Apartment Customer Service
Responding to some thoughts on the topic of – one per hundred. If you’ve been in the business for any length of time; you’ve likely heard the phrase: one-per-hundred. It refers to a ratio of one employee per 100 units owned/served and serves as a basis for writing proformas across the country.
I lay down my thoughts in the video below. I refer to some now very dated content but the concept remains the same.
Your excited about the one per hundred ratio finally making some level of sense as it relates to extraordinary customer service Apartment Hacker,
Facebook Go-Live is the next belle of the ball in multifamily. In essence, the functionality gives you the ability to live stream your experiences in the moment. While the idea of live streaming on mobile is not new , it is new for the masses on Facebook. And I can see so many uses and misuses as it relates to multifamily. Some awesome and some no so awesome.
Residents – I can see John and Stacy broadcasting their watch party or pool party attendance.
Vendor Management – I can see live streaming various issues, problems or successes. Catch the landscaper going the extra mile; edify him or her by broadcasting your praise for a select audience that cares.
Advocates – I can see residents that love their apartment living experience – live streaming something nice and positive about their community.
And, Resident Critic – this is the one that peaks my interest the most. I can see resident live streaming that leaky faucet, leaky ceiling or flooded basement or a bad customer service interaction live and in person. It gives a whole new meaning to the lead in; “Coming to you live from…”
Item of note: The function is only live on my personal page. It’s not yet live on my Apartment Hacker page and I can’t find anything that tells me when it might be.
Nevertheless, it adds a whole new level to reputation monitoring/management.
Your looking forward to watching some Facebook go-live entertainment multifamily maniac,
I am sitting at Starbucks this early evening busting out email and reading material I can never seem to get to at the office. As many of you know Starbucks is my absolute favorite brand/place in the world. And believe it or not, it’s not just about the coffee to me. It’s equally if not more about the place/space it offers me to be, think and produce. But today – I’m disappointed.
When I walked in I noticed months and months of debris built up along the curb lines in the parking lot. I also noticed the landscape is in need of pruning. I noticed the dust on the windows and doors is thick and peppered with bird poop. I noticed the address is sun-baked and wasting away and the number of decals and signage is overwhelming. The VP in me wanted to grab the Regional and Property Manager for an immediate property walk. I felt myself literally getting angry in the how-could-you-let-it-get-this-bad sort of way. It screams – I don’t care in a harsh way. Worse yet, it screams – you’re-going-to-buy-coffee-here-even-if-we-don’t-focus-on-the-small-stuff.
It doesn’t stop at the door. When I look up I see dropped decorative ceiling tiles and light fixtures that are full of dust. The window coverings are frayed on the sides and bottoms and the ledges are dusty. And to top it off, there is a bug hanging out on the window seal.
This is not the Starbucks I have come to love over the years. In fact, I feel sad. Sad to think that I give time, money and loyalty to this organization in exchange for a remarkable experience.
Is this the beginning of the end for Starbucks? I hope not.
It strikes me that I am the exact customer that Starbucks needs, wants and desires. I’m a semi-over-the-top advocate for the brand. I once gave major grief to one of my Area Managers for bringing a Dunkin Donuts cup of coffee to our weekly 1:1 meeting. I have posted hundreds of personal pics that include a siren mug in the foreground on platforms like Instagram, Facebook and the like. I take Starbucks on vacation when I know I’ll be a good distance from a store. I only buy Starbucks coffee to brew at home. And the list goes on.
It also strikes me that I am exact customer that Starbucks doesn’t want to set adrift. This post is evidence of that.
All that in mind – Starbucks take this a my fair plea. Please get back to the level of quality every customer would demand and expect from the best place in the world. Please.
Your Details Matter Apartment Hacker,
Related Post – Open the Store
It happens from time to time.
A customer arrives to take occupancy of their apartment and it’s not ready.
Take this as an opportunity to respond +1.
Tell the resident they are in luck!
Tell them the apartment is receiving a little extra time and attention.
That means they get a free lunch/dinner on us.
They also get a free hour of move-in help (pre-arrange with a local moving company).
Your And One is the differentiator Multifamily Maniac,
Next time it rains, meet your customer/resident in the parking lot with an umbrella.
Yes – before they get out of the car.
Be on the look out – see them pull into the parking lot and run out with an umbrella.
It’s an “and one” kind of thing to do.
Your making it memorable Multifamily Maniac,