The Fine ART of Taking a Service Request

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Perhaps the single most important factor in resident retention is the on-site professional’s response to a resident’s request for “service”. Most often, that request is one for maintenance . . . maintenance in the resident’s apartment home. The attitude of the staff in handling a service request, the response time, and the manner in which the work is done will significantly impact the resident’ s decision to refer their friends to the community, renew their lease, and even pay their rent promptly.

Whether the request comes through your online resident portal or in person from a visit to the office, this is a moment of truth! Will the resident experience the excellent service that was promised on your website and in the initial leasing presentation?

Do it right and you make a customer for life…or at least for a few years.

• The service request “opportunity”
• Making each service request a powerful retention event.
• FEP Service…Memorable Service
• Accepting a service request…in person, on the phone, and online.
• Follow up on a maintenance request.
• The Service Promise

Your ongoing maintenance program is the foundation of your resident service and retention efforts. Start here and all other services and activities will ring true!

Presented by:

Rick Ellis

Note: The time listed for the webinar is Central time.

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