Friday, February 17, 2006

Equity Customer Service PSF 2/8/06

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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Thursday, February 16, 2006

PSF Blogg 2/8/06

I have the following individuals who have agreed to be the coordinator
for the following:
Property Guide= Traci and Shelli
Hiring Coordinator= Rosanna and Stephanie
Education Coordinator= Rosanna and Stephanie
Business Networking= Misty
Community Involvement/Charity Battles= Traci, Julia and Lori
Masterminds Quarterly Contest= Kathy and Delora
Employee Commitments/Functions/Quarterly Mtgs= Traci and Wendy
Secret service deeds= Property specific
Brand Crusaders= Mike on weekly conf call
Spot light of uncompromising service acts= submit to Stephanie for
Newsletter
Brand Day= Rotating Friday's. Dress down in Brand tee-shirt (provided
by Wendy and Kathy) and jeans.
Equity Brand= Mike to incorporate into Benefit Orientation class
Section of RMPI to require employees to recite the Mission= Mike submit
idea to Bruce; in the meantime x-tra credit point= 2pts
All correspondence to include "Equity Residential: America's choice for
apartment living"

Rosanna Thomas
Administrative Assistant
Portland Area Office
(503) 641-1268 x21
Fax (503) 641-1372
E-mail: rthomas@eqrworld.com

Equity Residential: "America's Choice for Apartment Living by being
uncompromising in delivering on our commitments to our customers,
employees and shareholders."

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Our Firm Our Brand PSF 2/8/06 Wendy and Kathy

Our Firm
Our Brand
2/8/06
Wendy Allen
Kathy Morris

*Know It
*Incorporate our company's brand in ALL training classes,
especially "New Hire Orientation" & "Customer Service" (this power point
presentation could be used)
*Add a section in the RMPI that would require all employees to
recite the "Mission"
*Every team meeting agenda would include the Brand- "10 Ways To
Be A Winner" and "Mission" to be recited. Additionally, team members
would be asked to give examples of how they provided "uncompromising
service" the previous week.

*Believe It
*Train on-site employee's in solving site-to-corporate level
complaints (i.e. The PAO would send out a blast of any real time
complaints. Employees would then share their ideas of how they would
fix or prevent the issue from happening again by using the theme of
"Uncompromising Service", they would send in their ideas.) Rewards
would be given for top ideas.
*All correspondences to include our brand: "America's Choice for
Apartment Living" (e-mail signatures, resident letters, etc)
*Incorporating our brand philosophy to the employee evaluation
and set goals accordingly.

*Do It
*"Secret Service": Employees would be asked to participate in a
month long program where they would provide "uncompromising service" to
team mates without them knowing!
*All managers would create contests or games that could be
played during team meetings (i.e. Equity Survivor, EQR Monopoly, etc)
*Play the "10 Ways To Be A Winner" Memory game or the Customer
Service game, also during team meetings.

*Live It
*Recognize a "Brand Crusader" of the month (Manager would submit
to RM weekly examples of employees providing "uncompromising service";
this process is already being done in Mike's weekly conference call to
managers. The RM would chose a winner.
*A section in the "Portland Rocks Newsletter" would be
designated to spot-light individual or teams that exemplify providing
"Uncompromising Service"
*A day of the month would be designated "Brand Day" in which all
employees would be "living the brand" literally by getting to wear a
"Brand tee-shirt" and jeans (casual day; alternating Friday's). This
would be an opportunity to tell our customers why we feel we provide
"Uncompromising Service".

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The Work The Legacy PSF 2/8/06 Julia and Misty

The Work & The Legacy
Julia Riccetti-Maihack
Misty Johnston
2/8/06

*Webster defines "Work" & "Legacy" as:
*Work= The effort of doing or making; labor. Occupation trade,
etc. Task or duty
*Legacy= Something handed down to one at will
*Tom Peters, who wrote "The PSF is Everything" defines legacy as: Did
you matter? Did you make a difference? Are people/situations better
off because you were around?
*What we hope to achieve:
*Going beyond just the paycheck
*Engagement
*Happy, healthy employees
*Sense of synergy
*Desire to share "The Legacy"
*TO MAKE A DENT IN THE EQUITY UNIVERSE!!!
*Let's go beyond just that...
*To make a difference in our people- their lives, both personal
and professional
*As pioneers (Us, Managers), we must champion the cause...
*LET'S BEGIN!!
*Ask yourself: How to make The Work & The Legacy
*Each person must find his or her personal significance:
*Talent (natural gifts and strengths)
*Passion (those things that naturally energize, excite,
motivate and inspire you)
*Need (what the world needs enough to pay you for)
*Conscience (that small voice within, that ensures you
of what is right and that prompts you to actually do it)
*These things when fueled sparks your voice, your
calling!
*WHAT FUELS YOU?
*How will you leave a Legacy?
*What are your highest values? (Family, work)
*What vision do you have for your life/work? (where do you see
yourself in 10, 20+ years?)
*What kinds of service would you like to give to your community,
church, neighborhood, others in need?
*How important is your health? What about your mind? Your
growth? How important is that to you?
*How important is your work?
*What are your true talents?
*Where does your passion lie?
*How will you truly make a difference in your work?
*WHAT WILL YOUR LEGACY BE?
*What will be our approach to leaving a legacy?
*How do we get our people jazzed?
*Be a virus... inspire!
*IT STARTS WITH US
*How do we get started...?
*Community involvement
*Charity work
*Business networking
*Masterminds
*Employee Commitments
*Employee functions
*Quarterly meetings
*Community Involvement
*Charity work on a quarterly basis
*Create a committee that decides most useful charities
*A different charity event for each quarter
*Employees have the opportunity to choose what they are most
passionate about
*Charity Battles (measure success on number of people and monies
raised per property)
*Create t-shirts for activities/events
*Makes our Equity Mark/Brand
*What is the Impact?
*Getting employees involved in activities where we are able to
interact with one another
*Contributing to a good cause
*See recognition in EQR magazine
*Use of our paid volunteer/charity days
*Creating a sense of family
*Healthy competition
*Feeling of accomplishment- not just as a professional, but as a
person
*Business Networking
*Becoming more engaged with businesses outside of Equity
*Metro Multi Family Housing
*IREM
*Local Chamber of Commerce
*Portland Business Alliance
*Appoint a "Chairperson"
*Coordinate different events on a monthly basis
*Send out e-mail reminders to properties
*What is the Impact?
*Educated in the local markets
*Share ideas with other local Management Companies
*Gaining more knowledge on what is/isn't working in our industry
*Building recognition for Equity in the local market place
*Masterminds
*Make it a contest with the Portland portfolio
*Reward on a quarterly basis
*Recognize in the Portland Rocks Newsletter
*BIG IDEAS
*Connect with Co-workers
*Make our mark with ideas outside the box
*Living out loud in the Equity world!!!
*What is the Impact?
*Getting involved
*Sharing best practices
*Connect with Co-workers
*Make our mark with ideas outside the box
*Truly delivering on our residents, employees, and shareholders
*Step out of the streamline
*Employee Commitments
*Employee Functions
*Holiday party
*Summer picnic
*Employee activities where family and friends are
involved- softball, Wally ball
*Community Activities
*Offer variety of classes on a monthly/bi-monthly basis
*Offer hip hop class for kids/adults
*Yoga class
*Stress relief course :o)
*T-shirts for activities
*Quarterly Meetings
*Associate Appreciation Luncheon
*Take the rest of the day off
*Luncheon as "Picnic in the Park" outing
*Allow families to attend after meeting
*Offer a variety of activities
*Baseball game
*Volleyball battle
*What is the Impact?
*Get to connect and know co-workers
*Get children and families involved
*Create a sense of community and family
*Sharing and caring
*Recognition

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Employee Experience Stephanie, Martin and Lori 2/8/06

The People and The Leadership
Lori Francoso
Martin Stoeckmann
Stephanie Ogan
PSF 2/8/06

Hiring Coordinator:
*Basic Purpose: Under the general supervision of the Regional Manager,
the hiring manager is responsible for overall screening of
applications/resumes. The hiring manager will use a variety of proven
screening strategies to fill job openings in a timely manner. These
duties include, but are not limited to, screening/interviewing
candidates, hosting job fairs, college/trade school recruiting, and
coaching/training managers on behavioral interviewing skills.
*Essential Functions:
*Researches, identifies, and establishes business relationships
with recruiting sources in local communities
*Coordinates and leads power panel interviews, job fairs at
properties, universities, trade schools, local city-sponsored events,
etc, with an emphasis on increasing Equity's diversity efforts.
*Telephone screens candidates for employment. Refers candidate
to properties and/or supervisors for interviews and follows up with
hiring manager on applicant status. Conducts interviews as needed.
*Scores skills assessments and communicates results to hiring
manager on timely basis.
*Provides effective and frequent communication to Regional
Manager, Human Resources, and Administrative Assistant.
*Manages internal transfer process for assigned geographic area.
*Conducts management training associated with the hiring and
selection process.
*Represents the Company in a professional manner at all times.
Consistently maintains a professional image and demeanor when dealing
with applicants, co-workers and the general public.
*Performs other duties as assigned.

Power Panel Interviewing Guidelines:
*Goal: To attract and retain the strongest sales leaders in a
competitive interview setting.
*Prior to the interview the "Hiring Coordinator" will conduct phone
interviews and set a group interview with the candidates.
*The Power Panel Interview will be conducted by the "Hiring Coordinator"
and the Property Manager needing the new employee. The "Hiring
Coordinator" will lead the interview with interactive questions with
intent to let leaders shine.
*Show Portland Rocks Video while candidates fill out applications and
put on name tags.
*Do team building exercise.
*The questions can be both directed to individuals and to the group.
*These questions will incorporate the "10 Ways To Be A Winner"
Behavioral questions.
*The Property Manager will keep notes and ask questions if they feel
necessary.
*After the Power Panel Interview the Property Manager will select the
candidate's) they want to have a one-on-one interview with.

Administrative Coordinator- Educational Services:
*Basic Purpose: Under general supervision, the Administrative
Coordinator coordinates and manages the educational needs of the
Portland employee base. Assists with drafting of communication
materials and reports. Acts as a liaison between National Educational
Services Team, ESL's and Training Specialists and acts a s National
Education Services Liaison.
*Essential Functions:
*Provides general administrative support to the Education
Services of PNW and works closely with property managers to facilitate
meeting the training requirements of staff.
*Responsible for compiling and prioritizing needed classes for
all employees at the site level in Portland.
*Automatically enrolls employees based on need and seniority.
*Updates transcript database on a quarterly basis, managers to
provide student transcript upon request, records will be kept at PAO.
*Will submit proposed class schedules 60 days in advance to
managers and Educational services in Tukwila. Will work to ensure
schedules do not interfere with property operations.
*Classes not required for a specific position will be available
only if all employees with requirements for that class have completed
it. Scheduling will be based on seniority and needs first.
*Performs other duties as necessary.

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Resident Experience Team Presentation 2/8/06 Delora, Shelli and Traci

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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Gene Warren Country Gables Shop talk idea

From Gene Warren--Country Gables Beaverton, Or.
Defrost drain tubes frequently freeze shut on some refrigerator
models.We have G.E.
TBX14SMEL/SPBL, and have a regular service request issue with this.
Defrosting with a carefully used Wagner heat paint strip gun can work.
An alternate solution. 1. Chip out and remove ice.
2.Apply a small amount of deicer around foam air duct till it can be
removed easily.
(We stock these)
3.Remove shield and augur ice from drain with a long blade micro
screwdriver, as far as possible. This drain is plastic and pretty tough,
but we try to be careful.
4.Add a small amont of deicer to drain opening and add hot water to
trough.
5.If the water cools fast, a second application can be made.
This usually opens the drain in 5/10 minutes, sometimes faster.
When the drain opens the tube can be flushed with fresh water.(Altho it
is plastic).
Removable plastic evaporation trays can be removed and dumped.Galvinized
trays that are permanently installed can be wiped out.
We are using the latter method at the moment, in many cases it is
faster.

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Mishell Villalobos Centerpointe Apartments Mastermind idea

I had sent out a masterminds idea the week they rolled the program out
last year. I just got my spiffy hat for being one of the first 100 ideas
submitted. I wanted to let you know the basic idea I sent to keep track
it seems they are a little behind the times. I have enclosed my PAR or
Preliminary Account Review. Along with my pre-walk notices I attach and
send this document to let people know the answers to questions they most
often ask and then sometimes call and ask again. This also helps to
collect things like final water and sewer or small balances before move
out to be counted as income instead of bad debt after move out. This has
created a lot of ease with people calling to find out what their final
balance is and cut's the time spent on answering these questions over
the phone. It has proven to be very affective considering how much info
is on this sheet. We rarely have left over w/s amounts and if so very
minimal. It's been a great tool of mine for years and is a wealth of
info for the resident.
Mishell Villalobos
Centerpointe Apartments

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