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The Russ Sandlin Group |
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Where people matter and results count! |
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This program is based on an instrument created specifically by Russ Sandlin for the multifamily industry. When completed by the participants, it creates a roadmap to becoming a customer service star. The program highlights new technology being used to maximize resident retention and increase resident service. Get your entire service team together and join Russ for an opportunity to exceed your resident’s expectations. |
Program Summary |
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Learning opportunities include 1. How to become a service leader 2. What is a visionary service leader 3. Emotional intelligence and service · Channels of communication · Defining resident’s needs · Creating repeat resident relationships · Exceeding your resident’s expectations 5. Transactional and transformation service 6. More powerful service using technology 7. Becoming a resident service star · Feel Positively Toward Residents · Encourage Resident Feedback · Respond to Resident’s Problems · Develop Repeat Resident Relationships · Seek to Exceed Customer Expectations |
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A resident service star is an expert in five specific areas of communication and service: Feel Positively Toward Residents Good Resident Service begins with a positive view of Residents. Encourage Resident Feedback You need to encourage Residents to provide you with both positive and negative feedback in order to effectively fulfill their needs. Encourage Resident Feedback You need to encourage Residents to provide you with both positive and negative feedback in order to effectively fulfill their needs. Develop Repeat Resident Relationships The greatest loss is when a Resident decides to move. Seek to Exceed Customer Expectations Our service philosophy is based on the idea of defining the Residents' needs and then going past that point to a level of excellence not found at any other community.
Leadership based service processes result in valued relationships in all faucets of your business experience. New technology allows the service technician to take solid control of the message between parties, including resident communications and successful management channeling. Sophisticated service tracking systems result in higher ticket completion ratios within the community. Electronic service ticket surveys help bring improvement to average service procedures that need improvement, leading to higher resident satisfaction. Leadership service uses advanced tools and reporting features to deliver higher resident retention ratios. |
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Are you a resident service star? |
