Reduce Effort For Your Residents
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In this multi-tasking world, residents have more than enough on their plates. Living in your community should be an oasis, not a headache. In this session, learn 5 ways to reduce the effort your residents put into living in your community and watch your renewals take off!
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Reduce Effort For Your Residents
- 2. #insiteslive Stop trying to be amazing. Start trying to be HELPFUL! ~Jay Baer
- 3. #insiteslive What “removing effort” can look like. – The Chester Zoo, UK
- 4. #insiteslive 5POINTS TO BEING HELPFUL “Stop Trying to Delight Your Customers,” Matthew Dixon, Karen Freeman, and Nicholas Toman Harvard Business Review article
- 5. #insiteslive Point 1: DON’T DELIGHT CUSTOMERS, REDUCE THEIR EFFORT
- 7. #insiteslive Claim the problem • One POC throughout the entire process • Personally responsible for the issue - start to finish • Follow up with resident to ensure satisfaction
- 10. #insiteslive 2-Step Process 1. Better detail on notes left for residents 2. Personal call or email to resident to explain delay • Check in with resident during delay period • Call after completion to ensure satisfaction
- 13. #insiteslive Welcome Orientation • 2x per month • Meet the team • FAQs for move-in day • Lease signing/pay fees • View home (if ready)
- 14. #insiteslive Point 4: LEARN FROM UNHAPPY CUSTOMERS
- 16. #insiteslive Research-Review-Respond • Search community • Read what’s out there • Common themes? • Respond to online reviews • Show you care
- 17. #insiteslive Point 5: ACT DELIBERATELY ON THIS INSIGHT
- 19. #insiteslive Customer Service Re-Boot • Replace frilly services with core competencies • Demonstrate how living at your community makes a resident’s life easier
- 20. #insiteslive
- 21. #insiteslive WOULD YOU RATHER?Give repeat business simply because of great customer service or leave a company because your problem wasn’t solved easily?
- 22. #insiteslive OUTDAZZLE NO MORECustomers just want competent, dependable service
- 23. #insiteslive REDUCE TO INCREASEReducing effort increases customer loyalty – if a resident has to work too hard for anything, they’ll start looking for somewhere “easier” to live
Editor's Notes
- Highest rated aspects
- An example of what “removing effort” can look like. – The Chester Zoo, UK
- Claim the problem – provide the resident with a POC for the entire process. This is their go-to person. The POC is responsible for seeing the issue through to resolution, even if the actual work is carried out by another team member. The POC will also follow up with the resident to ensure he/she is satisfied.
- 2 step process – better detail needed on notes left for residents. Personal call or email to explain the delay and answer questions, if any. Check in w/ resident (hey, we haven’t forgotten about you – hang in there) Call after completion to ensure satisfaction and let them know delays are not the norm.
- Welcome orientation – held twice a month (ex: every other Wednesday). Upcoming move-ins can meet the team, sign lease/pay fees, view their apartment home (if ready) and are given an FAQ sheet of move-in do’s and don’ts (where to park, contact info for office, utilities, etc.). Orientation can be held group style if there are multiple move-ins, which also allows residents to meet each other
- Research-review-respond Search for your community online – read what’s being said about you Are there common themes? Good and bad Respond to online reviews – show you care
- Customer service reboot – now that you know it more about reducing effort than knock your socks off service, act on this new info Demonstrate how solid and capable your team is, what you do for residents on a daily basis that makes life worry-free and effortless
- Would you rather give repeat business simply because of great customer service or leave a company because their problem wasn’t solved easily?
- Gone are the days of trying to ‘out-dazzle’ competitors – customers just want competent, dependable service
- Reducing effort increases customer loyalty – if a resident has to work too hard for anything, they’ll start looking for somewhere “easier” to live