What drives your business? Is it profit margins? Sales targets? The need to work under your own terms? The thing that drives Binvested is the success of our clients.
We exist to help Australians achieve their financial goals through property investment.
When I was 24 years old, I retired from my job – a milestone of success. Financially, I didn’t need to work anymore, but I had a deep burning desire to educate people about what they could achieve through investing. I wanted to share my knowledge, share my success with others – create a community for like-minded
investors. Binvested was born and our family grew.
For us, customer service is about delivering results - not appeasing customers. Here are some of the ways you can show clients you care:
Don’t talk sh*t!
Communicating candidly is central. When I first meet with a client, I make it clear that I won’t let them make a bad decision – I’ll tell them the truth, even if they don’t want to hear it.
Know what your customer needs
Most parents know that giving in to a tantrum-throwing child does their kid more harm than good. The same goes for customers that aren’t acting in their own best interests.
If you can hold their emotions and understand what is driving them to act, as well as have a clear idea about what they want to achieve, you have the power (and responsibility) to help them succeed.
Take a human approach
A lot of people comment that we are not as “professional” as our competitors.
We don’t wear shiny suits - sometimes I don’t even wear shoes - we let off the odd f-bomb in our YouTube videos and we talk to our clients in a no B.S. kind of way.
We want people to understand that we are just normal people helping other people.
Care for the community
Staff and clients – we are all part of the Binvested Family and we bring people together so they can network and share their knowledge and experience with each other.
Share the journey
All of our staff members are property investors. As such, we all know what the customers are going through and can mentor them through every step of their journey.
We are human and therefore make mistakes. If we fail to deliver for a customer, we take a look at the bigger picture to see if we need to change the way we operate.
Nathan Birch is the Director and Co-founder of the Binvested group of companies. At just 30 years of age, he has built an investment portfolio of over 170 properties with a net worth of more than $20 million.