Onsite Insites by SatisFacts Research 2014 - 1st Quarter | Page 11
staffing or other emergency issues. What they won’t excuse is after
waiting longer that the problem has not been corrected effectively
or to their satisfaction expectations.
Gallup Poll studies have shown that customers were nine times
more likely to continue to be engaged when they evaluated the
service given as “courteous, willing, and helpful,” versus the
“speedy” evaluation, which only made customers six times more
likely stay or purchase again. Albeit speed to address a resident’s
problem is crucial, it is that expectation of consistency of quality
that really keeps your residents h appy.
Invest in your customer’s needs.
Customers want to feel like you care about their needs, and that
you’re emotionally invested in helping them solve their problems.
It’s a little easier to convey this message in a brick and mortar
setting, but online surveys can let your on line customers know
that you’re completely involved in meeting their expectations and
needing their valuable input.
Most people aren’t just looking for another place to stay; they’re
looking for a solution to their problems too. If you can solve their
issue and provide satisfaction, you’ll have a customer for life!
Customers expect the “little extras” at no extra charge. If you nickel
and dime them for every little thing, they’ll quickly decide that
you’re only interested in taking their money. By adding value to the
product at no additional cost to your customer, you could find your
competitive edge and increase your customer base.
Finally, who wants to spend their hard‐earned money with
someone who doesn’t appreciate their business? Make sure that
you offer special promotions, perks, or gifts to your long term
customers. Show them you appreciate their continued support and
investment in your property and to your company.
If you can give your customer what they want, your success will be
as simple as saying, “thank you” for being a valued customer.
Be your customer’s ASSET:
• A‐Apartment
• S‐Service
• S‐Satisfaction
• E‐Eliminates
• T‐Turnover!
2014: Your Best Is Yet to Come!
About our Featured Expert
Jackie Ramstedt is a nationally renowned
Motivational Keynote Speaker, National Trainer,
Operations Consultant, and Performance Coach who
has more than 29 years experience in the multi‐
housing industry.
She is a “requested repeat” presenter speaking to
thousands of industry professionals annually on a
national level for the National Apartment
Association, Multifamily Pro Annual Brainstorming
Events, the Institute of Real Estate Management
(IREM), National Affordable Housing conferences,
and numerous state and local Associations, including
various management and investment companies
throughout the United States and Canada.
Jackie has earned her CAM and CAPS designations
back to back as well as her CAS (Certified Apartment
Supplier) designation. Jackie was awarded the “first
ever” Faculty Member of the Year from her local
Austin Apartment Association, where she has served
on the Board of Directors and as the Education
Committee Chair.
Jackie’s is an accomplished author and her articles
have been featured in numerous national industry
publications.
Her energetic and enthusiastic speaking style makes
her seminars fun and exciting with a “down to earth”
approach to education. Jackie’s “real world solutions
for real world challenges” focuses on empowering
others to reach their full professional and personal
performance potential through “balance” in their lives
while reminding us of the important role continuing
education plays in the success of our career.
FOLLOW JACKIE