Residents don’t expect instant fixes; rather, they expect ownership. Knowing someone is accountable immediately reduces frustration.
Assign a clear point of contact for complex issues. Follow through personally, even when resolution takes time. Ownership builds trust faster than speed.
Problems handled with ownership often strengthen relationships rather than damage them.
What does it look like? Acknowledge the issue and repeat it back; this confirms you understand. Take responsibility and apologize. Communicate the fix and the timeline. Then overcommunicate until the issue is resolved.
Tomorrow’s tip: Why Service Recovery Matters More Than Service Speed.
— Mike Brewer