The application procedure is to be ... - Service Coordination



Good customer service is not accidental, but rather the result of sound business practices. A lot of time is spent talking about screening residents and marketing the property, but the job does not end when the resident has moved in. Management wants to keep residents happy so that they will stay.

Turnover is probably the most expensive operating cost for the property. A stable, long-term resident with good rental history is a known quality and a measurable asset. Providing excellent customer service is the critical difference in a property's success.

Poor customer service is expensive. Good customer service is invaluable. Managers must realize that customer service is both marketing, and a management tool that enhances marketing because it motivates residents to spread the good word about the property to others. It makes management easier when the staff is committed to satisfying the resident's needs, the results will be increased profits and productivity simply because all staff members are working to achieve the same goals.

1. Create a Service Oriented Culture

All staff members must be customer service oriented. Employees must realize, in some way they work for the residents and their job is to ensure the satisfaction of the resident.

2. Total Support

True success comes from total staff support. Good customer service and effective resident retention programs can be provided only by competent, qualified personnel. Your service is only as professional as the personnel who deliver it.

3. Employee Training

Train, train and then retrain your staff. Give them on the job training, company training, books, tapes, seminars, anything that will help them do their jobs better.

4. Get and Use Employee Ideas

The employees who have daily contact with applicants and residents know more about what they need, want, and expect. Get feedback from your staff. Listen carefully to their suggestions. Implement as many of their ideas as possible.

5. Ask Residents What They Want

Ask your residents what they want, what you can do for them and how you can do it better. Many creative service programs have been designed with ideas received from residents.

6. Be Fair and Consistent

Residents may not always like or agree with what you do for them, but as long as you treat each one fairly and consistently, they will respect you for it. Consistency enhances credibility and reliability which are essential for building loyalty and retaining residents.

Remember Fair Housing! ACE! (Accuracy, Consistency, and Equality)

7. Handle Residents Properly

Acknowledge the resident(s), listen carefully, and assure them you are doing everything possible to resolve their request. Thank them for bringing the problem(s) to your attention and apologize for any inconvenience(s) they may have experienced.

8. Effective Communication Is Critical to Success

Most problems between management and residents are the result of poor communication. Train your staff to develop effective communication skills:

▪ how to listen

▪ how to speak so others will listen

▪ how to understand others before trying to be understood

▪ how to receive and give constructive feedback

▪ how to develop rapport with residents

9. Make Residents Feel Important

The more important you make residents feel, the better they will feel about your staff and the property. Call them by name. Exchange pleasantries. Respond to their needs.

10. Accept Only Excellence

If you expect average performance and service, you will get average performance and service. Therefore, set your expectations high. Accept only excellent performance from your staff. Train your staff to achieve these levels of performance.

( GOOD ENOUGH SHOULD NEVER BE GOOD ENOUGH (

11. Know the Cost of Losing a Resident

All staff members should know the value of a resident, the cost of losing a resident, and the financial effect that a move-out can have on the property.

12. Inspect What You Expect

What gets inspected gets done. Measure the performance of your staff and the success of service programs. You will see an increase in performance levels, quality, and productivity. You will also ultimately see an increase in profits.

13. SMILE (

Smiling is important when servicing residents. Smiles will usually get a smile in return but smiles will not guarantee quality customer service. A natural smile makes the resident/prospect feel good.

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