What types of things does your office do to provide amazing customer service that sets you apart from the rest?

 

Answer the telephone!

Chris Finetto we get told this all the time by prospects. “You are the only ones that actually answer the phone or respond back to me.”

Chris Finetto great answer! It's the truth

Chris Finetto amen

Chris Finetto I get this so often I just laugh and say see it’s a sign

Personalized video throughout the renter journey

unlock the doors

Listening actively without interruption

Follow up....whether it be with prospects, after move in, or after service requests....people appreciate communication and bring able to talk to someone. It goes a long way for customer service.

Know them by name, remember their apt number without asking. Answer the phone!

Answer the phone. We get tons of compliments just for answering lol.

ME!!!

Establish rapport using the FORD technique

Genuine caring

Answering the phone is a big one because very few complexes do it according to not only prospects but tenants but I save each person as a contact in my phone (all the calls are forwarded to my cell phone during the day) and label them as “Complex 2 bed prospect name” or “complex apt # name” so when they call I can answer not only with their name but know who they are and/or what they are looking for. I’ve had some prospects that return 6 months later and they are like “wow, how did you know it was me?” I respond with “I thought you’d be a great resident so I saved your info, I’m glad you’re reaching out again” or “of course I know who you are resident name, you weren’t just a number when you moved in, you’re my resident and you matter!”

Cassie Larson -you go above and beyond. This is awesome

AI Leasing that ensures every lead receives an instant custom response and follows up with all leads both pre-Tour and post-tour. It’s amazing to see how conversions skyrocket simply due to better customer service! Respage has an excellent solution!

Knowing 90% of my owners’ dog’s names and keeping dog treats on the leasing desk (we’re a 210-unit, single-building property, so residents are always walking in/out right past the Leasing Office). I also find out prospects’ pet’s names and include “Please give _______ a scratch behind the ears for me!” in my tour thank-you e-mails. I feel like it shows I PERSONALLY care about my residents and they’re not just a rent payment on the 1st.

We answer the phone

You took the words right out of my mouth!