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

Multifamily Blogs

This is some blog description about this site

The One Customer Service Question You Need to Ask Yourself!

The One Customer Service Question You Need to Ask Yourself!
As a corporate speaker and strategist one of my most requested topics to speak on is customer service. I imagine you are not surprised by this … I’m not. After all-all businesses require customers to succeed and customers expect some level of customer service every time they choose to do business with someone. Therefore we can all agree that customer service is crucial-that customer service is important, right? I think we can also agree that most companies have some sort of customer service mantra that they proclaim to the world. Macy’s: “Macy’s, Inc. clearly recognizes that the customer is paramount and that all its actions and omnichannel strategies must be directed toward providing a personalized merchandise offering and shopping experience…” State Farm Insurance: “Like a Good Neighbor, State Farm is There Nationwide Insurance: “Nationwide is on your side.” (Is it just me or do you hear Peyton Manning humming the Nationwide theme right now?) So, here is my question. If everyone can agree that customer service is important, why do we keep having bad customer service experiences?  Remember this epic rant of a Starbucks barista caught on video? In case you were not sure of what happened-from what I understand (and I might be wrong) the barista accused the customer of trying to steal an edible straw worth about 99 cents. (And yes, the barista no longer works there. Some reports say she was fired, the barista herself says she quit, I’ll leave it to you to decide what is true.) So, I’ll repeat my question again-why do we keep ha......
Continue reading
1326 Hits
1 Comment

Seek First to Hear, Then to Be Heard

Seek First to Hear, Then to Be Heard
I recently came across an interesting article1 published by Harvard Business Review that discussed the need for more introverts in marketing. The basic premise of the article was that marketers need to spend less time talking and more time listening. The author detailed why common characteristics of introverts often allow them to discover insights that remain hidden to those that aren’t as prone to spend time listening. As I read the article, I found myself thinking about how much time I personally spend talking versus listening. In my job responsibilities, I’m often thinking, “What do I want to tell my audience?” However, it may be more beneficial for me to flip that question and instead ask, “What does my audience really want to be told?” The answer to that second question can only be gained through truly listening to and examining the insights provided by customers. Apartment marketers have the unique opportunity to have frequent interactions with their customers throughout the prospect and resident lifecycles. Let’s take a look at a few areas where you can sit back and listen to what prospects and residents have to say: Are You There? In order to be an attentive listener, you have to first make sure that people are able to get through to you. Did you know that the average apartment community misses between 40-50% of calls each day? Leasing agents are busy people. Their days are consumed with paperwork, on-site visits, phone calls, resident problems, etc. For most properties, it’s impossible to answer every call. If ......
Continue reading
828 Hits
0 Comments

Does Your Company Need an “I AM ANNOYED” Department?

Does Your Company Need an “I AM ANNOYED” Department?
There are few things more frustrating to me than spending 20 minutes explaining my problem to someone in “Customer Service” only to be bounced to another person, explaining everything all over again, and then being bounced to yet another person. What these companies really need is an “I Am Annoyed” Department to call AFTER you speak to their “Customer Service” Department. A few months ago I decided that it was time to cancel our home telephone service. We rarely use the land line and it was an opportunity to save a little money. I was prepared to make a 15 minute phone call. Unfortunately, my telephone company didn’t offer an “easy button.” Instead, I became their Ping-Pong ball and was bounced to six different people (email, telephone, chat) over a period of 3 weeks before finally reaching a person who eventually cancelled my telephone service. I am not making this stuff up! This sad faced Ping-Pong ball eventually posted her experience on Facebook, a ratings and review site, shared it with many friends, and is now posting this blog.  Is this a typical problem in business today? Yes. Can it be solved? Probably not—but it can be improved. It begins with preparing, strengthening, and empowering the first point of contact.     Here are three ways you can reduce the number of annoyed customers at your community.     1.   Hire Good People vs. Nice People I read a very interesting article last week in YAHOO Finance “How to Hire Good People Instead of Nice Peopl......
Continue reading
2563 Hits
2 Comments