Successful property management begins when residents, prospects and fellow team members are treated R.I.T.E.
RESPECT & Dignity
INTEREST & Empathy
THOUGHTFULNESS & Kindness
ENTHUSIASM & Eagerness to please!
Wednesday, November 18, 2015
Stop, Stand, Smile and Greet
Ok, so we were taking over the management of an apartment community in a couple of weeks. The current
apartment owner and property management company were gracious enough to let us
go onto the community early. I was assigned to go take a look.
As I drove onto the
community grounds I was pleased with the appearance. There was a little
trash blowing in the breeze, but the shrubs were trimmed and the flower beds
were weed-free. I didn't notice any junk cars and the dumpster areas were
clean. I remember thinking, “Not bad, not bad”. I parked and walked
inside. It was a little after 9:00 AM so I assumed everyone had a chance
to get their bearings and start their day.
The clubhouse/ office area was beautifully decorated.
There was soft music playing and it smelled of sugar cookies. I
could see two nicely dressed ladies visiting just inside an office door to my
right. As I walked closer I could hear they were having a personal
conversation. As I approached the leasing area the two ladies stopped
talking for a moment and they both turned my direction and looked at me and
then, in unison, turned back to finish their conversation with saying a single
word to me! WOW! Are you kidding me right now?! They have no
idea who I am! I could be a prospect! Or I could be the person who
may have some control over their future employment! Whatever the
situation, that action was unacceptable.
When someone walks into the apartment leasing office you stop, stand,
smile and greet!
They were at least already standing.
Let’s think for a moment if I was a rental
prospect looking for their new apartment home. Odds are they would not
have the same perception that I had. The general public or in our case
rental prospects and residents do not expect anything more than mediocre
what they expect.
That has become the norm.
That is very sad.
What if this was a Treat’em R.I.T.E community? The situation
would be different. As I walked into the community club/office area the
two ladies would hear the door and agree to stop their conversation. One
would return to her desk and the other would walk in my direction with renewed
energy and a cheerful smiling face and greet me with, “Hi, how are you this
Sales, marketing, and customer service for the Multi-Family industry. I have been leasing apartments for over 30 years; yea I started when I was 12! (You know I'm joking right?) I have learned to appreciate the power of treating residents and prospects with good customer service. So much so, I'm going to "run" with it! I Love my family and hanging out with friends. My favorite thing is to take a cruise with them all!