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