OOPS! Our Mistake is Your Gift!
These six words printed on a beautiful card a friend of mine received from a stationery company when they messed up her custom order. Along with the card, she received two free packages of monogramed stationery and a discount on her original order.
As well intentioned as we often are in business, we all make mistakes. We underestimate, over analyze, forget, fall short, under plan, and fail. And no matter how hard we try, there’s always one time, some time, when we miss the target and get it all wrong with the customer or resident.
In order to right the wrong, we must jump into service recovery mode—especially if we want to be successful property managers.
Read more...Resident Retention Tips: 3 Steps to Successful Service Recovery | Property Management Insider
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