Photo by Isaac Wendland on Unsplash
In the competitive field of business, doing more than one is paid for can set leaders and their organizations apart. Leaders can create unique value, increase customer satisfaction, and build loyalty by fostering a culture that encourages exceeding expectations.
Specific to multifamily, the core challenge many leaders face is the pressure to meet expectations, often leaving no room for going beyond the baseline. This limitation can lead to stagnation, eventually, a loss of competitive edge, and in extreme cases – burnout. Moreover, customers in multifamily communities are increasingly seeking exceptional experiences. How can you provide this without falling into the trap of complacency?
Recognizing the value of exceeding expectations starts with a mindset change. As a leader, inspiring your team to see beyond their job descriptions and responsibilities is essential. Encourage creativity and innovation, and emphasize the importance of looking at the bigger picture.
Build relationships with your residents by understanding their unique needs and desires. Go beyond the standard practices by personalizing their experiences. These tailored touches can foster a sense of community and create long-lasting connections.
Developing a feedback loop with residents allows for continuous improvement. Encourage them to share their thoughts and suggestions and act on them when feasible. It’s about cultivating a culture of proactive problem-solving rather than reactive troubleshooting.
Investing in professional development for your team will create an environment where growth and exceeding expectations become the norm. Provide learning, training, and advancement opportunities to empower your employees to think outside the box.
Transparency and communication are vital. Share your vision with your team and involve them in the decision-making process. By doing so, you align everyone intending to do more than they are paid for, making it an organizational norm rather than an individual exception.