Have you ever noticed that you often hear from residents only when they're complaining about something?

I mean, when the grass is green and the flowers are blooming, how many calls are your offices getting saying "great job" on the landscaping? When the maintenance team fixes a broken appliance how many responses do you get saying "thank you" relative to the amount of service requests the team completes?

Until I better understood the psychology of customers, this used to bug me to no end! Then as I managed and trained I watched my people feel the same types of frustrations as well.

This short video explains a little bit about why customers only say something when they're upset . . . and what you can do about it as well!