When you think about a company that genuinely cares about customers – you might think of Nordstrom. Or, Southwest Airlines. Or, Apple. Or, not one!
When you think about that same company in the Multifamily space; who do you think of? Camden? UDR? EQR? Avalon? Legacy? Kettler? JC Hart? Or, not one!
Point
Do you want to be thought of as a company that is authentic? Then urge your people to genuinely care about customers and respond to their very specific and individual needs. Be Always On! Care!
You’re constantly pushing people to genuinely care about individual needs Multifamily Maniac,
M
0 Responses
This is so true. Being genuine is so important because people can see right thru the “used car salesman”. Not only in the sales aspect but especially if you’re on-sight personnel, you wear many hats each day…people will want to stay and live in a place where they feel they can really talk to the staff. If the staff works with them and understands their needs, then if problems arise, you will more than likely have a resident who is more loyal to you than the one who feels they are just another lease and moves on. Being a vendor, we have to also decipher this aspect and truly try to understand what our clients/prospects need. You can only really do that if you truly listen and genuinely invest yourself to do so. With technology today, sometimes this becomes a task in itself to keep that personal touch. Smiling is a huge winner!!!
I wish more companies realized that they have real, genuine, caring team members who are taking care of their asset and appreciate that. I see it like this …the asset is their baby and we are the nannies who see to it all their needs are met. When choosing a nanny do you look for someone who is money driven or someone who cares about all aspects of this “baby” the way you would? If you have a genuine team the sale is about passion not about pursuit.