Comments for No We Don't...Yes We Do at http://www.multifamilyinsiders.com/home , comment 1 to 1 out of 1 comments http://www.multifamilyinsiders.com/home Mon, 08 Feb 2010 22:59:52 +0100 FeedCreator 1.7.3 http://www.multifamilyinsiders.com/home/multifamily-blogs/No-We-Dont...Yes-We-Do.html#comment-183 What a great post, Lori! I completely agree with the flexibility issue, especially as a state of mind. Ask a question of any person in customer service and you can almost immediately tell if that person is someone who tries their hardest to say "yes" or someone who tries their hardest to say "no". Unfortunately, many of our residents DO make some crazy requests and demands, which over time I think puts our on-site teams in the default "no" category. I think it's a matter of training and role playing to teach employees that no matter what the situation, they need to make every attempt possible to offer a solution, but also understand how to find the line which a "no" is reasonable. - InsiderBrent Tue, 27 Jan 2009 20:10:40 +0100