Category: Customer Feedback: Responding to the Voice of Your Customer

Working as a multifamily leasing professional involves a multitude of interactions each day in a full spectrum of situations. The unfortunate reality is that some of those situations can be difficult or unpleasant, but you can develop skills to identify and either avoid or effectively address them before they escalate. You can also turn those […]

Why You Should Encourage Your Customers to Complain When a customer complains, it gives you the opportunity to “make it right” and strengthen customer loyalty. Each customer’s unique personality will dictate how they react to a situation and how they choose to deal with a complaint. Below are five survey results that help to explain […]

“An objection is not a rejection; it is simply a request for more information.” – Bo Bennett The prospect is showing their interest by stating their objections to you. This also allows you to get to know your prospect better and uncover the real objection. You will get to the real objections by asking questions […]

Winning with people is at the heart of success. Whether or not you can resolve the angry resident’s issue the way they have asked or by company’s rules, you can leave the situation with trust and respect built on both sides. Below you will find high level and actionable tips especially when you are in […]

Difficult residents seem to come with the territory of running an apartment community, yet not many people talk about how to approach and create success with them. EPMS knows there are effective tools to help you listen to customers, respond to their feedback, and enhance the overall customer experience and we are eager to share […]

Feedback stings because there’s always a little but of truth in it. It might only reveal how others perceive us, but it is still their truth. With every truth, we have an opportunity to learn and improve and even turn an unhappy resident into a happy one. The real trick to turning a negative into […]

Having a positive online reputation is essential for any business, especially apartment communities. Prospects, competitors, and customers can easily research your community online to determine if you have a positive or negative reputation and then decide if they want to do business with you before you every have the opportunity to have a conversation. Just […]

In a perfect world, all of your customers are pleased with your community and their experience with your team and services. However, the reality is negative experiences happen and difficult customers exist. No matter how hard you try to prevent it! Leasing teams typically have the first opportunity to diffuse a negative experience. You all […]

You probably already figured this out, but you can’t opt out of an online reputation.  We’re learning that companies must take the initiative towards implementing an online reputation management strategy as early as possible. If you are a company that is hiding from the world of online reputation, you might find yourself in a risky […]

Receiving criticism is your chance to show off a rare skill; your ability to take negative feedback well. Believe me, it’s not easy. It takes years of practice and a lot of self-awareness. But you have an advantage. Because of the nature of our business, you get to practice receiving feedback almost daily. You get […]