Monthly Archives

September 2013

CUSTOMER LOYALTY: Teach Employees How to Handle Complaints

By | Customer Loyalty & Retention: Connecting with Your Customer | No Comments

In in previous blog, Go Ahead…Encourage Your Residents to Complain, I shared some examples of how encouraging resident complaints can improve their customer experience and increase customer loyalty.  While it is important that employees make it clear that they welcome complaints, all too often they are not given the tools they need to handle complaints effectively.

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Five Reasons Your Residents Are Loyal to You

By | Customer Loyalty & Retention: Connecting with Your Customer | No Comments

Instead of asking yourself the question, “Why are our residents not loyal?”, let’s see the glass half full.  Instead of focusing on all of the things that you might be doing wrong, let’s look at what you are doing right. When you identify a loyal resident, there is always a good reason behind their loyalty. Here are five reasons your residents are loyal to you.

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