Handling Complaints and Customer Service

Most times and the mindset is that a complaint is a problem and none of us want to deal with complaints if we can help it. But what if we looked at the complaints as a gift? I know there are some out there that will say what the hell! Well, it is different thinking and you turn that negative thinking into positive as we all love gifts. So why would we say that a complaint is a gift?
So, think about it, our customers are the tenants that we want to keep renting / leasing as they all pay the bills and are the very reason we are in business. So, if they are complaining that can tell us that we need to make changes in our product, service style, and or focus to meet the need of the customer and more than likely in a quick and inexpensive way. So, they are saving us money in the long run. Is this not a gift?
The biggest secret to success is Customer Service when a complaint is brought to you and you treat it as not a problem, but a gift your whole body language changes as does your tone of voice. Think about when you are brought a present by a spouse or friend! You are happy and every part of you shows it. Take that complaint the same way.
I believe that Customer Service is the key to success. I have seen properties that were way behind on amenities compared to other properties, but that had great customer service. I have seen properties that were (A) rated properties, but their customer service was very poor and so they had hi turnovers.
So, you want to step up your game, check out your customer service.

Nate- you are right on target. If our residents didn't have problems or maintenance issues, why would an owner pay for onsite staff? If there were no maintenance problems there'd be no maintenance team, and same goes with office staff. I could easily do most of my managers duties from home and run out to show an apt every now and then, but where does that leave my residents? A few years ago when the recession hit a competetor decided to do away with the onsite staff entirely. All maintenance calls went to an office in Ohio (we are in Va.)they would just contract a real estate co. to handle maintenance and to show the occasional apt. This also meant all prospects had to make an appointment. In 6 months their occupancy went from 96%-74%. The total lack of customer service killed them.
We all have that resident who you can never satisfy, that's just the nature of the beast; but our sole purpose for being in the positions we're in, is to provide outstanding customer sevice. It's how our communities make money, and how we get a pay check! Often times my residents call with a maintenance request and appoligize for having to bother us. The conversation often goes like this resident~I hate to call you with a problem but my smoke det is beeping, me~oh no we like those kinda problems, we can fix it easily, now if you said you flooded you whole apt that's a problem . This usually makes them laugh.
In addition I want to know if the resident has a complaint, this gives me the chance to fix it, and show we care. Many times we as an industry lose residents, that we could have easily saved if only we had known what they were unhappy about. When residents being in their rent checks we ALWAYS ask if there is anything we can do for them. They are handing over the largest part of their income to us, and it helps a little, I think, for them to feel like we aren't just taking their money and them for granted.