Customer Service
Customer Service vs Hospitality: Redefining Engagement in Multifamily Property Management
Embrace a New Approach to Resident Relations, Elevating from Service to Hospitality
Photo by Clay Banks on Unsplash
In the multifamily realm, residents yearn for more than just service; they seek an authentic and meaningful engagement echoing the warm embrace of hospitality. Many management leaders commonly misconstrue customer service and hospitality as interchangeable. However, distinguishing between these concepts is vital to enhancing residents’ experiences and nurturing long-term loyalty.
Despite the excellent service levels provided by many multifamily properties, residents may still report dissatisfaction or an impersonal touch. The issue lies not with the service itself but with the limited scope of traditional customer service. Customer service addresses problems in its core form reactively, while hospitality centers on proactively creating memorable, personalized experiences for each resident. It is this difference that distinguishes thriving properties from those merely surviving.
Redefining resident interactions from a hospitality perspective entails understanding each resident as an individual with unique preferences and requirements. It’s about anticipating needs before they become explicit demands. For instance, remembering a resident’s likes and dislikes can foster a deep sense of belonging and comfort.
Implementing a hospitality mindset extends beyond individual interactions. It impacts the entire community culture, breeding an atmosphere of genuine care and empathy. This culture becomes a driving force, with team members embodying hospitality in their approach to resident care, enhancing morale, and building a highly desirable living community.
When done right, hospitality is a potent tool for nurturing resident loyalty. By making residents feel valued and appreciated, you cultivate an emotional connection, which serves as a powerful retention tool. Residents who feel genuinely cared for are less likely to move, reducing turnover rates and stabilizing property income.
Lastly, in the era of online reviews and social media, excellent hospitality can significantly boost a property’s reputation. Satisfied residents are likelier to leave positive reviews and recommend the property to friends and family, driving new prospects to your door.
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Exploring the Full Spectrum of Improvisation for Success in Multifamily
Unleashing Creativity and Agility for Operational Excellence
Photo by RhondaK Native Florida Folk Artist on Unsplash
In multifamily management, leaders are confronted with numerous unforeseen challenges daily. Embracing the full spectrum of improvisation could be the game-changer needed to effectively navigate these challenges, optimize operations, and improve resident satisfaction. In this brief space, I want to unpack the potent benefits of improvisation and provide practical strategies for its application in multifamily management.
Despite structured management models and established protocols, multifamily leaders and property teams often encounter situations where no policy or procedure fits. Whether dealing with extraordinary maintenance events, handling delicate resident issues, or navigating team member concerns, these unanticipated situations require a swift, innovative response. Unfortunately, rigid adherence to antiquated procedures can stifle creativity, slow response times, and reduce satisfaction, leading to potential downsides or adversities.
Integrating the spectrum of improvisation into your management approach can offer many benefits. First, it promotes agile thinking, enabling your teams to adapt as new challenges arise and to quickly devise innovative solutions. This flexibility not only reduces downtime but also improves efficiency and productivity.
Secondly, improvisation fosters a problem-solving mindset, encouraging teams to find solutions rather than dwelling on problems. By empowering your team members with the freedom to improvise, you foster a proactive culture where challenges are seen as opportunities for innovation and growth.
Moreover, incorporating improvisation can enhance communication with residents, team members, and business partners. Emphasizing dialogue over rigid processes can lead to a better understanding of resident and team member needs, ultimately improving satisfaction and retention.
Finally, the act of improvising can stimulate continuous learning and improvement. By recognizing each unexpected event as a learning opportunity, you can refine your management strategy, creating a cycle of ongoing advancement.
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Josh Swing | Collective Conversations
In this episode, I sit down with Josh Swing, a respected expert in the leadership development industry, to discuss the importance of leadership development.
We explore various aspects of the topic, sharing valuable insights, personal experiences, and actionable strategies to help you thrive in business and life.
Drawing from a recent article published on the @wildsparq blog, we take a deep dive into the following key discussion points:
1. Leadership development increases retention
2. Leadership development increases company culture
3. Leadership development increases engagement
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The Value of Making Life Decisions Based on Truett Cathy’s Philosophy
Photo by Brad on Unsplash
Truett Cathy was an American entrepreneur and the founder of Chick-fil-A.
This fast-food restaurant chain is well known for its delicious chicken sandwiches and excellent customer service.
However, Truett Cathy was more than just a successful businessman; he was also a man of faith who believed in living a life of integrity and treating others with kindness and respect.
His philosophy of life can be summed up in a few simple principles that can guide anyone who wants to make decisions that will lead to a fulfilling and meaningful life.
One of the key principles of Truett Cathy’s philosophy is always to do what is right.
He believed that honesty, integrity, and hard work were essential for success in business and life.
This principle is reflected in Chick-fil-A’s corporate culture, which strongly emphasizes ethical behavior and treating customers and employees with respect.
Another important principle of Truett Cathy’s philosophy is to focus on the needs of others.
He believed that the purpose of business was not just to make money but to serve others and positively impact their lives.
This principle is reflected in Chick-fil-A’s commitment to customer service and many charitable initiatives.
Truett Cathy also believed in the importance of family and community.
He was a devoted husband, father, and grandfather who prioritized spending time with his loved ones and instilling in them the same values that had guided his own life.
He also believed in giving back to his community.
He was known for his philanthropic efforts, including establishing the WinShape Foundation, which supports programs that strengthen families and help young people reach their full potential.
If you want to make decisions for life based on Truett Cathy’s philosophy, there are a few key takeaways you can apply to your own life.
First, always strive to do what is right, even when difficult or unpopular.
Second, focus on serving others and positively impacting their lives. Third, prioritize your relationships with family and friends and make time for them.
And finally, give back to your community and support causes that are important to you.
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VOC
Photo by Thomas Le on Unsplash
Multifamily living has become increasingly popular over the years, with more and more people choosing apartment living over homeownership. In fact, according to the National Multifamily Housing Council, there are approximately 39 million Americans who live in apartments.
With the growing demand for multifamily living, property managers must prioritize the resident experience to ensure their properties remain competitive. One effective way to do this is using the Voice of the Customer (VOC) to inform decision-making.
The Voice of the Customer is a powerful tool that allows property managers to collect customer feedback and gain insights into the resident experience. Using VOC, property managers can identify areas of improvement, make informed decisions, and ultimately enhance the overall resident experience.
One of the most significant advantages of using the VOC is that it enables property managers to identify specific pain points that residents may be experiencing. For example, property managers can use this feedback to implement noise-reducing measures if residents consistently complain about noise levels. By addressing these concerns, property managers can create a more comfortable living environment for their residents.
Moreover, using the VOC can also help property managers make informed decisions about amenities and services. Property managers can allocate resources and make informed decisions about future investments by gathering feedback on the amenities and services that residents enjoy and use the most. This ensures that residents are happy with the amenities and services provided and helps property managers make the most of their budget.
In addition to improving the resident experience, using the VOC can positively impact the bottom line. Property managers can reduce resident turnover and increase satisfaction by addressing specific pain points and enhancing the overall resident experience.
This, in turn, can lead to positive reviews and word-of-mouth referrals, which can ultimately help attract new residents.