TYE is is short for The Thank You Economy
No – That’s Our Policy
Gary starts the book by telling a story about a guy who comes into his father’s wine store to redeem a coupon after the fact. The manager in the story quotes a strict interpretation of the coupon policy and sends the guy away empty handed. Gary recalls feeling, in his gut, that the guy was never going to come back to the store and let’s the manager know as much. He goes on to suggest that his gut was wrong about the guy returning but right about another thing.
Apartment Company Policy
The topic has been written about over and over, many times in our business we push our prospects and residents away over policy and procedure. I don’t have enough fingers and toes [even if I count my Facebook acquaintances] to count the number of times I have witnessed it over the past fifteen or so years I have been in the business. I can’t honor that, I can’t waive this, I can’t waive that. I know it’s your first month being late after twenty-three years of living here but late is late is late [Read with a good cheer in your voice]. The really good ones displace it on corporate; it’s a corporate thing! I wish I could help but corporate won’t let us do that.
Apartment Company Policy of tomorrow [Read: Today]
Understanding that Fair Housing plays a necessary and important role in our industry; the world of business has changed. Getting back to Gary’s Gut; the guy returned to the store to let them know he would never buy another thing from them – ever! We know the rest of the story [pre-social media and smart phones]; the man likely told ten of his best friends about his experience. And, so on and so forth.
Business has changed and we not only have to adapt but rather stay ahead of the competition and the human beings we do business with. One of the ways I try and stay ahead is reading books of all kinds and participating in our industries social spaces. And, believe me; I learn something everyday. The preface of Gary’s book reminded me of how being rigid and using strict interpretation turns customers away and unlike the guy in the story, many never return. And, today they pull out the social media bullets to get you back. Trust me, many of us, sad to say, deserve it…
I can’t wait to read the rest of the book and share some more thoughts. In the mean time; what have you learned in the short year of 11′ that speaks to the point of rigid policy and or procedure that turn customers away?
0 Responses
I think this goes even further than that. We abide by policies because that’s what we’re told to do as cogs in the machine. Empower your employees to make decisions based on their gut and what someone can do for you later.. whether it be word of mouth or repeat business. Don’t give away the farm but ask yourself “How can this help me later?” “What does this do in building a possible relationship?”
B
Thank you for taking the time to add to the conversation here.
You are truly right. It seems we control the masses through stiff rule and protocol not realizing that it stifles our business. It really speaks to the heart of training and education in a lot of ways. Arm the people that serve the business and let them serve you back by way of – can do…
Have a great day!
I understand we have to abide by Fair Housing laws and so on and so on, but sometimes rules were meant to be broken. I manage a community where the residents are paycheck to paycheck (if they’re even still getting a paycheck). I’m happy just to get the rent, let alone the late fees and other charges. I have to work with them on an individual basis, or I would lose half the people at my community! I think we as people need to be a little more compassionate and forgo the rules at times.
The larger a company gets, the more likely they are to seek wealth and ignore the customer. I have the benefit of not working for the man; I am the man. I could blame my strict policies on local laws, but even that is a cowardly response. I do what I do because it’s my decision and not anybody else. I have policies and procedures and apply them equally and consistently. However, I also recognize there are exceptions to every rule and that people are people and not cash cows for me to milk. I’ve kicked tenants out after being 15 days late on rent because I know them and their type. I’ve also financially covered for a tenant that lost his job and fell three months behind on rent; he’s got a new job and is slowly catching up. The point is, a successful manager requires standards, but also has to remain flexible enough to treat people with respect.