Get Inside Their Head

When was the last time you personally visited a resident to solve, sort out or apologize for a mis-step? Do you think it matters to do face to face anymore when there are so many on-line vehicles?

We recently had to have a massive "rescaling" of one of properties water lines. In order to do it correctly and restore hot water and water pressure, we had to turn off the water for 48 hours and then trouble shoot clogged water lines. It was necessary and the end result was better water pressure and hot water...but it was a huge pain for the residents for 3-4 days.

We had the leasing agent for the properties go door to door with a $50 Gift Card and a sincere "Thank You for your patience!" We considered putting the cards and a note in the mail, but decided an in-person visit would be more effective.

We expected to be chewed out by about 50% of the tenants...but found that most were appreciative not only for the better water, but for the thoughtfulness of the gift card.

Rather than put out "fires" that appeared after the incident...we attempted to "fire-proof" the situation ahead of time.