Customer Service
The Value of a Gift
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Gift-giving is a tradition that has been around for centuries. It is a way to show our loved ones that we care, appreciate them, and want to make them happy. But what is the actual value of a gift? Is it the cost or the effort put into it? Or is it something else entirely? Is there an effective use case in the business of Multifamily?
True Value
The truth is, the value of a gift is not about what went into giving it but how the person receiving it feels. It doesn’t matter if the gift was expensive or handmade; what matters is the emotion and thought behind it. A simple gesture can mean just as much, if not more, than an extraordinary one.
The sentiment behind the gift makes it unique, not the price tag. For example, a homemade card, a heartfelt letter, or an email can be just as valuable as a diamond ring. And the same goes for receiving a gift; the feeling that person gets is the most important thing.
Who will you gift today? When will you do it? Now seems like a good time!
What a Door Jamb Can Teach Us About Service
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What can a door jamb teach us? As a real estate agent, Janet had the opportunity to work with many different clients and help them find their dream homes. But one experience, in particular, stood out to her as a reminder of the importance of paying attention to little details.
Details that determine the difference between ordinary and remarkable.
Janet worked with a family selling their home after their kids graduated. The new buyers planned to gut rehab the entire house, and the family worried their memories would be lost. The home was filled with memories and sentimental value for the family, but as time was a constraint, they had to move on.
Door Jamb
One of the things the family was particularly attached to was the door jam in the hallway. The parents had marked their children’s heights as they grew. It was a small but meaningful detail, and the family didn’t want it to be lost in the renovation.
To her delight, the new buyers were touched by the sentimental value of the door jam and decided to work it into their renovation plans.
Small Act
This small act of kindness made a significant impact on the sellers. They could take comfort in knowing that the new renovation would preserve a piece of their home and memories. It reminded Janet that, as a human selling a home to another human, she could make a difference in her clients’ lives, even in a minor way.
Attention to detail like this can make all the difference in a real estate transaction but, more importantly, in life.
The Meaning of Luxury
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Luxury is often defined as a state of great comfort or elegance characterized by abundant expensive and high-quality materials and services. However, true luxury is not just about material possessions or superficial pleasures. It is about creating a truly memorable and personalized experience for the individual. Or for yourself according to your definition of the word.
One way to achieve this level of luxury is through the art of hospitality. Hospitality is the act of welcoming and accommodating people with warmth and generosity. This means going above and beyond to ensure every customer, team member, and business partner’s needs and desires are met. Think… ‘in service of.’
Be Thoughtful
Giving more hospitality means being more thoughtful. It means paying attention to the little details and anticipating people’s needs before asking. This could be as simple as learning about a small thing your prospect likes and sitting it on the kitchen counter on move-in day or providing a unique amenity they mentioned during a community tour. It could also be as elaborate as organizing a private wine tasting, a local restaurant food tasting, or arranging a special surprise during their time in your community.
People are looking for ways to escape the stress and chaos of everyday life when they come home to your apartment community. They want to be pampered and indulged, and they want to feel special. Or, they want to be left alone for respite and recharging. This is where luxury hospitality comes in. By providing exceptional service and creating a truly personalized experience, luxury apartment communities can allow their residents to relax, unwind, and genuinely enjoy themselves.
The Key to Exceptional Customer Service
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Customer service is an essential component of any business and is particularly important in the multifamily property management industry. After all, happy residents are more likely to renew their leases and spread positive word-of-mouth about your property. In contrast, unhappy residents may choose to move out and discourage others from renting from you.
One way to ensure top-notch customer service in multifamily property management is to “deliver low and slow,” just like we do with dessert. This means taking the time to attend to your residents’ needs and wants carefully rather than rushing through their requests or neglecting their concerns.
For example, a resident contacts your office with a maintenance issue in their unit. Instead of simply sending a maintenance worker to fix the problem and moving on to the next request, consider taking a few extra steps to enhance the overall experience for the resident.
First, acknowledge the resident’s concern and let them know that you take their request seriously. This could be as simple as sending a quick email or leaving a voicemail message to let them know that you’ve received their request and are working on a solution.
Next, keep the resident informed throughout the process. Let them know when the maintenance work is scheduled to arrive and the plan for fixing the issue. If there are any delays or unexpected complications, communicate these to the resident. By showing that you’re transparent and willing to keep them in the loop, you’ll be able to build trust and establish a positive relationship with the resident.
And One Service
Finally, don’t be afraid to go the extra mile. If the resident is delighted with the service they received, consider sending them a small thank-you gift or offering them a discount on their next month’s rent. These small gestures can make a big impact and help to create a memorable experience for the resident.
Personalized Customer Service is the Key to Success
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There’s a famous quote by Richard Coranine that goes, “One size fits one.” This quote is often used to discuss the importance of individuality and the dangers of trying to fit everyone into the same mold. But it’s also a great reminder of the importance of personalized customer service.
It’s easy to fall into the trap of thinking that one solution will work for everyone. But the truth is that every customer is unique, with their own needs and preferences. You risk alienating and frustrating your people by trying to fit everyone into the same mold.
That’s where the concept of “one size fits one” comes in. It’s a reminder that the best way to provide excellent service is to focus on needs. This means taking the time to understand their specific problem and developing a solution tailored to those needs.
There are a few key benefits to this approach:
- Improve satisfaction: By providing personalized service, you’re more likely to leave your customers happy and satisfied. They’ll appreciate the extra effort you put in to understand their needs, and they’ll be more likely to return to your business in the future.
- Increased loyalty: When you show your customers that you care about them as individuals, they’ll be more likely to stay loyal to your business. This is especially true in today’s competitive marketplace, where many options are often available.
- Better problem-solving: By taking the time to understand each customer’s unique needs, you’ll be better equipped to solve their problems. This will help you resolve issues more quickly and effectively, leading to happier customers and fewer complaints.
