Resource Center - Industry Articles
"CUSTOMER SERVICE 101" Part 2
by Douglas D. Chasick, CPM®, CAPS, CAS, Adv. RAM, CLP, SLE , October 9 2008
11. Always remember YOU ARE SELLING! Every conversation you have is a sales conversation. You are selling them to pay their rent, follow the rules, etc. The ultimate goal of all these sales conversations is you selling them on RENEWING THEIR LEASE.
12. Don't use the word "NO" with your customers. It is an immediate turn-off. If you have to refuse a request, offer an alternative. Example: "I'm sorry we can't allow you to have a Great Dane as a pet, and our pet GUIDELINES allow you a variety of other choices."
13. If you really don't know the answer to a question, SAY SO! Give the customer a definite date and time you will get back to them.
14. Too many of us tell other people what THEY "have to" do. THEY don't have to do ANYTHING! No, they don't even HAVE TO obey their lease. They can choose not to and accept the consequences. Let's remember to create an atmosphere of partnership with our residents and ENROLL (sell) them into doing what they need to do. If you show them the benefit they get by taking the action you suggest they will take action without being told they "have to."
15. Be PRECISE in your communication. Say what you mean and mean what you say. Let people know that they can depend on what you say. If you ask someone to "wait a minute", TIME IT!
16. There are very few things we "can't" do, yet we tell our customers (and staff and bosses) "I can't do that" all the time! Let's be honest and say "I WON'T do that" because that's what we really mean. And explain why we won't do it.
17. We have to stop hiding behind company policy. Effective customer service requires us to do the right thing, not to do things right! Sometimes, the right thing is NOT what policy says. People need to be empowered to do the right thing!
18. Always make a written record of the conversation. Your record should include the time and date of the conversation, who was there, what the problem was, what the action to be taken is, and by when it will be completed.
19. Practice active listening. Listen carefully and each time the customer makes a point, repeat it out loud in a lower voice. This will let the customer know you heard them, and also lower the volume of the conversation. Remember, you will need to empathize with the individual and show understanding.
dchasick@callsource.com
