“Any obstacle is an opportunity to gain strength and think differently.” Debasish Mridha, physician, philosopher, entrepreneur
Who among us hasn’t dreaded the notion of change? It’s easy to become comfortable in the monotony of our workdays, and yet this approach has little chance of providing our residents an exemplary living experience.
In our review of thousands of online reviews, one theme emerges time and time again: properties with consistently positive reputations have team members who perform the little extras for their residents. They view their jobs from the lens of the resident – which means different things for different people.
Thinking differently is a mindset that can be cultivated with strong customer-service training, effective recruitment of team members, and leading by example. It’s all about making a resident feel special and illustrating that you care for their well-being. Here are a couple examples from actual reviews.
Tip #1: Sometimes, a patient listener is all a resident needs.
“I’ve had some grievances that I took personally, that’s on me. However, (Name) in the leasing office did more in one phone call than she knows. Knowing my voice is heard and not falling on deaf ears feels amazing. Looking forward to many more lease renewals.”
The resident’s statement couldn’t be more salient: a single conversation can make such a difference in having a resident feel special and heard. Make sure your team is responsive to all inquiries and practices patience and understanding during those calls and visits.
Tip #2: Earn an online recommendation by providing an extra service to a former resident.
“I love (Name) that works at the reception desk! I recently moved out from …, and she was very kind in offering her help to take care of my mailbox until the new resident comes in in my former apartment. Thank you!!!”
A kind gesture, an understanding word, or taking care of the most mundane tasks can make a huge difference to a resident. They will remember these actions at lease renewal, perhaps even overlooking other areas of dissatisfaction.
As always, I welcome your comments and your tips that make a difference in the experience of your residents. Go out and serve your residents well today!
About The Extra Mile
The Extra Mile is an online column serving the multifamily industry that features tips and testimonials for providing exceptional service for your residents. Reputation management expert Priyanka Agarwal will share exemplary customer service examples from inside and outside the industry which can enhance a property’s reputation and, ultimately, encourage new leases, referrals, and renewals. For questions and/or comments, contact priyanka@jturnerresearch.com.