customer service

Photo by Kobby Mendez on Unsplash

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.

Photo by jet dela cruz on Unsplash

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:

1. 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.
2. 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.
3. 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.