Developing a Crack Team without Cracking your Budget: Top Ten Tips via Multifamily Insiders

You can spend thousands of dollars and hours on marketing and advertising but one negative interaction will undo all that hard work.

The front-line team is the public face of your organization. If they are frustrated, harried, not knowledgeable, incompetent or rude you will alienate your customer (plus her circle of influence). Numerous retail studies have demonstrated that it is human nature to complain about our negative interactions while we rarely repeat positive ones. While we cannot completely eliminate negative interactions (or at the very least, a perception that a negative interaction has occurred), we can do our best to minimize them by effectively training our team.

We talk about the benefits of training but few want to foot the bill. In fact, throughout the past few years of economic stress, the training budgets of most companies have been whittled away. However, consider the cost of one lost resident—due to a negative showing for example—and you could easily justify the cost of a basic training program.

Read more...Feb 15 2012 Developing a Crack Team without Cracking your Budget: Top Ten Tips via Multifamily Insiders