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Mar 31
2009
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Resident Retention: Knock, Knock, Knockin' on Heaven's (???) Door...
Posted by: Jen Piccotti on Mar 31, 2009 01:00 |
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Have you ever seen anything that is awesomely bad? You spot one of those songs or hairdo's or outfits from the 60's, 70's, 80's (what the heck, maybe you see someone sporting Hammer pants), and think to yourself, "Someone thought that was a good idea once." Our human history is full of those decisions that, at a particular moment, seemed like a good idea. And yet, upon further reflection or changing social norms, those decisions come back to bite us on the hindquarters. This sign, I believe, is one of those decisions.
The intent? Probably to let a prospect or resident know that a closed door might not mean 'closed,' nor might an unanswered door mean, 'no one is here to help you.' And yet, I have to say, this sign awesomely, spectacularly, and most unfortunately conveys, "Your time is not as valuable as mine. If you REALLY need to speak to someone, sit around for an unspecified amount of time, and if you're lucky, someone may notice you there."
I had the delightful opportunity this weekend to be treated like a valued customer, and I'm going to tell you all about it because is was so incredibly simple, but so overwhelmingly powerful. I was visiting a local golf course, and I had a question for the woman at the reception desk. Just as I stepped forward to ask my question, her phone rang. I began to swallow back the words that had been forming in my mouth, knowing that she was about to raise her finger toward me in the international sign for, "One moment please."
HOWEVER, what she actually did struck me speechless.
She glanced down at her ringing phone, pressed some sort of silencing button, looked up at me, smiled, and said, "How may I help you?"
WHAT???!!!
I admit, I should not have been that surprised. It was a simple thing. It was the appropriate thing. It is exactly what every employer would expect of his or her employee. And yet, lately I have not had these experiences. I have become accustomed to the phone taking precedence over a live, in-person customer.
Dianne was most wonderful and helpful. She answered all my questions efficiently, clearly, and very pleasantly. There was no sense of rushing on her part, despite the phone ringing two more times during our conversation. Her focus was on me, ensuring I had what I needed. As I walked away(still overjoyed at feeling so valuable, like a VIP or something), I glanced back and saw that she was doing exactly what any employer would expect of his or her employee - she was checking voice mail, jotting down numbers and returning the calls she had just missed.
Yes, yes, I realize this interaction was on the verge of mundane, but that's just it. It was most certainly not mundane, not for me. It caught my attention. I felt important. I am really looking forward to going back to that course - not just because it is beautiful, but because I like how I felt being there. I really liked how I was treated.
There is opportunity in every interaction, no matter how simple or complex. What 'signs' have you posted, whether on the building or on your face and in your voice? And would you define them as awesomely bad? Or radically good?
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It's not mundane. It's exceptional this day in age, Jen. That's what's wrong with the whole thing. This is what people SHOULD expect.
Whenever I run in to a "diane" up here who isn't yet working in our industry, I give them a card and try to recruit them, because if they're not working for me, then they're working for the wrong person, and they need to come work for me so I can put them with an AWESOME manager
The worst thing I ever saw on a property was a piece of note book paper taped to a door with an arrow on it. The paper said "Touring" above the arrow and "Coffee" below the arrow. That was pretty awesomely bad.