Chris Parrish

Techniques to Improve Customer Experience

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)

Components of Stellar Service

• Responsiveness• Professionalism• Appearance• Personal Touch

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

Fishing Pond – Park area

Typical Streetscape

Nessie Foundation

www.nessiefoundation.org

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