aaae anms presentation c darby
TRANSCRIPT
Resolving Homeowner Conflicts
San Diego International Airport San Diego International Airport
October 5, 2009Catherine Darby,
Program Coordinator
Overview• Follow the vision and mission of company• Know the scope of work• Focus on Majority not Minority• How to handle the 10%
– Aligning expectations– Tips on handling complaints– How to say “no” – Daily coordination and customer service– We happy homeowners
What is your Company’s Vision/Mission?
The mission of the Quieter Home Program is to deliver an innovative program, making homes around the San Diego International Airport quieter through high-quality construction and cutting-edge products. Our Departmental Team values “teamwork”, respecting and treating others with dignity and respect. We believe in creating and maintaining a friendly and fun environment.
“Knowing where you're going is all you need to get there.”
Frederick (Carl) Frieseke
What is the Scope of Work? Do you Understand it? Does your Customer?
• If you don’t understand scope, neither will the customer.• Very unique scope of work, how do we convey the message to
them?
Emphasize the Majority, Carefully Focus on Minority.
• Most of the homeowners enjoy the program
“Honey, I feel like I have won the lottery.”
• Carefully focus on the minority– Continual communication– Align expectations– Scope review– Site visits
How to Handle the Complaints
1. Listen with empathy, be calm and confident2. Listen past the emotion – what are the facts?3. Respond optimistically and with a reasonable
answer4. Repeat compliant back, give clear timeframe
for resolution5. Follow-up with homeowner, frequently
How to say no
• Balancing act• Homeowner is one “call” away from the media• Deliver with compassion, yet confidently• Maintain Program policies, don’t set precedents
we can’t maintain• Looking beyond each home, as a part of the
community
We Happy Homeowners!
Questions?!