Insanely Great Year

Equity Customer Experience
Executive Summary
The goal of the customer service project is to increase the level and
quality of customer service that we (Equity) present towards our
customers. In doing this, we hope to increase the skill set and
awareness of our employees as a whole, provide standards, methods and
practices for customer service, as well as put customer service into the
hands of the customers by providing them with more information and
increased services and amenities. We must also remember that customers
include prospects and residents both past and present.
Equity Action Service
With Equity Action Service we can further help our employees have the
empowerment to help each and every customer better. Using the system
already set out in Equity Action Selling, we can begin to see that great
customer service never ends. We can also use the relationships that we
built during Action Selling to leverage ourselves and help keep people
from suffering from "Buyers Remorse." With this simple system, everybody
from the Groundskeeper to the Manager will have the confidence and the
know how to deliver "Wow" customer service every time. Through our
research we found that not a single person said that they have had a
"Wow" moment. How very sobering when we think of ourselves as a service
organization. With great offers like the Resident referrals, we fall
short of getting to that moment that will bring us more traffic through
referrals.
In summation, taking these ideas for better customer service we can take
our customer experiences to a whole new level. Equity as a company
already has some great customer experience programs going, but using
them as a platform we can leap farther toward the ultimate goal...when
people think service, they think of Equity Residential!
Property Information and Apartment Guide
The aim of the 'Property Information and Apartment Guide' book is to put
frequently sought after information in front of the customer in a format
that is easily digested. Currently, information is given to the customer
via their lease agreement and questions that are asked of the staff. The
book is designed to give a high level of information about the amenities
and policies of the property, a summary of their lease (which is
otherwise not an easy read), as well as additional information about
maintenance and Equity. This book, provided in each apartment, will not
only eliminate the need for the resident to have to comb through their
lease, or call/ come into the office to get answers to some basic
questions, it will also decrease the time the staff spends on answering
these requests freeing their time up for other issues.
One Minute Customer Service
It is no longer a mystery. We know what people want. Our research shows
that people want us to be 100% responsive, 100% percent of the time.
That is a big expectation on any day but especially tricky on those days
when the manager or supervisor is not immediately available to make
decisions or handle difficult situations. How many times do people get
put off till Monday or maybe even longer? The goal of One Minute
Customer Service is to have a plan, to be ready, to enable and empower
the person who is there, in the moment to deliver customer service that
will leave the prospect or the resident feeling validated and valued.
WOW!
Resident Relations Department
Leasing office employees are stretched thin between getting more
residents (new leases) and taking care of the residents we have. This
constraint is passed onto Equity customers as they either have to wait
to be helped or may not be given all the time that they want. The goal
of the Resident Relations Department is to ensure that there is equal
time spent on current residents as there is on future residents. This
includes priority resourcing amongst the leasing staff, as well as
increasing the services and amenities offered to our customer. This
increase will not only provide and increased satisfaction of our current
residents resulting in fewer complaints, but also provide excellent
selling points to future residents.
Team members: Traci Blevens, Delora Warren, Shelli Burnham, Greg Austin,
Ryan Wilson, Kollin Robbins, Kelligh Cummings

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// posted by Insanely Great Year @ 8:40 AM