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

Rommel Anacan

Welcome to my blog on MFI! This blog allows me to have an ongoing conversation with multifamily professionals like you. My focus is on helping you and your companies succeed by helping you optimize the quality of your relationships. If you'd like more information about me, my company and the ways that I can help you, please visit my website at www.RelationshipDifference.com

If You Don't Want to Serve Customers Maybe a Job Serving Customers Isn't For You!

If You Don't Want to Serve Customers Maybe a Job Serving Customers Isn't For You!

After working in some type of customer service profession for over 25 years and speaking and training thousands of people around the country on the subject for the past four years, I feel confident in saying this….

If you’re not really into helping people, or you know, “serving customers” then you need to “move on with your life’s work!” Now!

There is no shame in saying that having to work with the public is not your thing. There is no problem in admitting to yourself and to others that you don’t like helping people … (although, admittedly, the people around you already know it) and deciding to get out of a customer-service related job and moving on. 

The problem is when you don’t admit it-and you hang on to a customer service oriented job, when you’re clearly not cut out to do it! Let me give you an example…

This weekend I needed to pick up tap shoes for my daughter who is starting a summer dance class and found a pair from a seller on Craigslist and we decided to meet at a Starbucks. Before picking up the shoes I decided to order an iced coffee … mistake number one. 

The barista didn’t make any kind of eye contact as she took my order; when she was finished ringing it up she walked away from the register to resume a conversation with co-workers, without thanking acknowledging me and without giving me my receipt. 

I then walked over to where I assumed my coffee would be available to pick up. I say assumed because I was not given any instructions on where to pick it up. I was hoping the next person would be slightly more helpful … and THAT would be mistake number two. 

As I stood there I saw another barista approach the pick up area and indifferently pushed the coffee forward, without saying my name or announcing the drink, or making sure a customer knew the drink was ready. After shoving the drink forward she immediately turned around and…. (wait for it)  resumed her conversation with her co-workers. 

At least the coffee would be good, right? Nope! It was awful. Not like Starbucks at all. Mistake number three! 

If you are in customer service:

I know it’s difficult! I do. It does take a high degree of patience, understanding, and emotional, relational and professional maturity to deal with many of the things that you deal with daily. But it is worth it to do the right thing. It is!

You see, I’m going to mail this blog to that store’s manager, which means that those associates will have to spend some time explaining what happened that day. Now, if they both just spent an extra 30 seconds being a friendly and engaged human being, they wouldn’t have to spend the extra time explaining things to their supervisor!

If you lead a customer service team:

Remember that your people need the tools necessary (like an amazing trainer…yes, shameless plug) so that they know what good customer service looks, sounds and feels like. They need you to be engaged giving them praise, correction and feedback that goes BEYOND “You need to give good customer service!” 

Why was the service bad?

How did it appear to the customer?

What could s/he have done to approach the situation correctly?

If you have any questions, comments or concerns, please email me at rommel AT relationshipdifference.com or Tweet me @rommelanacan and I’d love to help! 

Rate this blog entry:

Comment Below

  1. Posting comment as a guest. Sign up or login to your account.
Attachments (0 / 3)
Share Your Location
It might be cold outside in some parts of the country, but that is no reason for that to put a deep freeze on your resident engagement and leasing activities. However, it may require you to put more heat on that creative bone of yours! The apartment community I live at just had a wine and charcuterie night (my community knows me well...I love any event when wine is involved)! But it got me thinking of attendance. You see, the apartment community I live in has four buildings. Meaning, reside...
The property management industry in the United States generates $88.4 billion in annual revenue and it is only expected to grow (iPropertyManagement). Property managers seeking methods to streamline their growing To-Do lists have more capabilities at their fingertips than ever before. New real estate technology empowers property managers to streamline processes like rent collection, batch invoicing, security deposits, insurance, and more. On the flipside, tenants have the ability to pay their re...
Training is so much more than onboarding and the basics of property management.  Effective training empowers our team members to grow and thrive, pushing the boundaries for what we can achieve in multifamily.  It not only builds their skill sets, but inspires them to passionately approach their job as a career.  In that way, training isn’t just about learning how to cross their t’s and dot their i’s.  It’s about building a culture of constant improvement and a love for learni...