Apartment Customer Service
You’ve undoubtedly seen the “and one” in a basketball game. A player drives the lane, takes a hack and makes a hoop; the ref, the crowd, the coach and teammates scream – And, ONE!
And ONE for the Customer
I have an idea for you. The next time your service tech is unclogging a bathroom sink drain, make sure they take a quick glance at the counter top. Let’s suppose the resident is nearing the end of their toothpaste tube.
Sticking with our lead theme from above; service tech drives to complete the service request, takes a hack (read: notices the toothpaste is one squeeze past gone), makes a hoop by fixing the clogged sink (read: completes baseline service) and leaves a new tube behind with a handwritten note that reads; “Noticed you were running low on paste; thought we could save you some time.” “Hope your week rocks.” (read: And, ONE!)
Your looking for some And, One… stories in 2015 Multifamily Maniac,
How many times have you walked into a place of business only to be turned away because the guy/gal in charge of this or that was not in at the moment?
It’s Everybody’s Job – All of the Time
When scaling up a business it is absolutely critical to get every single team member on the same page.
How do you do that?
I happen to think it’s pretty simple.
You pick a few rules, define them very clearly and repeat them often.
Rule number one: everybody knows how to serve the customer.
Businesses are set in place to serve the people that serve it. If you’re a business owner it is absolutely incumbent upon you to train your people the art of truly serving the customer.
Your Relentless About Customer Service Multifamily Maniac,
“We are the Aussies & Kiwis & Americans & Canadians. We are the Western Europeans & Japanese. We are the fastest-growing, th biggest, the wealthiest, the boldest, the most (yes) ambitious, the most experimental & exploratory, the most (self-) indulgent, the most difficult & demanding, the most service – & experience-obsessed, the most vigorous, the most health-conscious, the most female, the most profoundly important commercial market in the history of the world-and we will be the Center of your Universe for the next 25 years. We have arrived.” – Tom Peters
Sounds like a demographic that the Multifamily business is ready to serve!
Active adult or millennial? Who do you think of when you read the statement above? Don’t Google it. Just read it and think about it. Okay – and then Google it.
They’re here and they are ready for exceptional service. And those that serve them in the highest and best way will be handsomely rewarded.
What is your property management team doing to serve them?
How is your business going to change to capture your share of attention from this group?
Your thinking through the next 25 years Multifamily Maniac,
I am one of those inspect what you inspect types. And when it comes to unit turns; I expect absolute excellence.
Fresh paint without shading, streaks and missed cuts is great.
Clean carpet is great.
Clean windows on the inside is great.
Clean counter tops are great.
Clean light fixtures are great.
I would even go so far as to say that clean thresholds are great.
What is excellent?
Pull out the broiler or storage drawer of a range –
Pop the top of a range
Take out the electric burners drip pans
Pull out the fridge and inspect the sides and underneath
Did the painters paint the wall behind the fridge or just far enough down that you would not notice otherwise
Open the fridge and run your finger through the plastic seal
Run your hand under the lip of the range hood
Pull the stove out and inspect the sides
Run your hands along the top of the blades on a fan
Are the windows clean on the outside
Are the mini-blind cords untangled
Do the vents have 20 coats of paint on them
Are the screws on switch plates and outlet covers turned to 6 and 12
Are door hinges covered with 30 coats of paint
Run your hand along the top of the light fixture in the bathroom
Pull the crisper trays out of the fridge
I like to scream! Not in that way… I like it when the quality of our product screams loud. So much so that anyone that moves in is so excited about the experience – they do nothing. They just enjoy. I consider that an awesome-over-the-top-success. If they happen to call and applaud our efforts; I consider that a grand slam in the bottom of the ninth to win the game. It’s stand on the rooftop proclaiming the awesomeness of the team that created that experience kind of stuff. It’s #gameon.
Your get your #gameon Multifamily Maniac,
Before you decide to introduce a new piece of technology into your Multifamily business, ask yourself this key question:
Does the technology enrich the experience, or does it discount it?
Does it enrich the customer experience? Does it enrich the resident experience?
Does it enrich the vendor experience?
Does it enrich the investor experience?
And so on and so forth…
You’re don’t do it just because you can Multifamily Maniac, M