Developmental psychologists tell us that a willingness to help strangers is a trait that most people show as young as eighteen months.
It’s an impulse to serve.
But to actually serve from this innate part of our being is to live in rarefied air.
Service Sucks Because We Are Comfortably Numb
We are numb to providing stellar customer service despite that we are born with a quality that calls us to serve. Name the excuse – I’ve likely heard them all. I’ve very likely used a couple myself.
Relentless Focus on the Customer
In 2015, Mills Properties has three core mantras, one of which is a Relentless Focus on the Customer or #rfc for short. We are going all out to make sure that customer has a story to tell. Moreover, that we give them the will and the way to tell it/share it.
Not for the reasons you might think. But rather because we look at it as therapy. Therapy that will get us back to our innate need to serve.
Your looking forward to serving in a mindful way Multifamily Maniac,
You’ve undoubtedly seen the “and one” in a basketball game. A player drives the lane, takes a hack and makes a hoop; the ref, the crowd, the coach and teammates scream – And, ONE!
And ONE for the Customer
I have an idea for you. The next time your service tech is unclogging a bathroom sink drain, make sure they take a quick glance at the counter top. Let’s suppose the resident is nearing the end of their toothpaste tube.
Sticking with our lead theme from above; service tech drives to complete the service request, takes a hack (read: notices the toothpaste is one squeeze past gone), makes a hoop by fixing the clogged sink (read: completes baseline service) and leaves a new tube behind with a handwritten note that reads; “Noticed you were running low on paste; thought we could save you some time.” “Hope your week rocks.” (read: And, ONE!)
Your looking for some And, One… stories in 2015 Multifamily Maniac,
Location, Location, Location – real estate types know this aphorism better than most. It’s the key to any good transaction. Always buy property with your exit strategy in mind and location for certain is part of that thought process. But don’t forget about the equally if not more important piece of the equation.
People People People
As Mills Properties journeys down the road of Scaling Up; we are becoming more and more aware of having the right people in the right positions doing the right things. Not unlike purchasing property with the end in mind; it’s critical to hire and train the right people. Also, with a distant time in mind.
Hire For Attitude
A number of years ago – too many to count – I had the awesome pleasure of working for Equity Residential Properties. A company and people I will forever hold in esteem. They have a real penchant for hiring right. Their mantra at the time, hire for attitude and train for skill, governed the overall sourcing and hiring process. It worked.
Hire For Character
But I think hiring for character is a much more powerful governor than attitude. While attitude covers a person’s way of behaving; I think it’s easily rocked and completely open to the winds of change. Not a bad thing; just a bit less stable for what I believe is a keystone to business success. Whereas character is a much deeper sense of self as governed by a solid moral center; it is less affected by the downsides of adversity and the upsides of awesomeness.
The keystone message: hire for character, train for character and coach out for lack of character.
Your looking forward to scaling up multifamily maniac,
Over the course of my career in the Multifamily space I have dealt with my fair share of complexity and adversity. Be it missing expectations, getting a property back on the rails or exercising triage during a fire. No matter the nature, there are a range of things than can and do happen when managing apartment communities. And in those times of adversity, there are a number of personalities that present themselves. And they each bring with them a level of complexity. Excepting one.
You have ‘the sky is falling group,’ known for its doom and gloom, scorched earth, the world if falling apart tomorrow propensities. This is the group that creates reports that track reports. When you think of stall points in a property management organization – this person holds the – I’m that guy/gal trophy high and proud. Complexity.
Next you have the ‘whoa, this is too much for me to handle so I do nothing group,’ know for its complete ill-regard for action. They see the problem so loud and clear that it stumps their ability to move. It’s very akin to the old deer in the headlights saying. Complexity.
Then you have the Stoics, know for their non-impulsive, simply observed, cut to the chase, mindful strategize propensity for reflection before action types. I love these people. They look at a situation – innately know what to do and they simply act. Never shaken by emotional whims; they simply see the solution, rally the players and work the underlying things that make up the larger picture and produce results. No Complexity here.
Your always looking forward to working with the Stoics Multifamily Maniac,
They’re here and will be the Center of your Universe for the next 25 years.
“We are the Aussies & Kiwis & Americans & Canadians. We are the Western Europeans & Japanese. We are the fastest-growing, th biggest, the wealthiest, the boldest, the most (yes) ambitious, the most experimental & exploratory, the most (self-) indulgent, the most difficult & demanding, the most service – & experience-obsessed, the most vigorous, the most health-conscious, the most female, the most profoundly important commercial market in the history of the world-and we will be the Center of your Universe for the next 25 years. We have arrived.” – Tom Peters
Sounds like a demographic that the Multifamily business is ready to serve!
Active adult or millennial? Who do you think of when you read the statement above? Don’t Google it. Just read it and think about it. Okay – and then Google it.
They’re here and they are ready for exceptional service. And those that serve them in the highest and best way will be handsomely rewarded.
What is your property management team doing to serve them?
How is your business going to change to capture your share of attention from this group?
Your thinking through the next 25 years Multifamily Maniac,