For Your Residents

part1

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Stop trying to be amazing. Start trying to be HELPFUL! ~Jay Baer

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What “removing effort” can look like. – The Chester Zoo, UK

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5 POINTS TO BEING HELPFUL

“Stop Trying to Delight Your Customers,” Matthew Dixon, Karen Freeman, and Nicholas TomanHarvard Business Review article

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Point 1:

DON’T DELIGHT CUSTOMERS, REDUCE THEIR EFFORT

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EVERYDAY ISSUES

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Claim the problem• One POC throughout the

entire process• Personally responsible for

the issue - start to finish• Follow up with resident to

ensure satisfaction

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Point 2:

CONSIDER FUTURE PROBLEMS

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SERVICE DELAYS

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2-Step Process1. Better detail on notes left

for residents2. Personal call or email to

resident to explain delay

• Check in with resident during delay period

• Call after completion to ensure satisfaction

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Point 3:

CONNECT EMOTIONALLY WITH CUSTOMERS

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MOVE-INS

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Welcome Orientation• 2x per month• Meet the team• FAQs for move-in day• Lease signing/pay fees• View home (if ready)

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Point 4:

LEARN FROM UNHAPPY CUSTOMERS

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WELCOME FEEDBACK

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Research-Review-Respond• Search community• Read what’s out there• Common themes?• Respond to online

reviews• Show you care

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Point 5:

ACT DELIBERATELY ON THIS INSIGHT

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NEW APPROACH

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Customer Service Re-Boot• Replace frilly services

with core competencies• Demonstrate how living

at your community makes a resident’s life easier

KEY TAKE-A-WAYS #insiteslive

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WOULD YOU RATHER?Give repeat business simply because of great customer service or leave a company because your problem wasn’t solved easily?

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OUTDAZZLE NO MORECustomers just want competent, dependable service

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REDUCE TO INCREASEReducing effort increases customer loyalty – if a resident has to work too hard for anything, they’ll start looking for somewhere “easier” to live

THANK YOU!

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