Aaae Anms Presentation C Darby
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The document provides guidance for resolving conflicts with homeowners regarding noise reduction work being done around San Diego International Airport. It emphasizes understanding the scope of the work, focusing on satisfying the majority of homeowners while carefully addressing the minority with complaints, and maintaining clear communication and expectations throughout the process. Tips are given for handling complaints by listening empathetically and following up, as well as for saying "no" to requests in a compassionate yet confident manner consistent with program policies. The overall goal is ensuring most homeowners are happy with the work while preventing isolated issues from affecting the community or relationship with the airport.
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Aaae Anms Presentation C Darby
- 1. Resolving Homeowner Conflicts San Diego International Airport October 5, 2009 Catherine Darby, Program Coordinator
- 8. We Happy Homeowners!
- 9. Questions?!
Editor's Notes
- The mission of the Quieter Home Program is to deliver an innovative program, making homes around the San Diego International Airport quieter through high-quality construction and cutting-edge products. Our Departmental Team values “teamwork”, respecting and treating others with dignity and respect. We believe in creating and maintaining a friendly and fun environment. Well, our departmental environment operates largely this way, but today I’m here to talk about working with difficult homeowners…
- Our scope is very specific. We are a retrofit program and receive funding from the FAA, so we’re very specific about what we can or can’t do. Yes, we install sound attenuated products, no we don’t paint walls. We hold 5 mandatory meetings throughout the year to keep our homeowners informed about what is and is not included in our program, and to keep them up-to-date with the process. The first meeting is a general meeting for those homeowners that comprise a group (approximately 40-50); the remainder of the four meetings are all one-on-one so the homeowner is comfortable to ask any and all questions they may have. The program insulates homes that are non-historic, as well as historic on national and local levels, so we also work with historic boards to maintain the uniqueness of the historic homes. SK Notes: Know what it means to “Jump the frame” – interaction and education between you and CM, inspectors.
- Recently, one of my homeowners exclaimed: “Honey, I feel like I’ve won the lottery!” when she welcomed me into her home. That is the kind of response I’d like to get every day. By keeping in constant communication with your homeowners, you know what is going on with them. That knowledge helps you maintain a higher level of customer service. As a homeowner liaison for this PR program, it is my job to make sure: 1. The homeowner gives us access to the home to get the work done 2. The homeowner is satisfied by the end of the project If those homeowners are not satisfied along the process, I call them or stop by their home to discuss the problem. Quotes from surveys
- Again, as I am talking to these homeowners, I am keeping the vision and mission of the company in mind. Aligning expectations: I know what my scope of work says; they need to understand this thoroughly, so we can be on the same page. Tips on handling complaints: I remind myself to “listen with empathy,” what Marshall Rosenberg, author of Nonviolent Communication , recommends. Essentially, “listen with our whole being, and with an open mind.” This helps me determine which issues are emotional (for example: “I am mad! You didn’t answer your phone when I called!”) and the actual physical reason (why hasn’t the contractor come back to finish?; the A/C still doesn’t work.”) At times, it’s a balancing act of very CAREFULLY saying “no” to the homeowner. I have to keep in mind that a call to the local press is one person away. We work very hard to educate our homeowners during the entire process with newsletters, emails, and homeowner meetings. We provide each participating homeowner a binder to keep all pertinent correspondence and information. 5. So how do I handle challenging homeowners on a daily basis? I remember 3 main points: 1) Remain calm and empathetically get to the facts of the issue. 2) Respond optimistically with a reasonable answer. 3) Maintain confidence and assurance. To explain the first point in more detail: Remaining calm with agitated homeowners helps de-escalate the emotionality of the situation. Although they are feeling this now, they will not always feel this way. Empathizing is incredibly effective – to let the homeowner know I can understand their feelings and concerns. Empathy is listening with an open mind, identifying how they are feeling without placing any judgment on how they’re feeling. It is vital to let the homeowner have their whole say – listen attentively to everything they have to say, without formulating an answer until they are completely done. The second point: Respond optimistically with a reasonable answer. Don’t promise anything that can’t be done; otherwise it is guaranteed that the homeowner will call again disappointed and upset. I have a very good understanding of what we can or can’t do in our program, so sometimes, even when that answer is “No, I’m sorry – we are a retrofit program and can’t do any remodel work”, Being realistic with the homeowner actually feeds into the last point: The third point: Maintaining confidence and assurance: Knowing what the main issues are, having listened and empathized (“I understand,” then repeat back what you heard them say) and responding optimistically, helps maintain that level of confidence. I keep calling my homeowners to make sure all is well; I also make sure the rest of my team knows what is happening with my homeowners, my inspectors, or even my Construction Manager so we’re all on the same page. I document any conversations I have in our homeowner database, so that in case I’m not available, the rest of my Team can research previous conversations about an issue. SK Notes: “ call” to media can be a blog post, email, or tweet! or other social media outlets.
- Again, as I am talking to these homeowners, I am keeping the vision and mission of the company in mind. Aligning expectations: I know what my scope of work says; they need to understand this thoroughly, so we can be on the same page. Tips on handling complaints: I remind myself to “listen with empathy,” what Marshall Rosenberg, author of Nonviolent Communication , recommends. Essentially, “listen with our whole being, and with an open mind.” This helps me determine which issues are emotional (for example: “I am mad! You didn’t answer your phone when I called!”) and the actual physical reason (why hasn’t the contractor come back to finish?; the A/C still doesn’t work.”) At times, it’s a balancing act of very CAREFULLY saying “no” to the homeowner. I have to keep in mind that a call to the local press is one person away. We work very hard to educate our homeowners during the entire process with newsletters, emails, and homeowner meetings. We provide each participating homeowner a binder to keep all pertinent correspondence and information. 5. So how do I handle challenging homeowners on a daily basis? I remember 3 main points: 1) Remain calm and empathetically get to the facts of the issue. 2) Respond optimistically with a reasonable answer. 3) Maintain confidence and assurance. To explain the first point in more detail: Remaining calm with agitated homeowners helps de-escalate the emotionality of the situation. Although they are feeling this now, they will not always feel this way. Empathizing is incredibly effective – to let the homeowner know I can understand their feelings and concerns. Empathy is listening with an open mind, identifying how they are feeling without placing any judgment on how they’re feeling. It is vital to let the homeowner have their whole say – listen attentively to everything they have to say, without formulating an answer until they are completely done. The second point: Respond optimistically with a reasonable answer. Don’t promise anything that can’t be done; otherwise it is guaranteed that the homeowner will call again disappointed and upset. I have a very good understanding of what we can or can’t do in our program, so sometimes, even when that answer is “No, I’m sorry – we are a retrofit program and can’t do any remodel work”, Being realistic with the homeowner actually feeds into the last point: The third point: Maintaining confidence and assurance: Knowing what the main issues are, having listened and empathized (“I understand,” then repeat back what you heard them say) and responding optimistically, helps maintain that level of confidence. I keep calling my homeowners to make sure all is well; I also make sure the rest of my team knows what is happening with my homeowners, my inspectors, or even my Construction Manager so we’re all on the same page. I document any conversations I have in our homeowner database, so that in case I’m not available, the rest of my Team can research previous conversations about an issue. SK Notes: “ call” to media can be a blog post, email, or tweet! or other social media outlets.
- For me, professionally and personally, the happier the homeowner, the better. This Program does improve the quality of life for those living around our airport. At the end of construction, I visit the homeowner and ask them about their experience. I present them with a survey that they’re encouraged to fill out and return to us (we are now also offering this survey online on our website). The survey helps us find out how can we improve the Program. The completed surveys are reviewed by everyone in our department, and we share them with the contractors, if the surveys suggest improvements to their process. I also bring the product warranties to this last homeowner appointment and go through these with the homeowner, explaining who to call if future issues arise. Lastly, I present them with a Quieter Home Program tile, which some of our homeowners choose install on the front of their house. It is personally very satisfying to drive neighborhoods and view these tiles on the homes we’ve completed. As we still have our “10%” – the 10% of all the homeowners in our Program who, no matter what we say or do, will never be 100% satisfied. It’s important for my own sanity and sense of fulfillment to acknowledge that I’ve worked hard to resolve issues for them. Keeping this in mind helps me continue to treat everyone with the same respect and consideration that is so important, and that our Program is known for.
- For me, professionally and personally, the happier the homeowner, the better. This Program does improve the quality of life for those living around our airport. At the end of construction, I visit the homeowner and ask them about their experience. I present them with a survey that they’re encouraged to fill out and return to us (we are now also offering this survey online on our website). The survey helps us find out how can we improve the Program. The completed surveys are reviewed by everyone in our department, and we share them with the contractors, if the surveys suggest improvements to their process. I also bring the product warranties to this last homeowner appointment and go through these with the homeowner, explaining who to call if future issues arise. Lastly, I present them with a Quieter Home Program tile, which some of our homeowners choose install on the front of their house. It is personally very satisfying to drive neighborhoods and view these tiles on the homes we’ve completed. As we still have our “10%” – the 10% of all the homeowners in our Program who, no matter what we say or do, will never be 100% satisfied. It’s important for my own sanity and sense of fulfillment to acknowledge that I’ve worked hard to resolve issues for them. Keeping this in mind helps me continue to treat everyone with the same respect and consideration that is so important, and that our Program is known for.