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Beat your Competition with Great Customer Service!

Beat your Competition with Great Customer Service!

New property management companies and property managers should focus on providing their customers with great service to gain repeat service and succeed in their businesses.  A recent study conducted by the National Federation of Independent Business revealed that small businesses that prioritize customer service are at an advantage in beating their competitors who may be charging lower prices.  According to the Customer Service Institute, 65% of a company’s business comes from existing customers, and it costs 5X as much to attract a new customer than to keep an existing one satisfied.

Property Management Companies Guide Customer Service

 

Here is how you can provide Great Customer Service:

1. Employees Influence Quality of Customer Service

Make Customer Service your company's goal.  Set standards for Quality of Customer Service and make sure all your employees understand the company's goals.  Make Customer service a team effort by involving employees’ in brainstorming new ideas for customer service.  Train your employees to handle a difficult customer using role playing sessions.  Reward employees for achieving target goals.  Address any issues that could affect your company's service goals. 


2. Understand your Customer's needs

Ask questions and Listen carefully to your customers.  Train your employees to listen to focus on what the customer is actually saying and to then offer services that fit the customer's needs.   Check employees’ telephone manners periodically.  Building a relationship with the customer is important in giving them the quality of service that they expect.  


3. Take an Extra Step to keep the Customer Happy

A few examples include greeting them by name, treating customers respectfully and courteously at all times, answering the phone by the third ring, promptly answering their questions, and, if you can’t, getting back to them with an answer as quickly as possible.  Organize social gatherings to interact with and build good customer relationships.

Remember, by giving your customers what they want, not what you think they want, you can keep customers coming back for more!




 

 
This comment was minimized by the moderator on the site

Great post, and I couldn't agree more. In a seminar I teached called Customer Service Legends, I highlight the techniques that some really stellar customer service organizations use in order to beat their competition. Lexus Vs. BMW is one classic example. Despite their current Toyota recall troubles, Lexus still has the highest number of repeat purchasers among luxury brands, BMW has the lowest. Are BMW's not as good of vehicles? Depends on who you ask, but many would argue they are superior. But the customer service experience at BMW is so poor by contrast, that people tend to move elsewhere. So do renters.

  Christopher Higgins
This comment was minimized by the moderator on the site

Uh, I meant teach! TEACHED? What the heck is that? Sorry.

  Christopher Higgins
This comment was minimized by the moderator on the site

Thanks Christopher!

In the past few years, companies have realized that service is really a competitive factor, and Customer Service has become an integral part of their product. At TReXGlobal, we spend a lot of time listening to our customers making sure we understand their needs and have built the right solution for them. Providing great customer service has been a key factor in our success!

  TReX Global

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