Enter your email address for weekly access to top multifamily blogs!

Multifamily Blogs

This is some blog description about this site

Creating Emotional Brand Connections, Through Stellar Customer Service

I am a huge promoter of technology and innovation; they make life better, faster and more efficient however, it’s vital not to underestimate the need for balance between innovation and a personal connection.

For instance, last weekend my daughter had us drive an hour to have breakfast down the shore. While the food is undeniably tasty and the vibe quirky and fun, the real draw is the way they make you feel; the way that they know your name, chat with you at your table, bring you coffee while you wait in line, and make you feel like you are the most important person that walked through the doorway that morning. They have irrefutably created an emotional brand connection through their personal touch and stellar customer service, validated by the parade of loyal customers that line out the door waiting for their turn to share in the experience. 

Creating a positive, emotional connection with customers will take you further to establishing a long-term relationship than any other strategy you could roll out.

Here are 3 ways you can create an emotional brand connection through extraordinary service, and taking a genuine interest in your customer base.

1. Listen. Jot down the nuggets they share about their life. For instance, if you know their son is a little nervous about joining Little League for the first time; ask how he’s doing. Everyone wants to feel they’re important enough to be remembered and that people genuinely care.

2. Court Your Prospects. Selling is a lot like dating, you must woo prospects and hope they return the attention. You wouldn’t go out to one dinner and then ask your date to get married, would you?  We know most prospects don’t make their decision about renting on the “first date” and prefer to keep their options open. One way to sway them in your direction is to court them.  Check in on their search progress, send them useful moving and packing tips, a calendar of local events and, invite them to an upcoming resident gathering so they can experience the vibe of your community.   Believe me, this extra effort is noticed.

3. Date Your Residents. I don’t mean literally date your residents, just don’t stop courting them once they become a resident. Apply the same wooing fundamentals you used when they were a prospect to establish a long-term resident relationship.  Be keen to the things that are important to them, be thoughtful, be kind, and take pride in providing an experience that is superior to your competitors.

You don’t need new product, lots of amenities or, big budgets to provide your customers what they really want – a connection that is both meaningful and memorable. If you accomplish that, you’ll have created loyalty through emotional branding that rises above the tide and stands the test of time.

 

Rate this blog entry:
2
 

Leave your comments

When you're looking for or training a maintenance technician for your multifamily property, you're probably only focused on his or her core skills, and that's only natural. However, in the customer-centric environment of today, repair experience and an HVAC certification are just a part of the puzzle. Modern residents don't just want their faucet repaired quickly; they also want someone who is positive and friendly while doing so. If they don't get that, they may very well find somewhere else to...
We often pride ourselves on how much blood, sweat, and tears we put into our jobs, doing our very best to create the best environment for our residents and prospects moving in.  And usually, more often than not, things flow smoothly without a hitch.  But sometimes something does go wrong, and when it does, one of the key elements to the resolution is whether the team can match how much the resident cares about the situation. Let me illustrate:  I remember when I first started lear...
I was at the bank this morning, about 10 minutes before the bank officially opened, joined by a few of my fellow customers.  And as we waited, it occurred to me that a 5 minute change could make a big difference to your customer service! Sometimes it's the small things that make the biggest differences, both good and bad, so even when  something seems unimportant, those small "unimportant" moments can add up to either a great or not-so-great experience.  So getting back to my morn...