|
Jul 26
2010
|
Customer Service Aptitude- Associates
Posted by: Tarla McCann on Jul 26, 2010 11:50 Tagged in: Vendor , Technology , RSS , Property Management , Multifamily Insiders , Multifamily Executive , Customer Service , Communication , Blogs , Apartment Residential
|
|
A few days ago I was on the receiving end of some particularly poor customer service. Know the feeling? Yuck! I have such a poor taste in my mouth I may not shop at Macy’s again for a whole month! But seriously, I was reading on MultiFamily Insiders and came across this interesting topic in their archived discussions relating to the Customer Service aptitude of Associates.
The discussion was about the challenges with getting into contact with Owner Managers, beginning conversations and obtaining appointments. An associate felt he had a legitimate service or product to offer and that he was being disrespected by a particular Decision Maker that he was calling on. He did not know this customer. He wasn’t getting a return phone call. From what I could gather, this particular vendor did not seem to have any empathy for the person from whom he was attempting to gain business. It is Associates such as these that telephone every single day, refuse to take no for an answer, etc. that send Owner Manager’s seeking cover. You may not catch the Owner Manager today, next week or next month but if you do not operate with a Customer Service Aptitude you will never earn their business.
I love what Jen Piccotti, an industry colleague on the west coast, had to say on the topic! “I guess it comes down to this - we can't control those around us, we can only control ourselves and our own interactions. I choose to approach decision makers, and everyone else I run into, with respect. Respect for their intelligence, their time, and their needs/wants. If I can offer something that may benefit them, then great. If not, at least we can be on friendly terms, and they don't have to feel the need to flee.”
To your success!
Tarla McCann
On-Site.com
