Here's How Much Memphis Invest is Obsessed with Great Customer Service
For anyone who has ever worked with Memphis Invest, you'll know that we strive to provide excellent customer service. In this episode of the Experience Matters Podcast, Kent and I discuss all the processes we've set in place to be sure that we are always providing radical, fanatical customer service. Find out why our focus is always on the details and how we got to be the top-rated turnkey provider in the U.S.!
Email us at [email protected]! We'd love to hear your questions and discuss the turnkey real estate topics you're interested in!
Good to Great
Here at Memphis Invest, we know we are a customer service company that is in the real estate investment business. That being said, relationships, trust, and communication are at the forefront of everything we do. One of the ways that we are continually improving ourselves and our team, is by studying and discussing educational materials with each other.
A book that I mention in this episode of the podcast, is Good to Great, by Jim Collins. Basically, the concept is, 'why do some businesses and leaders succeed while others don't?' I encourage you to read the book, but essentially the message is that most great companies have a culture that consists of disciplined people that conduct themselves in a professional, disciplined manner. This is something that we continually try and practice at Memphis Invest!
You can order your copy of The Turnkey Revolution, the first book release from Memphis Invest chronicling the best advice on how to safely build a passive portfolio from real investor experiences!
It's About Relationships
Memphis Invest was started by my dad, Kent Clothier, Sr. 15 years ago, when our customer service department had only 2 people. Now that team has grown to 9 people, where each of these customer service reps connect with our investors every month (at least!). Our investors can call or email whenever they like to get assistance, but we make it a point to pick up the phone and reach out to our customers so that we are always providing that personal customer service touch. Bottom line, if you can't trust or connect with your turnkey partner or property management team, you're probably not going to be as confident or successful with your investments.
We not only strive to go the extra mile for our clients, we have created this 'over-the-top' mentality with our residents, too! When Premier Property Management has a new resident sign a lease, a customer service survey is sent to make sure that we met and exceeded the residents' expectations. And if we haven't met those expectations, we have someone meet them at their house to ensure we correct the problem, have our property management team arrive with a small gift and also an apology for falling short on our commitment. Our goal is to genuinely show them that we care and will do our best for them in the future. We want to be sure that our residents are satisfied because their good experiences will only improve your investing experience with Memphis Invest.
Lastly, in addition to serving our clients and residents better, we ran an audit of our 2017 vendor invoices, which showed discrepancies that helped us improve our processes. Whether an error was in our favor, our clients' favor, or the vendors' favor, we made sure to correct each situation. With Memphis Invest having $35 MILLION in vendor costs, this audit was a huge undertaking, but it was something we wanted to do to make sure that we were providing the best, most accurate information to our vendors and clients. We were dedicated to correcting any errors no matter the cost, and we believe that most companies our size wouldn't even dream of being so transparent and willing to learn from (and fix) their mistakes. In many ways, this shows our intense dedication and commitment to open communication with everyone we do business with.
Bottom Line: 'our biggest competitor is ourselves'- we strive to always do our best work, focus on refining our processes, and committing to excellent customer service experiences. Some might say that we are 'fanatical' in the way that we constantly change and shape our company to better suit the needs of our clients. Listen to the podcast to get the details on how we became a GREAT company to work with, all by focusing on the details and building relationships!
Listen & Watch here:
Experience Matters Podcast Transcript: Fanatical Customer Service
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