The real foundation of Benchmark’s service quality is the way we think about service, our attitude. What does the entire customer experience at Benchmark feel like to our customers? When our Branch Managers and clients come to us with problems, how fast do we fix them? How well do our team members, the first point of contact with our customers, take personal responsibility to make sure these customer problems are fixed?
We strive to inculcate a “Service Starts With Me” attitude at Benchmark…from our first impressions through our last contacts. Yes, we desire to be the fastest in our industry in terms of speed and efficiency in compliance, underwriting, closing, funding, insuring, servicing and accounting with each transaction. But it’s much more than efficiency in these disciplines. We have to “Wow!” our customers. Absolutely delight them. Not simply satisfy them. We want our customers to say, “that was great. I can’t wait to tell someone!” “The Benchmark team made the difference. They partnered with me in resolving my issues.”
We at Benchmark pledge to be advocates for our customers. We want to put them at the center of everything we do. We want to give them such outstanding service that they will honor us with repeat business and rave about us to their friends, families and business associates. |
