The #Trust30 prompt today deals with the subject of fear.
My thoughts on fear took me back to the words we used when writing on the subject of fear just a few days ago. That said, I am going to use this prompt in the way providing a tip.
Multifamily customer service
I have a new manager in my portfolio; started just about ten days ago. Last week we were talking through some site specifics, concerns and areas
of opportunity. In the course of the conversation we came across the subject of decision making and communication. Any good property management organization makes the allowance for people to make decisions in the moment of truth.
For many new managers, fear is front and center in those moments of truth. “What if I make a bad one?” is a common question they ask themselves. When faced with those moments; they fall on the sword of, “Let me call corporate” [a word I abhor] or “Let me ask my manager.” [An act I abhor]
Now some sales people would contend that these two statements are useful in selling. The old, “I talked to my manager and we are going to do this for you.” Knowing full well they would do it for everyone; it gives the appearance of going to bat for your new found friend. But, to speak to the point of this post, let’s agree that we don’t like that approach to making a decision.
Make a decision and let’s talk about it later
My mantra has always been; make a decision under the premise of serving the customer first. In my head, I have entrusted you with the keys to a multi-million asset and part of the expectation is that you can make good sound decisions. So exercise that muscle; I say. And, in the truly big stake moments of truth if you resort to calling me for guidance and I don’t answer, just make the decision.
I tell every new leader to face the fear of making a bad decision by just making it. The thing you fear most is the thing you do next so in the moment; act. I follow by guiding them to set a premise for their decisions by asking the following question; “If that sign outside read [Insert Your Name Here] Apartments, what decision would you make? Or lead by giving themselves a little self-talk pep-talk; “I have been called to do what is the best interest of this person that is standing in front of me right now and with that in mind, I will act and make a decision.
I end by saying that if I think we should have done something different, we will talk about it and move on. Boom done. It’s that simple.
Your enjoying the #trust30 challenge immensely contributor,
M
0 Responses
That is definitely one of the biggest fears of a new manager. I tell my team almost daily to make the decision they feel is best and if they falter, we learn from the mistake and move on. We all make mistakes and hopefully, we all learn from them!