Excellent customer service is vital when it comes to operating a successful association management company. Why? Because our customers are ultimately the people who are keeping the business going, if they are not content then business will suffer. Customers are natural word-of-mouth marketers.
Supporting customers goes beyond having an email or phone number with people on the other end to respond. It is a mentality of how we want customers to experience our customer-centric product and services. We always want to ensure that we are guiding our customers every step of the way. Therefore, we want to make sure that all our interactions are always polite and cordial.
Creating an amazing customer experience is imperative to fostering an excellent reputation. Here are some steps that can help increase customer satisfaction.
Be Clear with Rules
If there is something you want your residents to know, be sure to lay it out for them. Have a handbook available for everyone to access so they can reference it at all times. We do a great job of that here at Leland Management being able to provide all needed documents to the customers through what we call a resident portal. If you are straightforward from the beginning, there will be less chance for confusion, and less confusion means happier customers.
Ensure Effective Communication with your Customer
It’s important your customers feel that if they need you, you are easy to reach and communicate with. Always respond to any outreach in a reasonable amount of time (preferably as soon as possible), no matter how big or small the concern. The response time should be within a few hours on a normal basis and if you know that it is taking longer to respond, you should make sure your customers are aware. Show your customers that you keep them in mind by letting them know when you’ll be out of town. Often customers need contact information for how to reach you in case of an emergency. At Leland, we ensure that we can be reached in normal business hours as well as have an emergency 24/7 hotline. We answer on average 5000+ calls per month and about 2500 emails and voicemails reach our resident support line.
Spend Time Building Relationships.
Treat all of your customers as you would like to be treated. Having a congenial business relationship with every customer is an integral part of successful association management. Be firm and fair, and don’t compromise on your responsibilities for the sake of avoiding unpleasantness. If you’re attentive, responsible and congenial in your customer relations, you’re set to build lasting relationships that will be valuable. Leland Management has been in business for over 20 years; building of relationships with all of our communities, treating all residents equally and fairly.
When it comes down to it, the best way to keep your customer satisfied is by maintaining a sense of order and organization. At Leland, we strive always offer the highest quality customer service to all of the board members and residents we serve. We are continuously reviewing our standard and training so that we are able to develop our customer service program to be the best in the industry.