Tuesday, January 24, 2017
OK, so creating a great customer experience is vital to any business. Managing and operating a profitable apartment community is no different. In property management, the customer is the resident, and it is the residents who make the community profitable. Whilst I understand the importance of reports, files and facilities, they are not a priority, and sometimes we may forget that. I understand their importance in multifamily management, but the most important priority is The People! Your residents, prospects, supply/service providers and the management team. Management teams need a structured plan to help keep them on track to provide exceptional customer experience.
Treat people R.I.T.E.!
Make it simple to remind each other to “Treat’em RITE!”
Respect people by giving them 100% of your attention. Do not keep them waiting, smile and treat them as if they were a VIP.
Showing Interest in people will demonstrate that you care who they are. Ask questions and listen carefully.
Show Thoughtfulness. Let them know that you care about their situations and be proactive by anticipating their needs and wants.
Enthusiasm is necessary to bring the Treat’em R.I.T.E. program to fruition. Show how enthused you are to provide your resident and prospects with great customer service!
Don’t you think we should Treat people R.I.T.E.??
Labels: Apartment Leasing Tips - Resident Retention, Apartment Management, Resident Retention, Treat'em R.I.T.E.
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!
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