Who Should Define What Is Superior Customer Service? The Client or the Texas Title Company?

99.9% of every Texas title company makes the declaration “customer service is what we are best at!” And maybe that particular title company is good at what they define as customer service in the world of Texas title insurance and real estate closing services. But if the title company’s definition of customer service does not match your definition of customer service, more than likely, you will disagree with their statement of superior customer service and think the opposite. A Texas title company’s definition of customer service may not be the customer service you are looking for. Superior customer service is not a universal standard, but based on each customer’s expectations.

Here’s the challenge: The Texas title company that you have selected defines “superior customer service” as making sure your loan closes and funds on time. The title company has all of the information and is in contact with the lender. The escrow officer knows she has enough information to close and fund this loan. In the escrow officer’s mind, she is thinking, “Snap, I’m good!” BUT your definition of “superior customer service” from a Texas title company is different: You also want constant communication with all parties, making sure everyone is on the same page, confirmation of deadlines, etc. Your mind is filled with, “Is this going to close? Has anyone contacted MY client to confirm the closing time and location? Why can I not reach my escrow officer?” And you want someone to allay those fears.

In the above example, is it an untrue statement that the Texas title company has performed with “superior customer service”? No, not necessarily. It simply reveals you or your team’s customer service needs require a different type of customer service to provide a level of confidence and comfort you and your team are looking for. That’s why Griffin Law Firm knows and believes the importance of communicating with our clients from the very beginning. Knowing and organizing a client’s future expectations makes for a fruitful and lasting relationship for both Griffin Law Firm and you, our client.

At Griffin Law Firm, we don’t claim to our clients we have “superior customer service.” However, we do provide a service based on you and your team’s needs. We recognize there is not a cookie-cutter solution for all clients. Thus, we provide a customized, organized, customer service defined by your standards.