Customer Service and Resident Retention-Does it End at 5pm?

A very inspiring moment happened today while I was shopping. I am in line checking out and posting something on Twitter with my iPhone. (Please don’t think I am obsessed) The lady behind me asked me how I liked my iPhone. I told her how much I love it and was grateful that my wife bought it for me for our anniversary. She then said to me, “That’s good to hear, I work for AT&T”. We then had a real cool conversation about different phones coming out and app’s etc. I left the store thinking to myself that she did not need to do that, but it left an impression on that she made that effort.

That experience led to today’s blog post title. I doubt very much that what this lady did was required in the AT&T’s policy and procedure manual. I feel she did it because that was what she wanted to do and enjoys her work and wanted to make sure that the people who help her paycheck are happy to. Do you think that is a fair analogy? Resident retention for property management companies and customer service on the industry partner side is not a 9-5 job. If you love what you do and the people whom you serve mean something to you then it’s an all the time job. You will seek opportunities to make a difference as opposed to going through the motions of what your policy manual dictates. The human element makes the difference. The AT&T lady made a difference in my day. What do you do to make a difference for your residents or customers?

Written by Jonathan Saar

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Jolene Sopalski

Johnathan I know for me that keeping my reisdents happy is very important to my self, the community and my owners. I was just sitting down yesterday with our resident activities director and she mention they wanted to have the Thanksgiving dinner at night ( of course I’m thinking sure no problem my family would understand) and then she slipped in the residents would like to have a New Years Eve dance and of course I was like well let me see, the light in her eyes kined of fell so I found my self saying well if its okay with the property manager I’m sure we could figurer something out ( I latter told my husband about this and he just shook his head… I know he was thinking no all night WOW that night( Its a tradition in our house)…). The point is that a happy resident equals a happy customer who will promote the product to everyone! If you love what you do then promote it!

Jolene Sopalski
Assistant Manager
Finlay Management,LLC
http://www.thetrainingfactor.com/ Jonathan Saar

Hi Jolene!! How is the new gig? I think you hit the nail on the end with loving what you do. That is a tough deal when it comes to the holidays for sure. Sounds like you have an energetic activities director which deserves a big high five because generally if there is no passion for what you do then that energy or lack of runs off on the community. Thanks for sharing your story and taking the time to comment.