aaae anms presentation c darby

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?!