Perhaps that public forum on your web site may just help nudge you or your company along to “Do the Right Thing“ and improve performance. It was 7:40 PM, Friday evening as I made my trek home after a long busy week, when my cell phone rings. On the other end of the line was an upset past resident, who had not received her final statement and security deposit. Being the eighteenth of the month we were still well within our thirty day window here in MI to process final statements, however I had told this person that the final statement would be processed by Friday. When questioned about it, I simply told the truth, No we didn’t process your final statement, I just ran out of time, could we meet at the office Monday and we will have the paperwork ready then? An empathic No proceeded, you promised to have it done by Friday, and it is Friday, we want it tonight! Now, there were several choices I could have made at this point, including the old adage “Contractually” or “Per your Lease Agreement” or whatever other things we sometimes choose to hide behind when we have a need to prove ourselves right. Well, here is what I didn’t want to happen, a negative blog entry or bulletin board post slamming me or our company, or if there is and there may be, it is as easy as a few key strokes, and there it is for the whole world to see and comment on and chime in on, I can now respond with “I am sorry we promised the final statement for Friday and didn’t deliver, but I am glad we were able to meet you Saturday morning at 10:00 AM to resolve this.
So, the point of this real story is this; Would my reaction have been different Pre Blog Posts, Pre Bulletin Boards, Pre On Line Polls and Surveys, where it is as easy as a few clicks to expose us, Yes, it likely would have been pretty easy to just meet them on Monday and discount their concerns. Not anymore my friends, take heed, They, Our Residents, our Customers are in control, and will mow you over if you are not true. So, start a blog today, start a bulletin board, start an on line forum on your web site, it may, just maybe will self improve you and your employees performance more than you will ever know.
Have a Great Weekend, I am off to do a Final Statement!