service
Episode 18 | Adrian Danila | Collective Conversations
They’re Here
They’re here.
“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,
M
Residents, Prospects and Vendors Alike: Bring us Your Problems
Seth Godin shares a gem of a piece on his blog today. It’s titled Bring Us Your Problems.
Anymore we all have multiple avenues for customers to bring us their problems. They can call, email, tweet, message, post, etc.
Different Approach
What if you stuck a huge call to action box on your landing page right above the search for an apartment box? Title the box: Bring Us Your Problems.
Open it up to anyone to send their problem. No matter the nature.
Noise or Opportunity?
I think it’s worth the time to try it.
Your driven to massive experiments in 2014 Multifamily Maniac,
M
Change Your Rote
A quick shout out to all you unbelievably over-the-top amazing leasing professionals in the Multifamily world – You guys and gals rock!
I have a question for you
Are the people who take time out of their busy days to tour your respective communities getting the absolute best experience that you have to offer? Or, are they getting a rote experience? In other words is the presentation a routine fixed by habits that are in place because of repetition over time.
Be remembered
Get your personalization act together. I don’t mean that in a disrespectful sense. I mean it in the sense that you must customize your routine to create a very positive and memorable experience. You’re asking yourself, how do I do that? I have a simple one for you. Look up, smile and say hello when people walk through the front door.
I can’t tell you how many times I walk into apartment communities and get the cold shoulder. The looking down, I am busy and I don’t have time for you routine. Or the can’t you see that I’m on my device routine. Or the sign that says – out to lunch until 1:15p when in fact it’s 2:30p routine.
It’s so bad out there, that you don’t have to try really hard to come up with something amazing. You can get back to the basics of service and be in the top 5% of superstars. You know – all those things you learned in kindergarten kind of stuff. Like looking people in the eyes, saying hello and please and thank you. It’s the small things that get remembered most.
You’re getting my personalization act together Multifamily Maniac,
M
Exaggerated Response
To the point: over-communicate
Do it in an Exaggerated Way
Quick story for your Monday morning reading pleasure. I can’t recall where and when I read this but it has been some time. The story made an impact on me because it was – in my mind – an exaggerated response to an otherwise routine request for service.
The story was about a plumbing company that made over doing it a part of their service routine. If they were called out to unclog a drain, they took the time to tidy up the space under the sink, mop the floor and vacuum the floor mats. And, get this – they cleaned up any and all dirty dishes in and around the sink. Whoa! #gameon
People are the Difference that Makes a Difference
If people are the difference then suffice it to say that their actions and behaviors are the tell. Are you acting and behaving in a manner that is exaggerated? Do you take projects beyond what is expected? Do you push your team to do the same?
The point after the point: do something today that rocks the socks off of the people who you serve.
Your looking to over-exaggerate my responses multifamily manic
M