Thursday, October 28, 2010

Customer Service

I want to share this Apartment Leasing piece on Customer Service & Resident Retention I received from an associate at work; The Yarco Companies. He has used this to set guidelines for his Apartment on site managers.  Tell me what you think of it.


While some Apartment Property Management Companies discuss Lease Renewal programs such as free rent or installing ceiling fans, we believe focusing on customer service every day will result in satisfied apartment customers and residents deciding to stay when their lease rolls over.

Accordingly, let’s apply the following:

1. 24 Hour Work Order Completion: All work orders will be completed with in 24 hours. If not completed due to a need for replacement parts or calling a contractor, the resident will be notified. Prompt maintenance in the apartment homes is our mission.

2. Curb Appeal, Curb Appeal, Curb Appeal: We want our residents to feel proud when their friends or family visit their apartment homes. And when our residents arrive home themselves, our goal is for them to see a spotless property. Swept curbs, clean dumpster areas, clean hallways, and a property free of trash.

3. A Warm and Friendly Greeting: Everyone coming into the office, resident or guest, should be greeted in a warm and friendly manner. That includes a smile and a general feeling of appreciation from us. That includes individuals coming to view an apartment without an appointment. The message we want to send is that we are glad you are here. And, for individuals looking for an apartment, we want their visit to University Commons to be the friendliest of their day. Even though they may not choose us as their home for whatever reason, they will still believe we were the nicest.

Thanks for sharing this Bruce!!

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