The road to Customer Loyalty can take many twists and turns. In a recent blog, I wrote about the importance of resident complaints. One of the key points I tried to convey was the importance of listening to the customer. Hearing and listening are two very different things—hearing just happens, listening leads to learning.
Keeping all of your residents happy is the goal of every property manager, but this realistically is impossible. Often residents end up going through negative experiences whether it is by mistakes made by employees, something wrong with their apartment or sometimes just bad management decisions—yours or someone else’s.