Personal Property Security Agreements service/machine to take messages the company on the phone?
• Powers of Attorney from after-hours callers.
5. Monitor Your Front Line.
• Proof of Identity for Travel Purposes
Call your office often to hear how the
• Purchaser’s Side of Foreclosures 2. Adopt the Concept of Internal
front-line people are answering the
• Representation Agreements Customers.
phone. Some have been doing it for
Customer service usually refers to
• Residential & Commercial Real Estate so long, they no longer pronounce the
the way we treat people outside the
Transfers company name clearly.
business—our external customers.
• Restrictive Covenants and Builder’s Liens Redundancy + Speed = Garble
There are internal customers, too . . .
• Statutory Declarations the individuals inside the company. 6. Be Nice.
• Subdivisions and Statutory Building Fellow staff members should Here is an example of customer-service
Schemes extend the same courtesy, care, and damage control at its finest. My friend
consideration to each other that they owned a Vancouver boutique that
• Wills Preparation
would show to an outside client. sold beautiful china, wine glasses,
• Wills Searches Unity inside a business is evident to and kitchen accessories. One day
• Zoning Applications external customers. Harmony makes a customer returned to her shop to
the workplace and the workload more complain about a defective product.
Some BC Notaries pleasant and increases the quality— As he related his story to my friend, who
provide these services. and perhaps the quantity—of the work
is about 5 feet tall, the man began to
produced.
• Marriage Licences yell. When he took a breath, she looked
• Mediation up at him and asked, “Excuse me, Sir.
3. Encourage a Sense of Belonging.
Am I being rude to you?” “No!” he
• Real Estate Disclosure Statements Have business cards printed for each
fumed. “Then why are you being rude
member of your staff. Why? Your
Over 300 Notaries to Serve You! to me?” Quite taken aback, the man
staff represents your company 24/7.
apologized and the two soon solved the
For the BC Notary office A business card will enhance their
problem at normal volume.
pride in their position, help build
nearest you, professionalism and a strong sense Be nice. It creates less stress
please call 1-800-663-0343 of belonging, and of course serve to for everyone and quite often leads
or visit www.notaries.bc.ca. promote your business. to a successful conclusion. s
8 The Society of Notaries Public of British Columbia Volume 20 Number 4 Winter 2011
FEATURE
Nigel Atkin
Vested Interest,
Consequence, and Empathy
O
ne of the most helpful it entails only after they learn more In 2011, Forbes magazine (http://
about the fuller communication www.forbes.com/powerful-people/)
ways of looking at process. They think about it, and noted the World’s Most Powerful
customer service then recognize the wider spectrum People and identified the 27-year-old
of meaning that this concept applies Facebook founder Mark Zuckerberg
excellence is through the lens to all people—executive and front-line as 9th in the world, moving up from
of communication. staff—and that everyone needs to number 40 in 2010.
become a better communicator.
While the respective leaders of the
In academic work or in consulting,
USA, Russia, China, and Germany
it is always important to define, within
“When people become captured the first 4 positions of power,
the parameters of one’s study or
Zuckerberg came in just after Pope
a project, what exactly is meant by better communicators, they Benedict XVI and the US Federal
the term “customer,” what exactly is
become better in all areas Reserve Chairman Ben Bernanke,
the “service” being offered, and then,
of decision-making.” and just ahead of number 10, British
by the customers’ own standards,
Prime Minister David Cameron.
how they would measure the specific
service “excellence.” Canada’s Globe and Mail reported
The Importance of Research
Forbes, writing, “What the CIA failed
Printed on my business card In the past three decades, government to do in 60 years, Zuck has done in 7:
is a short statement that defines and business leaders have recognized Knowing what 800 million people
a philosophy for teaching and in that “communication” is much more think, read, and listen to.”
delivering communication counsel. than a one-way stream of messages
It reads, “When people become better disseminated in newsletters, news Three Concepts
communicators, they become better releases, Website information, tweets, When information is currency, as it is
in all areas of decision-making.” and speeches. today, people need to learn three key
concepts to study and practise in their
This brief line cuts to the chase They recognize the importance
research as they discern options.
and opens the door for people to know of research in communication. In any
more about the importance of all project, research dominates the criteria • Vested Interest
students and employees to become for success. Research accounts for the
• Consequence
better communicators. It helps vast majority, maybe 90 percent of any
individuals make better decisions successful communication initiative. • Empathy
in life. That is perhaps the most
Research provides data, which In this instance, vested interest
important aspect of customer service
through analysis can generate means a person or a group that has
excellence.
knowledge. As Francis Bacon noted, a personal stake or involvement in an
While some students and clients “the more one knows, the more one undertaking. The term is often used
immediately relate to it, many others will be able to control events”—hence in law with an expectation of financial
embrace the communication practices knowledge is power. gain, but that limits its use here.
Volume 20 Number 4 Winter 2011 The Scrivener 9
To make the concept relevant to the to deal with 300 suppliers. Today, you’d asked, you could have had my
moment, students are asked, “What he works with more than 15,000 mind.” In the Information Age, wise
is my vested interest in my telling suppliers to serve his diversified client leaders open the dialogue, create
you this? What are your interests in base. Research is vital to customer better communicators, and therefore
consuming these ideas?” service, maintaining competitive edge, accelerate customer service excellence.
and profits.
Consequence is the result or effect Understanding Body Language
of an action. In the same way, I ask Leaders can’t do it alone because Today, a pre-eminent hotel chain
them, “What are the consequences it is becoming more usual for all staff in the United States is training all
to you of me telling you this? What to be trained and enlisted to carry out staff—from management, front
are the consequences for me?” important customer research and to desk, to housekeeping—in delivering
deliver appropriate communication, personal service by focusing on
They learn to see vested interest
often on the spot. customers’ body language.
and consequence everywhere they
look—in conversations, in news and According to a recent article in
advertising, on TV, in politics, in Empathy is the intellectual USA Today, a body language expert
sports and entertainment. It becomes
identification with the worked with employees “on what cues
secondary in nature to think in these to look for”—customer mood, levels
terms, to understand their own feelings, thoughts, or of stress, their needs, wants, and
choices, to discern, and to recognize attitudes of another. desires that could trigger a positive
consequence of action—their own hotel staff encounter toward the
and others. heightened customer service of their
In the 1990s, some corporations
In teaching communication, or in recognized this shift whereby all staff guest.
this case sharing ideas supporting received communication training—to As a result of the training, staff
customer service excellence, empathy understand the need, philosophy, became more aware of human
is the third important concept to know. theory, and practice—to ensure all behaviour and improved their ability
Empathy is the intellectual staff made better decisions regarding to achieve greater empathy. For
identification with the feelings, all aspects of their work in dealing with instance, eye contact or lack of it with
thoughts, or attitudes of another. customers, colleagues, those to whom customers can mean openness to
It can be vicarious, as we watch they report, and those they supervise. conversation—or not. Understanding
pinnacle moments in sports and This initiative created business the body language of fatigue,
our arms twitch with the bat or we and government efficiencies, of irritation, and of stress “gives
experience the hit in the ring or positive customer relationships well (staffers) some tools they can use to
witness sustained injuries. We see documented with respective publics help identify the right way to address
detectives use empathy to solve in British Columbia. somebody at a particular moment,”
crimes in TV shows. the article outlined.
In a major European conference
There is a great deal of positive The body language trainer
in 2002, public relations researchers
empathy in life. The kindness contended that training all hotel
documented the trend to help all
of strangers; sharing good childhood employees is unique, and designed “so
members of an organization become
memories; being a grandparent; every single guest is treated as special.”
communicatively competent to
recalling our own experience and those The chief brand and marketing officer
respond to growing societal needs.
of our children; recalling exceptional of the boutique hotel said this training
Communications focused internal
above-and-beyond customer service. helps “our associates deliver a service
initiatives on the mentality and
that’s more customized to them.”
Ongoing Research behaviour of the members of the
organization. Exactly. In security as well,
Research into the attitudes, beliefs,
heightened research—knowing the
and behaviours of our customers is Not to use staff for informal,
customer—becomes an essential
becoming an ongoing activity, even yet continual customer research
aspect of maintaining peace and
an art, especially when customers or intelligence-gathering in their
sustainable economy.
have more choice and the economy areas of expertise, and not to use
is not strong. The need for research their face-to-face opportunities to On the international stage,
becomes more important when disseminate organizational information El Al Airlines is noted as the
markets turn down or competition appropriately is a waste of human premier organization delivering
threatens sustained growth. resources. customer service excellence in the
area of airport security.
In Sidney, a friend who works at I’m reminded of a poignant
a lumber/hardware supply company comment I read, attributed to a retiree Long considered the world’s most
told me recently that when he started from an Industrial Age factory. “For secure airline, El Al employs stringent
working there 35 years ago, he had 35 years, I gave you my hands. If procedures that are effective, envied,
10 The Society of Notaries Public of British Columbia Volume 20 Number 4 Winter 2011sadness, happiness, surprise, and
…El Al employs stringent contempt. Some experts contend
procedures that are effective, a fuller range of positive and negative
emotions such as relief, satisfaction,
envied, and sometimes amusement, pleasure, pride, shame,
controversial. embarrassment, or guilt can be
detected. Lasting only 1/25th to 1/15th
of a second, they are difficult to
Using Micro Expressions
fake or hide, often providing experts
Plain-clothed agents and fully armed with valuable intelligence benefitting
policemen and military personnel patrol greater customer service excellence as
airport grounds looking for threats and it would be defined in this case.
suspicious behaviour. Passengers are These tools and their supporting
requested to arrive at the passenger technology are rapidly trending
©iStockphoto.com/CTE Consulting Services check-in 3 hours or more before into greater use in security and
scheduled takeoff and are individually communication. The research material
questioned as to destination, past trips, they provide empowers front-line
travel purpose, their occupation, current staff—in whatever form of customer
job, and other background information. service they deliver—to improve their
Not only trained in body language, communication practice and decision-
El Al security staff members are well making by using the concepts of vested
versed in the ongoing study of “micro interest, consequence, and empathy to
and sometimes controversial. Under their customers’ benefit. s
expression” theory and practice where
constant threat at home and abroad,
experts can detect brief, involuntary Nigel Atkin is a university instructor
the national airline of Israel embraces
facial expressions that relate to human and international development
leading-edge technology in baggage
emotions. consultant specializing in strategy,
security, explosive material detection,
and advanced aspects of behavioural Micro expressions relay basic communication, and ethics.
psychology. emotions of disgust, fear, anger, Natkin2020@gmail.com
Why invest the time to get to know our clients?
Because we care to fully understand what you’re up
against and where you want to go. We gain insight and real
understanding so we can help you achieve your ambitions.
it all starts with building
a great relationship.
Strong relationships with over 50,000 business clients
across Canada have proven our commitment.
BDO. MORE THAN YOU THINK.
Assurance | Accounting | Tax | Advisory
Suky Cheema, CA, Partner
604 688 5421
www.bdo.ca
BDO Canada LLP, a Canadian limited liability partnership, is a member of BDO International Limited, a UK company limited by guarantee, and forms part of
the international BDO network of independent member firms. BDO is the brand name for the BDO network and for each of the BDO Member Firms.
Volume 20 Number 4 Winter 2011 The Scrivener 11FEATURE
Greg Litwin
The 10 Commandments
of Customer Service
W
ikipedia defines Who wouldn’t want to buy something • D
o you try to accommodate their
after that initial “feel good” service? requests?
Customer Service You sense, I am welcome here.
as the provision They value my business! • D
o you listen to them when they
speak?
of service to customers before,
during, and after a purchase, My belief is to start each day Remember your assistants/staff
are a reflection of yourself, and your
or a series of activities designed as a brand new day. staff can make or break you. I foster
Let’s start on a happy, a team approach where everyone wins.
to enhance the level of customer
positive note. Through our bonus system, everyone
satisfaction . . . benefits when we have a good month.
Thank your staff for their efforts and
What level of customer service Here are my Ten Commandments praise them for a job well done. They
excellence do you deliver in your of Customer Service Excellence. have a direct effect on your profit.
business? 1. Greet each person who
• D
o your clients feel “good” after walks through your office door. “Kinds words can be short and
meeting with you and completing easy to speak, but their echoes are
Smile, offer a friendly greeting, and if
their business?
you can, acknowledge the person by truly endless.”
• D
o they feel satisfied with your name. All of us like to feel important.
When I walk into a place—be it Mother Teresa
service?
a store, a restaurant, or a gym—and
• W
ould they be willing to share 3. For good customer service,
hear someone say, “Hi, Greg. How’s
their experience with family and it going?” wow, I feel better already. go the extra mile.
friends? I enter my office and greet my
Include a thank you note in
• W
ould they consider allowing assistants each day with a smile
a customer’s package, send a birthday
you to use their words in and usually say “Morning! What
card . . . there are all sorts of ways
“testimonial”-type advertising? a beautiful day!” My belief is to start
to keep in touch with your customers
each day as a brand new day. Let’s
Said Sam Walton, founder and bring them closer to you.
start on a happy, positive note. That’s
of Wal‑Mart, “Our goal as a company my own feeling, of course, but it ties
is to have customer service that is not in with this next golden rule. “Loyal customers don’t just come
just the best, but legendary . . .”
2. Treat your assistants/staff back; they recommend you and
Who doesn’t like entering the with the utmost respect. insist that their friends do business
Wal-Mart store and being greeted
by a person with a smiling face • A
re you polite in your dealings with you.”
who offers you a shopping cart? with them? Chip Bell
12 The Society of Notaries Public of British Columbia Volume 20 Number 4 Winter 20114. Give your customers of ways to elevate yourself above the
the benefit of the doubt. competition. Consider the following.
When you attempt to prove the • W
hat can you give customers that
customer is wrong and you are they cannot get elsewhere?
right, you risk losing that client.
You will never win an argument with • W
hat can you do to follow up and
a customer—and you should never, thank people?
ever put a customer in that position. • W
hat can you give to customers
that is totally unexpected?
“Your most unhappy customers are
your greatest source of learning.” 9. Always remember
Bill Gates how it feels to be a customer.
But of course, try not to have any Put yourself in their shoes and
unhappy customers. remember how it feels to be on the
other side of the desk.
Word-of-mouth is the best source
of advertising. If a customer is • D
o you remember how it felt when
unhappy with your service, how many you purchased your first home?
people do you think he or she will tell?
Misery loves company.
How exciting was it?
Land
5. Be a good listener.
• H
ow did you feel when you made
your Will, with all that talk about
dying?
Lines
Take the time to identify customer
needs by asking questions and
concentrating on what the customer
You must always be sensitive and
aware of the customer’s needs.
surveys
is really saying to you. Listen to
their words and tone of voice. 10. Do unto others.
Watch their body language and, Advertising Pays!
most important, how they are feeling. The Good Book says always do the Our business is steadily growing.
Beware of making assumptions or right thing—never compromise your
values. Mahatma Gandhi said that Thumbs-up to our new clients
thinking you intuitively know what
a customer is the most important for reading The Scrivener!
the customer wants.
visitor on our premises.
6. Make customers feel
important and appreciated. • A
customer is not dependent on
us; we are dependent on him or
People value sincerity. It creates good her.
feelings and trust. Think about ways
to generate good feelings about doing • A
customer is not an interruption
business with you. Customers are very in our work; he or she is the
sensitive; they know if you really care purpose of it.
about them. Thank them every time
you get a chance. • T
he customer is not an outsider
in our business; he or she is part
7. Know how to apologize. of it.
When something goes wrong, • W
e are not doing the customer Kenneth Waller AScT, RSIS
apologize. It’s easy and customers like a favour by serving him or her;
it. The customer may not always be Phone: 604 465-2142
the customer is doing us a favour
right, but the customer must always by giving us an opportunity to do
Fax: 604 465-1469
win. Deal with problems immediately so. s kennw@telus.net
and the let customer know what you
have done. Even if the customer is Gregory J. Litwin is a BC Notary Public
having a bad day, go out of your way
to make him or her feel comfortable.
with over 26 years of experience in his Site Improvements
field. He has offices in Penticton, Oliver,
8. Give more than is expected. and Keremeos. Greg’s motto has always Surveys
Since the future of all companies is
been “Excellent Service at a Fair Price.”
For Mortgages
in keeping customers happy, think greg@greglitwin.com
Volume 20 Number 4 Winter 2011 The Scrivener 13FEATURE
Rhonda Latreille
Are You Storyable?
T
he rare gems we share treating from out of town needed to Satisfied customers may stay with
stay there for a few hours more and you; raving fans not only stay—they
with our friends and family had not eaten. (Thanks, Dr. James.) bring all their friends!
include the times when We have told their stories often So, how do you do create them?
someone went outside the box and to many, and we welcome the Dr. Maya Angelou says people will
opportunity to send business their way. forget what you said, people will
to do something special and forget what you did, but people will
Think for a moment about the
most often unexpected. storyable encounters you have had in never forget how you made them feel.
your life with various professionals. I think that’s what customer
I am speaking of stories about
Most likely, the stories are not about service is all about—how you make
people who care, people who make
the high marks they received, their your customers “feel.”
a difference, people we remember,
standing in their grad class, or the
and people to whom we are delighted When you treat them well, find out
celebrities they know. They are about
to refer others. what they want, and give it to them,
people who made you feel better.
My husband Herb and I know a few your customers and clients will feel
“storyable” professionals. as if they have had a great experience.
Dr. Maya Angelou says
• T
he bank loans manager who 1. Treat people well!
people will forget
came in on her day off to prepare ur need to be recognized,
O
our pre-approved mortgage and what you said, people will acknowledged, respected, and
deliver it to our home, just in forget what you did, appreciated stays with us through
case we were house-hunting that our lifetime. Bottom line: We need
but people will never forget
weekend. (Thanks, Loans Manager to know we matter.
Cory.) how you made them feel.
It doesn’t take much extra effort.
• T
he BC Notary who offered kind Show your clients you are truly
words of support while we were Current research bears this out— pleased to see them, offer
grieving for my dad and trying to we receive up to 3000 advertising a genuine smile, respect their time,
fend off his aggressive investment messages a day! From billboards listen when they talk, return calls
advisor who was nagging us to and buses to bumper stickers and and answer their emails in a timely
move faster so he could close out bathroom stalls, we are inundated with manner, and treat them with
Dad’s account. (Thanks, Notary commercial messages . . . dignity. Those points go a long way
Dean.) Buy This—Choose Us! to demonstrating you value them
and that you value their business.
• O
ur family doctor who rushed out Today’s top business coaches teach
of the office to buy some take-out that to stand out and apart, we must emember: People don’t care how
R
food for everyone in his waiting move the bar from having satisfied much you know until they know
room because a family he was customers to creating raving fans! how much you care!
14 The Society of Notaries Public of British Columbia Volume 20 Number 4 Winter 20112. Ask them what they want!
J ohn DeMartini said the quality
of your life is determined by the
quality of the questions you ask.
There is a lot of truth in his words.
Ask the Right Questions.
successful businesswoman
A
recently shared how frustrated
©iStockphoto.com/Squaredpixel Productions
she was with an older client who
was facing the end of his life, yet
refusing to get his affairs in order.
he told him all about the perils
S
of not having a Will or advance
care plans. Because she believed
the gentleman really cared about
his family, she was at a loss to Create Raving Fans!
understand why he didn’t move
forward. established network within their it, take full responsibility, and
professional community; they do everything in your power to
I suggested she shift from looked to us only for current make it right. Mistakes are often
“telling” to “asking.” I wondered trends and publications. forgiven; excuses and cover-ups
what might happen if she came are not.
right out and asked him to he majority of our membership,
T
describe in detail what a good however, did not have the same Remember: The bar is rising!
death would look like to him, access to resources from other To create raving fans, we need to move
then offer to work with him to sources; they expected us to provide from providing a customer service to
help make that scenario happen. client- and business-development providing a customer experience!
A better question led to a better materials. When we asked the right
result—and having him include his questions of the right people, we got If you compete at the level
loved ones in his planning. more helpful answers and were able of services and products, you are
to amend our strategy. Powerful always vulnerable to price—to
I have discovered a second part lesson learned. someone undercutting you.
to John’s wisdom . . .
Ask the Right People. If you set your sights on a unique
e assembled a “brains trust”
W
You are in a category of our and memorable client experience,
of some of our most successful own—you are storyable! there is no competition. You are
and loyal members from across in a category of our own—you are
Canada to give us advice about storyable! s
3. Give it to them—and then some!
what member services they would
appreciate from our company. ou have demonstrated you
Y Rhonda Latreille, MBA, CPCA, is the
respect and care for your clients. founder of Age-Friendly Business®.
e were absolutely transparent,
W You’ve asked the right questions Inspired by the UN-endorsed Age-
letting them know our objective of the right people. You have Friendly City initiative, Rhonda expanded
was to be the most valuable learned what they want and need.
membership organization the
this vision to include a curriculum,
Now it’s time to give it to them— certification, and celebration
belonged to, so when it came time and more! The business adage
to renew their membership, the of businesses and professionals
underpromise and overperform
decision would be a “no‑brainer.” who have made the commitment to
has given way to overpromise and
We asked them what we would overperform.
better understand and serve an aging
need to do to give them that population. Their purple-wave logo—
experience. I was surprised o what you say you are going to
D The Age Wave—is becoming a symbol
by their response and the lack do, do it on time (or before time!), worldwide of service excellence for the
of hands-on direct resources they then do a little more! 50+ population. For information about
wanted from us. professional certification, please visit
What happens when things go wrong?
s it turns out, we were asking
A ost clients understand that even
M www.CPCAcanada.com.
the wrong people! The sampling in the best organizations—and the
of our most successful and loyal best people—mistakes happen. Voice: 1-877-272-8086
members already had a rich and The best advice is to own up to info@agefriendlybusiness.com
Volume 20 Number 4 Winter 2011 The Scrivener 15FEATURE
Chuck Salmon
Land Surveyors of BC
Quality Service
Photo credit: The Scrivener
by a Professional
W
hen the theme of this ground and all applicable The customer who is paying for
improvements that might provide the survey work—the landowner/
Scrivener was first evidence of the original survey. developer—occasionally does not
announced, I struggled 2. Review all the existing survey
like the location of the boundaries as
determined by the land surveyor or
with how I could write about records applicable to the parcel
is not aware of the additional work
of land.
“Customer Service Excellence.” that might be required to do a proper
3. Assess those records to determine survey. That places the land surveyor
Professional land surveyors’ if the previous survey work in the difficult position of trying to
primary client is the survey structure adequately provides a sound provide quality service to an unhappy
of the province or—as land surveyors re-establishment of the titles in landowner, which may require
call it—the cadastral fabric. BC Land question. considerable skill to resolve.
surveyors must consider the cadastral
fabric first, then determine how the Problems often build if the land
work they are doing for their customer Communicating with the surveyor does not communicate all
fits that fabric. customer is the most the applicable steps to the landowner
and/or does not keep the landowner
The limits or boundaries of the important part of ensuring up to date on the work required and
land being surveyed are determined customer service excellence. the possible increases to the costs
based on factual, historical surveys, associated with undertaking additional
not the wishes of the customer. In work to satisfy the primary client—the
land development, the customer 4. Compare the survey information cadastral fabric.
may determine how he wants the obtained in the field with the
land developed but he has no part records to determine what Communicating with the customer
of determining the boundaries of the evidence is appropriate and the is the most important part of ensuring
existing parcel. location of the existing boundaries customer service excellence.
of the parcel.
That places the land surveyor in To create an informed and
the position of having to serve the 5. Finalize the solution and understanding customer, it is
primary client and the customer. monument the parcel in question. important to explain
How do we provide service If a land surveyor undertakes • all the steps of the survey;
excellence to those two interests at the all those steps and ensures that the
• timelines and issues relating to
same time? fieldwork he or she has undertaken is
timelines based on additional
sound, the result should be that the
To satisfy the primary client—the work required;
cadastral fabric is satisfied with the
cadastral fabric, a land surveyor must
results. To complete the process, the • c osts for the survey work and
do the following.
land surveyor must ensure the work possible additional costs based
1. Locate and survey all the completed is filed and registered in on satisfying the cadastral fabric;
appropriate evidence on the the applicable register. and
16 The Society of Notaries Public of British Columbia Volume 20 Number 4 Winter 2011• h
ow the project is progressing • A
complaint by the customer • It is much easier to determine
throughout the course of the results from a lack of (or poor) if the landowner/developer is
survey. communication or a representation satisfied with the land surveyor’s
of the parcel that does not appear work than to know if the cadastral
The Association of BC Land to fit the existing evidence or fabric is satisfied.
Surveyors (ABCLS) would like to think improvements on the ground.
all our land surveyors undertake all • A
land surveyor’s legacy will
Then the ABCLS Complaint Inquiry
the above steps for every job they determine whether the cadastral
Committee will open a file and complete
contract and complete. Unfortunately, fabric is satisfied. If he or she
an investigation of the concern raised.
that does not always happen. The has turned over every stone and
land surveyor may get overloaded, Regardless of the outcome, any ensured that regardless of the
may miss one of the steps, or errors must be corrected. There is an costs involved, he or she has
may be unaware of the hazards old saying, “To err is human; to forgive done the best possible job, then
that might appear on a job. The divine.” For professionals, that saying chances are that customer service
mitigation of those oversights often could be adjusted slightly— “To err excellence will be achieved.
includes complaints being filed or is human; to correct the error is
concerns raised whereby the ABCLS professional.” The land surveyor must always
must undertake a resolution of the remember that the cadastral fabric
Customer service excellence is
situation. comes first as the primary client in
achieved when both the cadastral
undertaking the re-establishment
fabric and the landowner/developer are
The land surveyor does not always of property boundaries. s
satisfied with the result.
realize there are two possible sources
of complaint. Land surveyors must recognize Chuck Salmon, BCLS, is the Secretary
their responsibility to both the Registrar of the Association of BC Land
• A
complaint by the cadastral cadastral fabric and the customer Surveyors. He has been a BC Land
fabric is undertaken when another and approach each survey with that Surveyor for 35 years and was the Surveyor
land surveyor detects and reports knowledge to ensure they achieve General of BC until his retirement in 2002.
an incorrect re-establishment the excellence required to satisfy two
of the parcel in question. separate interests. csalmon@abcls.ca
Frank L. kitto registry services Ltd.
Serving all your registry needs in Victoria
• Land Titles • Personal Property
• Companies • Ships 55th Year
• Manufactured Homes • Court Anniversary
of Serving
And for your notarial needs: Victorians
kitto & Best
notaries puBLic
Photo: www.franceslitman.com
Serving you since 1958
Real Estate and Manufactured Home Transfers
Mortgages • Affidavits • Notarizing
Powers of Attorney • Wills
Representation Agreements Let us do the
Leta C. Best running for you!
lbest@notaries.bc.ca 100 – 895 Fort Street, Victoria, BC V8W 1H7
PO Box 1057, Victoria, BC V8W 2S6
Registry 250 384-8054 Notary 250 384-8051 Fax 250 381-5552
Volume 20 Number 4 Winter 2011 The Scrivener 17FEATURE
Rob Regan-Pollock
Providing
Value Over Price,
and Other
Customer Service Gems
“
We have great products Whether you call it your system Take a few minutes to understand
or your business flow, how good a job how this client found you, who
and excellent customer are you and your staff doing from the recommended that the client call you
service!” perspective of those you serve? (you want to thank the referral source),
and what the client can tell you about
Let’s reverse the lens and look
Everyone is saying the same thing the transaction.
at your systems from a client’s
to prospective clients. What exactly is When you take the time to
perspective.
excellent customer service? Is it simply discover a person’s motivation and
doing what you say you’ll do when you What is your business doing to foster confirm your understanding, you are
said you would do it? positive emotions? setting a solid foundation from the
With increasingly aware consumers When looking at your system, critical first point of contact.
due to social media and the Internet, it’s best to break it down into three 2. What are your resources?
we suggest that doing what you categories that identify the way you
a. People: If you have staff, do
say you’ll do within the promised deal with your clients: Before, During,
they know what is expected
timeframe is really the bare minimum. and After the transaction.
of them? Do they have clear
How do you go beyond the minimum Depending on your business, you guidelines? Do you have
that is expected and differentiate can add subheadings of “must do’s” a procedure manual and
yourself from everyone else? that occur Before, During, and After training?
the transaction, if warranted. b. Technology: How do you use
With commoditization and
technology to improve your
pressure from a better-educated
How do you go beyond the business and make the process
consumer, it’s critical that you know
easier for your clients?
and understand why your business minimum that is expected
is different, and that you are able to c. Defined Process Flow: From the
handle the inevitable question of how
and differentiate yourself first point of contact to post-
you can provide value over price in from everyone else? transaction service and follow-
your business. up, do you utilize a repeatable
pattern?
It’s important to carefully examine Here are some questions to help
and understand the way your business provide clarity. d. Skills: How are you and your
interacts with clients from the time staff keeping up-to-date on
1. What are you providing? best practices and the latest
they first call, to the completion
Think about this. When clients first industry innovations? As in
of their transaction.
contact you, how are you capturing their any profession, continuing
How do your clients feel after you have needs? I can assure you it’s more than education is a must for you and
completed your business together? making an appointment to sign papers! your staff.
18 The Society of Notaries Public of British Columbia Volume 20 Number 4 Winter 2011MPW-393 Philip Francis ads:2.33 x 9.75
3. Do you have any limitations? 7. How do you make your business
convenient for your clients?
This is critically important. Whether
you take on a challenging file or say • H
ow have you streamlined and
“Risk comes from
Yes to one more file at an already made the process easy? not knowing what
busy month-end, how are your client
service levels impacted when you • H
ave you designed templates for you are doing.”
exceed your limits? specific topics of communication?
— Warren Buffett
• H
ow can you fine-tune for
4. How do you manage scale?
efficiency?
We all expect our businesses to grow
over time. • H
ow do you track milestones and
service levels?
• H
ow do you manage growth and
seasonal fluctuations? 8. Do you underpromise and
overdeliver?
• A
re you in a position to hire and The best way to foster positive
train new employees? emotions is by going beyond the
• H
ave you defined the specific expected.
administrative, consulting, and 9. Do you obtain feedback,
marketing roles?
then improve?
• H
ow can you prepare and make • D
o you follow up after the
adjustments for busy times? transaction, to make sure all is
in order?
• C
an you contract additional staff, In today's volatile financial
work-share with other colleagues, • D
o you solicit feedback to identify markets, risk comes in many
and form strategic alliances? ways to improve? different forms including:
Slow response-times to email and By focusing on what matters • higher interest rates
phone calls and rushed conversations to your clients and by continuously • falling commodity prices
create negative emotions; they are the improving, you will truly exceed • credit concerns
most common reasons for customer expectations and create positive • adverse currency movements
complaints in our industry. emotions. The way your clients feel • rising inflation
will determine their willingness to deal • stock market weakness.
5. Are you consistent? with you in future, and their potential
to refer other people to you. Why not We help you understand what
Consistency is key for great customer
grow your business through clients risks you're taking and how to
service! Set standards for returning
who appreciate the way you and your manage them. It's what we do
calls and emails. Being prompt
staff conduct business? s best. Come and talk to us.
in responding and taking a few
minutes to outline steps during the Rob Regan-Pollock is a Senior Broker
transaction is vital. Ensure that you Philip Francis
and Owner of Invis – Team Rob Regan-
and your staff provide a review of the CIM, FCSI, Ch.P. Strategic Wealth®
file’s logistics with your clients so
Pollock in Vancouver, the number- Investment Advisor
they know where they are in the one-producing mortgage team for 604 640 0209
process and what is next. Invis in Canada. A former Director philip.francis@macquarie.com
of Professional Development for the philipfrancis.ca
6. How effectively do you Mortgage Brokers of BC and Director
communicate? at Large for the Canadian Association Macquarie Private Wealth
People have various communication of Accredited Mortgage Professionals, No entity within the Macquarie Group of Companies is registered as a
styles; it’s important that you Rob is currently a Director of the bank or an authorized foreign bank in Canada under the Bank Act, S.C.
1991, c. 46 and no entity within the Macquarie Group of Companies
communicate in the style they prefer. Mortgage Brokers Institute of BC is regulated in Canada as a financial institution, bank holding company
or an insurance holding company. Macquarie Bank Limited ABN 46
Some clients are technical; some are responsible for re-licensing education 008 583 542 (MBL) is a company incorporated in Australia and
authorized under the Banking Act 1959 (Australia) to conduct banking
to-the-point. Others are relational of Mortgage Brokers in BC. business in Australia. MBL is not authorized to conduct business in
Canada. No entity within the Macquarie Group of Companies other
and some like their dealings to be than MBL is an authorized deposit-taking institution for the purposes
fun! Regardless of your clients’ Voice: 604 879-2772 of the Banking Act 1959 (Australia), and their obligations do not
represent deposits or other liabilities of MBL. MBL does not guarantee
communication style, follow their lead 1-866-854-6847 or otherwise provide assurance in respect of the obligations of any
other Macquarie Group company. Macquarie Private Wealth Inc. is a
and communicate in their preferred rob@teamrrp.com member of the Canadian Investor Protection Fund and IIROC.
method. www.teamrrp.com
Volume 20 Number 4 Winter 2011 The Scrivener 19You can also read
