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For Your Residents
part1
#insiteslive
Stop trying to be amazing. Start trying to be HELPFUL! ~Jay Baer
#insiteslive
What “removing effort” can look like. – The Chester Zoo, UK
#insiteslive
5 POINTS TO BEING HELPFUL
“Stop Trying to Delight Your Customers,” Matthew Dixon, Karen Freeman, and Nicholas TomanHarvard Business Review article
#insiteslive
Point 1:
DON’T DELIGHT CUSTOMERS, REDUCE THEIR EFFORT
#insiteslive
EVERYDAY ISSUES
#insiteslive
Claim the problem• One POC throughout the
entire process• Personally responsible for
the issue - start to finish• Follow up with resident to
ensure satisfaction
#insiteslive
Point 2:
CONSIDER FUTURE PROBLEMS
#insiteslive
SERVICE DELAYS
#insiteslive
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
#insiteslive
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
#insiteslive
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
#insiteslive
WOULD YOU RATHER?Give repeat business simply because of great customer service or leave a company because your problem wasn’t solved easily?
#insiteslive
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!
#insiteslive