Customer Engagement: Keeping the Spark Alive

Let's face it people.  You are not in a monogamous relationship.  At a mid-sized property, you are trying to keep a positive, productive and happy marriage of sorts with approximately 350 units and double that many residents.  Think Big Love.  Each individual needs their own space and attention, while you need to be a good juggler.   After the initial proposal and acceptance, the key is keeping it fresh.  Just like any other good relationship.

So... how do you keep the spark alive and keep these beautiful relationships afloat  Engaging your customer.

Every successful relationship is a bit of give and take, strong communication and daily reminders.  Customer Engagement is all about the same things and starts with the tiniest of efforts to keep it afloat and all parties happy.

Start with the smile and wave.  There are a TON Of companies that have manadated a certain distance within a customer that requires a wave and greeting.  But that's basic.  I met a leasing professional the other day that was using "flashcards" with her residents faces on it to memorize names.  And not just resident names, either - their pets too!  Her goal was to greet everyone by name (or their suggested nicknames) to make her efforts personal - and it pays off.   

The next step in any good relationship is building expectations and maintaining consistency.  If you say you're going to take out the garbage, do it.  Commit to the work orders and complete them in a timely basis.  Then FOLLOW UP.  How are you, how was your day, how's you sink draining now?  Anything else I can do for you?  It's the little things that show you care.  Ask for feedback... Did you like this, what else would you prefer instead... How can I make you happy.  Ask and you shall receive in kind - and incorporate your staff in this process too.  Encourage your residents to engage in the same open relationship with your leasing and maintenance teams too.  Share the love. 

The difficult thing in stable relationships is keeping the spark, the spice and the surprise.  Do something out of the blue.  Surprise them with breakfast at their car.  Tell them to take 2 hours to shop while you occupy the children with a seasonal movie or activity.  Offer them something for dinner... give them the emotional massage they desperately need and VOILA! - the spark is there!  Your relationship with your significant other(s)... er residents... will evolve into a real relationship based on interest in them as individuals, commonalities in your goals and needs, and continued intrigue.

All similes and metaphors aside, engage your customer by bring them into the decision making process and creating things for them and around them. The budget doesn't matter.  The only factor in your decision and action process should be keeping the relationship alive and prospering.