Everyone knows that keeping customers happy is an essential component to business success, but what if we were to take it a step further? What if your property management firm were to develop and implement a strategy that would not only satisfy customers, but wow them with each and every interaction? Imagine how much further you could go if you had an army of brand ambassadors that would happily sing your praises because of how well they were treated? Well, there is a way to achieve this level of customer experience. Here’s how.
Identify who they are
The key to making customers happy is understanding who they are and what they want and need. Keep in mind, this may differ depending on things like demographic (i.e. Baby Boomers vs. Millennials), so the ability to adapt your approach is a must. Ample time should be dedicated to researching and gaining a crystal clear image of what your customers want from you so you can cater specifically to those expectations.
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Step into their shoes
What better way to understand the experience your customers are having with your brand than to walk a mile in their shoes? From time to time, go through the same processes that your customers do, such as running reports or making a payment. Would you say the experience was stellar? If not, where can improvements be made? You have to know what your customers are going through in order to make their experience as positive as it can be.
Invite feedback
It’s not always easy to receive feedback, particularly if it’s negative. It’s important to remember, however, that constructive criticism is essential to ongoing improvement. How can you fix what’s not working if you don’t know about it? Ask every single customer you work with to provide feedback of their experience, then make any necessary changes to ensure a better experience for future interactions.
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Be a resource
Don’t just sell your property management services or market your available rental units. Become a valuable resource to every customer you serve. Offer suggestions, advice and guidance. Show them that you truly care about their needs and that you’re not just there to close the sale. When people feel valued and can gain benefit through engaging with you, you’ve hit the ball out of the park.
Don’t rush things
In property management, it seems we’re always trying to find ways to increase efficiency, but when it comes to customer service, those that are masters know you can’t rush things. As tempted as you may be to push the transaction through as quickly as possible, taking the extra time to ensure that your customer is truly satisfied can really make a difference in how they perceive their experience with your brand.
To be successful, your property management firm must find a way to achieve and maintain competitive edge. One of the most powerful and effective ways to do this is by creating a culture of exceptional customer experience. Simply put, if your clientele is pleased, not only are they more likely to stick with you, but they’re also more apt to share their positive experience with others, further bolstering your ongoing growth.
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Take your customer service to the next level! Get your free copy of the Property Manager’s Guide to Creating an Extraordinary Customer Experience.
