chris parrish techniques to improve customer experience
Post on 18-Dec-2015
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Community Background
• 280 site community located in Raleigh, NC• 950+ residents • Over 70% homes have children• Over 80% of households with children have
income qualifying for free or reduced lunch• Over 400 kids in community – 360 (ages 5-18)
Responsiveness
• Good timing and paper trail• Dedicated staff to handle maintenance &
bilingual issues• Don’t expect all problems to come to you –
don’t be afraid to ask• Follow through and dedication to improve
Professionalism
• Teach & ensure all contact with community is professional in manner and meets standards
• Put yourself in residents shoes – treat all like you would want to be treated
• Enforce guidelines and standards in a fair and uniform manner
• Evictions – keep professional – not personal
Community Appearance
• Cornerstone of Customer Service – first and most lasting impression
• Litter patrol – pay for clean appearance• Pick up furniture, appliances, etc. – no
charge• RV parking – no junk vehicles• Patrol community – notices to clean up
yard, deck, etc.
Personal Touch
• Birthday cards• Balloons & stickers• Community events• Be out in the open – not always behind the
desk
What we do
• Boys & Girls Clubs summer program• Backyard Garden• Cooking Classes• Recreation Field• Fitness Classes• Walking Program• After-school programs• Bike Repair Shop
Lessons Learned
• Seek out partnerships with government, business and other non-profits
• Safeguard your valuable resource – your residents – captive community is key
• Stay active in partnership – the buck stops with you
• Network and advocate for your residents• Stay focused – don’t chase programs/funding
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