Service FAIL - What To Do When Service Goes Bad

Service FAIL - What To Do When Service Goes Bad

Webinar presented by Stephanie Graves

On Demand
$29.99 each

While the goal of an organization should be to focus on putting on a perfect show, delighting people, and creating an experience that's wonderful; how do you and your organization respond/react when something doesn't go right?  Because truly that's when everyone is paying attention! This failure of expectations, or service resilience as we call it, is too often overlooked.  Most organizations don't even have a name for it, don't measure it, and don't plan for it. 

During this webinar, teams will:

  • Learn how to handle failed expectations with residents such as what happens when the maintenance person fails at a service request?  Or what happens when the office forgot to tell the maintenance team? 
  • Develop skills to handle mistakes, trip ups and dropping the ball 
  • Learn steps to building a plan to work when service expectations are not met.
  • Understand how to ‘fail gracefully'.

Join Stephanie Graves and the Webinar Wednesday Team on This Special Recorded Broadcast to Learn What to do When Service Goes Bad!

Stephanie Graves was a 2017 Insiders Choice Winner!
2016 Insiders' Choice Winner

Who should watch:
On Site Team Members, Regional Managers, Small Owners, Management Company Executives, Training Directors, Maintenance Technicians and Supervisors

About Stephanie Graves:

For over 15 years, Stephanie Graves has been sharing her talent with the multifamily industry. She tackles property marketing and operations while offering a wide spectrum of insight into multifamily world. She has spear headed training and employee development programs that have increased operational efficiencies for property management companies nationwide. Stephanie has a BA in marketing and is a frequent presenter for NAA, holds the CAPS and CAM designations and is a recognized NAA Education Faculty member. She is also the proud mother of a youngster, ‘smilin’ Rilynn, that you may recognize from her MF Insider blogs. MF Insider blogs.

Proudly Sponsored by
J Turner Research is the leading market research firm exclusively serving the multifamily industry. Our robust survey programs and fully integrated online reputation management platform offer customer insights and actionable data to drive revenue. Our ORA™ score serves as the industry standard for measuring a property/company's online reputation.
Proudly Sponsored by
Now in its fourth decade, Yardi® offers a complete real estate management solution with the Yardi Voyager® platform. Stacked with the Yardi Multifamily Suite™, Yardi Marketing Suite™ and Yardi Orion™ Business Intelligence, it includes marketing, operations, accounting and ancillary processes and services with portfolio-wide business intelligence and platform-wide mobility.

* Each registration is good for one attendee OR one on-site team. If you would like multiple attendees, group viewing events, or other needs, please contact us.


Comments for this event:
Georgetown Park says
Useful information for us to follow up on
Lake James says
so far my favorite
Jay Ruffin says
I really appreciated the honest and direct manner in which you suggested dealing with resident failures.
Diann Shatzer says
Post a comment ...
Quisia Green says
Very detailed
Westbrook says
Stephanie was very knowledgeable and enthusiastic
Angie Ward says
I loved the webinar!
Chris Swanson says
Very inforamtive and great ideas on how to provide better service
Rebecca Williford says
I loved the content of this webinar! Interesting and useful.
Susan Porter says
LOVED the presenter - thoughtful topic points, organized, real world examples
Janice Szymanski says
I love that you took real comments and dove into them. We've had some really difficult ones this year because we've had lots of car break ins. Besides that our community runs so smoothly and is clean, new, etc. so when we get difficult comments, they stand out SO much to us.

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