Mar
28
Every apartment community has its own unique personality. In fact, it is very likely that the one you are working at right now will fall into one of the following three personality categories: 1. Hell on Wheels: A difficult, demanding, back-breaking, problematic community. 2. Easy-Going: An average, occasional challenge, mostly pleasant community. 3. Push Button: […]
Mar
25
Employees need some freedom and resources to do what’s right for customers. They need to be able to make fast decisions that have a positive impact on a customer’s experience. Too often customers hear, “That is our company policy…”, “I can’t…”, or “You’ll need to speak to a manager.” What all these employees are really […]
Mar
20
Let’s turn our attention to customer experience for a bit. We all think we know our residents pretty well, right? I mean, we have demographic reports with credit scores, salary info, and marital status, so what else could we possibly want to know about our residents? A lot! You can’t create a great customer experience by only looking […]
Mar
14
When we mistake a high-performing employee for a high-potential one we are making a costly error in management and are risking the loss of real talent. Yet, we are all guilty at some point of doing this because it’s an easy mistake to make. We look out into our ocean of employees and can quickly […]
Mar
07
Most of us are very focused on building our reputation, which is good, but are we also focused on building character and accountability? Are we making those important changes to truly improve our customer experience? Are we owning our mistakes even when we don’t want to? The question of accountability is an important one to […]