Blog

Four Ways to Bring Proactive Customer Service to Life

The other day a friend told me, “I spend all my time reacting and putting out fires. I don’t have time to be proactive.” Who doesn’t understand that feeling? The shift to a more proactive approach to customer service doesn’t have to mean sweeping changes. Just a few tweaks can net great results. Consider these […]

“You’re Already A Customer, So You Don’t Count”

If your top priority is to attract new residents… read this. I was the only customer at a car rental agency the other day, yet no one would help me. They were too busy answering the phones. I finally gave up and called them. When the service rep realized that the person on the other […]

“That Happened Before I Got Here”

What do you do when you inherit a mess? “Well, I inherited a real mess here.” That’s the response I got to the How’s-it-going? greeting I gave a new property manager at a well-established managed community. She continued, “Property management before me left under suspicious circumstances. The one before her developed contentious relationships with the board, […]