Insanely Great Year

Resident Action:
Shelli Burnham
2/8/06
*9 Acts of Action Service
*Implementation

*Why Action Service/How it can help you
*This guide will help your interactions with difficult customers
become easier and more productive
*The program will aid you to find the "Root problem" of the
customers so you are able to help them effectively
*Action Service will help you find customers "WOW" moment.
*Act 1
*Service Commitment Objective
*Learn something personal about a resident
*Don't wait until the resident is angry to give them WOW
service
*It is that touch of personal service that can and will
set Equity apart
*Be pro-active about crisis awareness; pre-preparation
*Act 2
*Leveraging your long term relationship
*Use your relationship with the resident to get to the
root problem
*Building a rapport with the customer will open the door
to other things
*Act 3
*Asking the "Best questions" to find the Root issue
*These questions are the key to successful customer
service
*Ask open ended and simple questions. This will allow
people to give you more information
*Guide the conversation
*Act 4
*Agree on the Service Expectation
*Coming to an agreement with a resident ensures the
resident that you have truly heard what they have to say and that you
have a solution in mind.
*Agreement helps to alleviate misunderstandings about
what was promised and what was delivered.
*Under Promise and Over Deliver
*Communication
*Keep your word
*Get as much in writing as possible
*Act 5
*Re-sell the Company (Equity)
*Remind residents about the different programs Equity
offers
*Go above and beyond
*Don't just settle a problem
*Act 6
*Re-sell the Product and Amenities
*Re-selling what the resident has already bought into
can help reinforce why they chose the property in the first place.
*The resident may not know that the community has a
particular amenity
*Utilize Equity's promise
*Showcase amenities
*Act 7
*Ask for the commitment for service
*Seal the deal! Gaining the commitment from the
resident that your solution is correct will leave you and the resident
feeling that the interaction was productive.
*Your chance to get the resident involved in the
solution and the resident will see how much you do for them.
*Acknowledge limitations/boundaries
*Compromise
*Agree to disagree
*Act 8
*Confirm the service expectation
*Confirming the service expectation will ensure that
both parties understand what the resident is expecting.
*Performing this act lets the resident know that you
care about them as a resident and a person with service expectations
that you can fill.
*Act 9
*Revisiting interaction
*Is there something that you could have done
differently?
*Is there something that you learned that can help you
in the future?
*Understand the resident's request
*Don't assume
*Implementation
*Equity Action Service Committee-- Planning training sessions
and 'Git-r-dun'

Property Information and Apartment Guide
Traci Blevans
2/8/06

*Problem/Opportunity Statement
*Currently, Equity spends more time than necessary answering
questions for residents that the residents could answer for themselves
if they had the information.
*This is currently sent through: High volumes of
calls/walk-ins for the same information, Lack of understanding by the
resident as to property features, use, rules, and lease terms.
*Impact: Residents have to call/come in to get the
information they need, or 'comb' through their lease (not a friendly
document), Leasing staff has to spend time providing the resident
information that they could already have.
*Opportunity: Provide Equity residents with the
information necessary to understand how to live properly at an Equity
property and enjoy the services and amenities offered at that property.
*Put the information in the residents hand, Let the
resident serve themselves
*Property Information and Apartment Guide Overview
*Overview Continued
*The property information and apartment guide will act as a self
service guide for resident questions while providing an additional
method to connect to our customers.
*We can and will answer the question before it is asked.
*5 sections
*Welcome Home: Makes an immediate connection with the
resident, welcoming them to their new home and provides a face with the
name of every staff member
*Important Information: Contains information about the
resident's lease, rent due dates, payment forms, and other policies.
Provides property maps and descriptions of things/places on the property
(i.e.. pool open from 10-8).
*Community Information: Provides the resident with a
list of all essential and nnon-essential goods and services within the
immediate area (grocery stores, fire dept., eateries)
*Maintenance Information: Provides numbers for on-hours
and after hours maintenance requests. Provides how-to section for
simple maintenance fixed (Stuck garbage disposal, reset circuit breaker,
other)
*Equity Information: Provides information about Equity
and its benefits and services.

One Minute Customer Service
Delora Warren
2/8/06

*Have a plan
*Training
*Have gift cards that could be solutions to issues that come up
frequently
*For Example: Grocery/Variety store card, movie rental,
day spa, home electronics, coffee, target, auto parts, car wash, and
fast food
*Residents want our attention 100% of the time
*Give tools/training to staff to better prepare for angry
customer
*Have a variety of gift cards to defuse certain complaints
*Empowerment
*Trust and empower your employees
*Teamwork
*Take a deep breath; EXHALE
*Tracking Resident gifts
*Gift card log
*Acknowledgement and release form

Resident Relations Department
Traci Blevans
2/8/06

*Mission/Goal
*Mission: Provide superior customer service by covering our
residents needs and expectations
*Goal: To have one person (department) dedicated for residents
concerns
*Resident Relations Overview
*No waiting: Dedicated employees primary focus is existing
residents
*Increased Service and Amenities: Resident activities,
Recognition of birthdays, Resident discounts, Borrowed/purchase items,
Concierge
*Streamlined help: Renewal procedures, other questions
*Impact to Operations
*Refocus of 1 employee's direction: 1 employee to work solely
with existing residents, ? How do we change our commission structure to
accommodate this employee who is getting fewer leases?
*Investment: Since approx. 1/3 of service provided is to
exisisting residents, no additional resources are needed
*Benefit: better customer connection

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// posted by Insanely Great Year @ 10:13 AM