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Home Insider Blogs Anne Sadovsky's Blog A new beginning in a new year

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Dec 29
2009

A new beginning in a new year

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Posted by: Anne Sadovsky on Dec 29, 2009 09:10

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Let's use 2010 as a time for introspection and our personal role in making our company / community a success.  When all the technology is in place, all the systems are updated, and you have lots of bells and whistles...guess what counts the most?  Our people skills! 68% of customers say they quit spending money with any given business because of the way they are treated by people in the office / at the front desk or counter!  I have been harping on this for 10 years...should I give up?  That will happen when I see our industry truly practicing superb people skills.

So for the new year, let's all take a look at how we treat others...are we compassionate, do we have empathy for them when there is a problem, do we speak kindly with a goal of retaining our customers?  It really does make a difference in occupancy, reputation, referrals and bottom line .  Plus you will like yourself better.

Let's promise ourselves to study, think and practice the skill of people management...and to never be part of the problem...but a big part of the solution.  Happy New Year. 


Comments (5)Add Comment
305
written by Anne Marie Stephenson, December 30, 2009
Amen, Anne!

I would also add the same thing for Companies to consider regarding their employees, especially in this challenging economy.

I have noticed that employees tend to treat customers in mimic fashion to how the company treats them. Employee retention is very closely related to resident retention.

Teams need extra support and motivation during this tough economy. Many of the stresses our customers are dealing with are the same stresses our employees or their family/friends may be dealing with.

We're all in this together so be kind to one another. And, if you can't help those around you, then at the very least . . . don't hurt them.

612
written by Andrew Botieri, December 30, 2009
Anne, I couldn't agree more. Our industry still hasn't solidified the basics. Yes technology is great but caring and compassion can't be taught...but basic skills can. Before working with any client I review the property shops and it's amazing how the basics are missing...like oh I don't know...good phone skills, asking great qualifying questions and asking for the business. If each company could improve the performance of their teams by 5-10% from consistent training they could add about 3-5% onto their occupancy. Happy New Year!
123
written by Patty Morgan Seager, January 05, 2010
Great points Anne! As you and I have discussed many times, it is all about what kind of experience the resident/customer has.
How do we make them feel with each and every interaction...that would be an excellent question for companies to focus on in 2010!
And, I might add, it would be a great question for companies to ask themselves in regard to their team players as well!
Here's to a fun, exciting New Year!
1412
written by Bob Landis, January 05, 2010
Anne: bullseye! Our industry can't block and tackle, but we can talk all day about the latest trend or "must have" feature at our properties or companies.

We have an industry where we still have leasing agents who can't even handle a telephone call, a walk-in prospect, or even an e-mail response appropriately despite all of the training and coaching (ask any shopping service out there for some direct evidence) over decades of effort. My belief is hire people who are naturals with customer service. It is hard to make someone do something that is against their natural tendencies. They can easily learn the technical side of the business. Then, compensate them for the true value they bring to the business enterprise.
1865
written by Laura Bruyere, January 05, 2010
Couldn't agree more!! It's amazing how you can knock it out of the park (and get the leased signed) everytime with genuine good manners and a professional can do attitude! Campanies need to embrace shops as tools to enhance their agents abilities; follow up shops with classes, mentoring, etc. Make shops a pro-active part of on site training! Here's to great 2010!!!
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