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

Customer Service Doesn't Have to Be a Big Deal!

Customer Service Doesn't Have to Be a Big Deal!

I am a fan of the show A Taste of History with Chef Walter Staib on Public Television. Chef Staib is the owner and chef of City Tavern in Philadelphia, which is a recreation of a tavern which was at the center of our Revolutionary War history~with the Founding Fathers as frequent guests. 


The show features Chef Staib cooking dishes as it would have been prepared during that period in history; often in historic kitchens and locales such as Colonial Williamsburg or Thomas Jefferson’s home in Monticello. As a history buff and someone who loves watching cooking shows, the whole theme of A Taste of History really appeals to me. 


So…when I found out that I would be speaking for the New Jersey Apartment Association Conference and Trade Show (great show BTW!), I decided to fly into Philadelphia and do a little sightseeing while I was in the area … and City Tavern was high on my list of places to visit where I couldn’t wait to try the Colonial Pot Pie! 


Going Back in Time


When I walked in I was greeted by a gentleman in colonial period clothing and it really did feel like I walked back in time to 1776! While I waited for my food, I wandered the rooms of the Tavern and on the second floor, I was approached by one of the workers there who asked if I knew of the history of the Tavern. I said I knew a little because I was a big fan of Chef Staib’s show, but would love to know more. So he gave me a brief tour and then escorted me back downstairs where my pot pie was waiting. 


Let me tell you, the pot pie was delicious~probably one of the best I’ve had. My waitress was also really friendly and attentive. All in all it was a great experience and well worth the effort to get there. 


The ‘Small’ Surprise


When my waitress brought me the bill, she also gave me a DVD of the show, as a gift! She said that she knew I was a fan and wanted to thank me for watching the show and for coming into the restaurant today. I was pleasantly surprised and it was a great (and unexpected) way to cap off the day. 


I approached the gentleman who gave me the tour earlier and I told him “thank you” as well, since he was the one who mentioned it to my waitress and he said, “Since you’re a fan, we wanted to make sure to take care of you.” 


On the one hand, a DVD may not seem like a big deal…and it was a very simple thing for them to do. It wasn’t as if my waitress had to do a ton of work to pull the DVD from their stock and bring it to me. And in the whole scheme of things one free DVD will not make or break the profitability of the tavern-but for me the gesture was a huge deal and made it even more memorable. 


The Main Thing


They looked for ways to make the experience memorable and special for me. Which means that if I am in the area again, I’m going to go back there again and again! Not a bad return for one DVD and someone simply paying attention and looking for ways to serve me. 


The same is true for you and your customers. Where can you surprise them unexpectedly to make their experiences with you even more memorable and special? And, it doesn’t need to be complicated, big, or expensive! After all, sometimes the smallest things can mean the most. 



What are some of the small things you’ve done that have made a big difference?

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
  STOP ask yourself do you do your follow up calls or thank you cards?!?!?!?  By Jolene Sopalski Leasing Specialist WRH Realty Services If you answered no to that question then I want you to hold up your right hand and pledge the following “ I will  start following up with my prospects no prospect will go un-followed up”. Good now if you are one of the ones that said yes I do my follow up calls and thank you cards I want to give you a big hug so just picture me giving&...
Don’t you just love Twitter? With a simple hashtag, you can tell the whole world exactly how you feel! What about Facebook? All you do is post on a company’s wall and WHAM! Message received. Remember those pesky days of phone calls and emails? All the searching for the correct contact information, all the time spent explaining your issue, all the waiting… And for what? For only one person to hear your story!? Well, the game has changed. We are now able to rant about our customer servic...
A few weeks ago, we talked about 10 Signs of Property Management Success. This week, we’re going to take a look at the flip side of that coin, reviewing some indicators that it may be time to make some changes (after all, the time for New Years’ resolutions is just around the corner!). Following are a few red flags to keep an eye out for in your property management business. 1. Lack of referrals – This applies to both tenants and property owners. In an ideal scenario, you shou...