Customer service can make or break a business. Join us as our expert panelists discuss:
- Using artificial intelligence the right way
- Manageable initiatives
- Creating a community
- How to deal with complaints
- Reputation management
Date: August 4, 2022 Length: 01:06:48
Topics and Questions Discussed
00:00:15 What is the SBOA?
00:02:00 Housekeeping & Introductions
00:09:40 What are some of the attributes of a good property manager?
00:13:55 Carol Mixon’s 5 questions to ask before an in-person interview
00:17:30 Setting the tone and clear expectations of what is important with company culture
00:21:00 Issues with employee theft
00:26:42 Has the pandemic caused management companies to hire anyone who walks in the door?
00:28:10 If you have to let a staff member go, do you try to keep that invisible to your tenants?
00:32:11 How have contact-less rentals affected levels of customer service and the perception of our quality?
00:34:57 Issues with homeless people renting units to live in
00:39:04 Define a clear escalation process to empower your staff to deal with difficult customers
00:40:57 Do you allow 24-hour access to your properties?
00:44:04 How do you train your staff on new technology/automation?
00:50:00 Performance reviews protocol
00:54:15 What about using mystery shoppers?
00:58:45 One thing you can do to improve customer service at your facility
01:04:49 Closing comments and upcoming events
Owner & President
SkilCheck Services, Inc.
Absolute Storage Management
The Jenkins Organization