Your customer has changed, regardless of their demographic. Renters’ priorities, comfort levels, and opinions of what customer service looks like have all shifted. In our most recent session of Leasing From A to Zumper, Lisa Trosien explains why, in a novel economy, humanity becomes the killer app. Here are 5 key takeaways to help you level up your customer service.
1. Be fully present
Active listening is a great way to show your resident or prospect that you’re fully present. When we’re actively listening, we’re not checking our phones or Apple Watches; we’re listing, being patient, and creating value in the interaction. A few pointers include:
- Don’t talk over a prospect or resident
- Simply put: Pay attention
- Look at who is talking
- Ask questions and use mirroring to achieve the “Echo Effect”
- Follow their directions
- Visualize what they’re saying
2. Stay positive and maintain a friendly tone
With a mask, it’s super important to maintain a positive tone. How else will they be able to read you? Using excellent customer service phrases is just a little way to tweak your standard customer service answers and use positive communication. A few phrases include:
- “That’s a great question”
- “I understand completely”
- “We really appreciate your feedback”
3. Work to understand (not necessarily agree)
You don’t have to agree with everything your customer is saying. Work to empathize with where they’re coming from and try to understand their pain points. Especially with the pandemic, we all have this baggage on our shoulders, and sometimes we take it out on people. Work to empathize with your customer and know that you never have to agree with everything they’re saying.
4. Be Transparent, be fair, and be in it for the long term
If your customer comes to you with a problem that you can’t solve, be honest with them. Transparency creates trust in a relationship, and your relationship with your customer is no different. Lisa used the example of updating a resident whose pipe burst while he was on vacation. She called him every day, even when she didn’t have an update, just to let him know he was top of mind for her. Let your residents know you’re going to be there for them for the long haul in whatever way works for you.
5. Maintain your sense of humor
Whether it’s wearing a Chewbacca mask around your property or keeping Lightning McQueen cars and chicken little figurines on your desk, maintain your sense of humor to keep you grounded. Keep it light and keep it happy.
*Bonus*: Don’t forget to celebrate!
Find something to celebrate; give yourself and your staff reasons to have joy. A happier staff means happier prospects, and happier prospects means more leases. Happier prospects turn into happier residents, which means more renewals and higher occupancy rates.
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