TOPIC: What do you do when customer service causes strife with employees?

What do you do when customer service causes strife with employees? 3 years 4 months ago #19511

Industry friends- when do you draw the line on customer service if is it causes strife and unhappiness for your employees? If you are being told you have to stay open until 7pm 4 days a week (Mon-Thur) and all of your inside staff have other commitments after work and/or children in day care that are required to be picked up no later than 6:30pm so they are unable to adhere to the new required time change, how to do accommodate? This change is to provide customer service to our residents to be available later evening hours when they are home Mon-Thur. Side note- 7pm closing time for my office means no one is leaving until 7:30pm at the earliest which gets into family time. And do you think it is beneficial to have maintenance that is on call work a full day on a Saturday? I do not have a single person willing to accept these changes and am fear of having a high turnover so any suggestions on selling this change is highly appreciated.
  • Noreen Roxanna Renteria
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What do you do when customer service causes strife with employees? 3 years 4 months ago #19512

Noreen, is the hours change (for office staff) seasonal to coincide with Daylight Savngs Time?
  • Lisa Trosien
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What do you do when customer service causes strife with employees? 3 years 4 months ago #19513

No just a change
  • Noreen Roxanna Renteria
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What do you do when customer service causes strife with employees? 3 years 4 months ago #19514

We did this at a property I worked at, no one really came in. Yeah we got the occasional call or desire to tour but then they would no show. Job schedule and school schedules do not change for Daylight savings so the person that works second shift wont even be able to come in. First shift people tend to be, as you stated picking up kiddos and then going home to cook dinner. I used to just get a lot of small tasks done through that adjusted hour. Good luck!
  • Ashley Marie Manis
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What do you do when customer service causes strife with employees? 3 years 4 months ago #19515

I do mostly lease-ups and the extended hours are always required. Everyone on my team takes a day and shares the burden equally. Whiles Saturdays for the Service Team is tough, it makes a lot of sense as a business. Many industries require weekend work. Once again if it is rotated by the team, it becomes easier to handle.
  • Dana Nettles Faith-Page
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What do you do when customer service causes strife with employees? 3 years 4 months ago #19516

We are not a lease up and we have a porter here on Saturday.
  • Noreen Roxanna Renteria
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What do you do when customer service causes strife with employees? 3 years 4 months ago #19517

We paid residents to be clubhouse attendants. They would come in after we close and stay until 10 pm.
  • Laura Reardon
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What do you do when customer service causes strife with employees? 3 years 4 months ago #19518

If we stay open late, which isn't often, it's usually just a portion of the staff that stays later, on a rotation.
  • Amy Foster Williams
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What do you do when customer service causes strife with employees? 3 years 4 months ago #19519

It would be only one person but all of the inside staff have other commitments after work so this change would throw a wrench in them
  • Noreen Roxanna Renteria
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What do you do when customer service causes strife with employees? 3 years 4 months ago #19520

If it is absolutely mandatory from corporate or your owners maybe consider paying them overtime, or giving them additional PTO? But I would definitely count traffic and see if it is even worth the change. We considered this one time, and tried it for 2 days and noticed not a single person came in from 6-7 so we ditched the idea.
  • Kendall McDonald
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