Onsite Insites by SatisFacts Research 2014 - 3rd Quarter | Page 13

property 180 properly cleaned A/C units that will not
only cool better but have fewer condensation leaks,
carpet extractions, drywall repairs, and paint touch-ups!

Create the experience. You don’t have to be on any
particular type of a property to deliver great service. If
you know what the customer should experience from the
moment the phone rings, an email is received, a service
request is handled, it will be much easier to effectively
deliver that service. Avoid empty promises and make
good on everything.

Train, Train, Train. Have you ever met an Olympic

athlete that said they didn’t need training because they
have been doing it for a while? Me either. What I can say
with certainty is, people that train, win, and people that
don’t train, don’t. Every single highly rated company I
have seen in my career has a team that trains with
passion. It is really a simple concept, but too often it is
overlooked. It doesn’t matter where the training takes
place but every company that is above its peers provides
training consistently.

So where do I start? Start with knowing that every
company, every person, and every service delivered can
be improved and that you can make a change starting
now. Be stronger than any excuse and know that
everyone will benefit if you are deeply honest about
what improvements need to be made and act on them.
When you become the person or driving force of change
for the better, expect resistance at fi