The Customer is the Hero

Make the Apartment Customer the heroMake the Customer the Hero” – Ann Handley

Finding ways to make the Customer the Hero never was and still is not difficult. It is not some over the top mysterious ‘wish we could figure that out’ chaos math problem. No – it is much easier.

It is the please, the thank you and the “I don’t know but I will get back to you” follow through. It is the pausing long enough to assist with heavy bags, taking time to clean cigarette butts off of their sidewalk and taking time to make sure the bathrooms in your clubhouse are clean throughout the day and not just at the beginning. It is keeping your word when you tell someone you will do something. It is remembering to say a kind word or send a nice gift on a birthday, anniversary or holiday. It is remember to ask about their children’s activities, struggles and successes. It is majoring in the minors for people without losing site of the bigger picture. It is taking – Time.

The trouble most of the time is understanding origin. That is, where does that ‘making the customer the hero’ mentality come from?

The Hero Lies in You

I think the late great Whitney Houston said it best in the song There’s a Hero – in the song there is a lyric that sings like this  …and, the Hero Lies in You. There is a hero that lives in all of us and he/she is right at home helping everyone around them feel like a Hero too… And, guess what – 100 times out of 100 times when you make someone feel like a hero – you feel like one yourself….

Your, remembering the hero inside becomes the hero outside – multifamily maniac,


Multifamily Leadership: Reward the Doers

I would rather catch a tiger by the tail than have to light a fire under an elephant’s ass…

Execution and results are the name of the game in any and all business. Be it for profit or not for profit, getting things done that most positively effect the outcome is the chief aim. And, there are several ways to make sure your multifamily business is achieving results. There is the almighty stick and the ever enticing carrot. Threats and rewards. For the sake of this post and the continuation of this leadership series let us focus on reward.

Multifamily Doers

What is a doer? I heard a saying one time that went something like this; I would rather catch a tiger by the tail than have to light a fire under anGetting Things Done in the Multifamily Space elephant’s ass. It speaks loudly in the way of defining a doer. Doer’s get things done. They move mountains. They find ways that others never even dream about much less think about. They never let a day go by without making meaningful progress toward their goals and aspirations. And, doers get rewarded.

Three Suggestions

1. Measure what you expect and reward what you measure

2. Reward the doers far in excess of the status quo – exaggerated and excessively reward the doers

3. Promote those that get things done – quickly