As I consult and coach business’ around the country I spend a
good deal of time reviewing what some of the gaps are to achieving satisfied
customers, reducing conflict and complaints,
saving time and ultimately growth
of the business.
During this process very often I review conversations in the
office between staff, how the phones are answered, how issues are resolved and
effectiveness negotiations undertaken.
One of the main gaps we find are some basic customer service
essentials that if worked on, can lead to minimised conflict, better
relationships and less time spent on resolving issues, and less
stress for us all.
It is important to constantly be developing our own customer
services skills as well as developing a greater awareness of how we are
perceived, and the effect that may have on our customers and the service they
receive, and the relationships we are trying to build. My top 5 skills for us
all to work on:
#1 Empathy
This might be the single most important skill to develop
however can be one of the hardest in property management as we become jaded
with frustrating clients, situations and get tired over time.
However the best property managers still practice empathy
after all those years, and when I say practice, I mean it. Empathy in property
management is not something that will always come naturally, we may have to
flick the switch and remind ourselves that each person, situation and problem
is unique, and relative to those involved.
How can you be more empathetic? Pick up every phone call
with a fresh head, open every new email with a fresh approach – take a moment
to think about what it might be like to be in the other person’s shoes before
responding with the automatic assumption that you know their side of the story
– “Be Kind to everyone, you never know what battle they may be fighting.”
#2 Patience
Another essential skill that requires work to be good at is
patience, something we constantly need to practice in this crazy property
management world. Practicing patience allows us to be present and allows the
space for the other person to talk.
Patience allows us to not just listen but really hear what
the person may be saying, or the message that is lying underneath - sometimes
the problem is not the problem. Too
often we are rushed to simply solve the problem without really listening to
what is going on – our reactions can be negatively effect the conversation and relationship.
How can you be more patient? Well
the obvious one is to take some deep breaths. But some other tactics include
practicing acceptance of what we cannot control, and that not everyone deals
with things the same way we do. “Patience is not the ability to wait, but how
you act while you’re waiting."
#3 Knowledge
Ultimately your customers rely on you for their knowledge of
your service and the legislation – our value lies in being the expert. Stay
informed enough to respond to most inquiries and know where to turn if the
questions become too detailed or technical for you to answer. But don’t be afraid to say “I don’t know”
either. Clients will appreciate the honesty and your efforts to find the right
answer – provided you get back to them when you say you will.
The industry and life in general is becoming more complex
though technology,
client expectations and needs, life situations, personalities – all having an
effect on the outcome of different situations. And it is constantly evolving,
therefore ongoing training and learning
is essential. If you think you know it all, then you’re already on a path to
failure.
Being up to date with legislative knowledge helps but will
not be enough to keep our business’ pushing into the future. Look for training
and education on customer service, communication, emotional intelligence, time
management, technology and more. “Everyone
you will ever meet knows at least one thing you don’t."
#4 Ownership
This skill comprises of a few components including
confidence, a strong work ethic, and a having thick skin. One of the most
common frustrations of a client is where the business or person will not seem
to take ownership of the issue, grasp it, resolve it, apologise, and doing
whatever it takes to keep the customer relationship going.
“The customer is always right...” right? The ability to
swallow ones pride and accept blame, responsibility or accountability is
crucial. Defensiveness and emotions must be removed and the primary focus must
be the customers happiness must be kept in mind.
For us this means that the we must have the confidence and
authority to take the issue by the reins and ensure an amicable outcome is
delivered. “Sometimes our most frustrated clients, can turn into our biggest raving
fans if we can take ownership of the situation.”
#5 Communication
Well this is the obvious one, but still one that we all do
still do need to work on. You need to know what the customer wants to be able
to meet their needs, which means having strong communication and questioning
skills to be able to determine this. Selecting the right enunciation, tone,
volume and language can make the difference between making the client feel
comfortable and important, rather than like a hindrance and disruption (a
common one we see as a gap from the receptionist in the office).
Communication works two ways and listening is an essential
communication skill to boost the customer service. Practicing good listing
includes removing distractions, committing your attention, confirming what was
said, removing judgment and preconception.
For us to improve here we need an awareness of how we talk
on the phone, write our emails, and speak to each other. Before we pick up the phone, actively chose
your mood, tone, and language. When you write an email, select the appropriate
grammar and read all emails before sending to review how your message may be
received from the other party.
“We have
two ears and one mouth so that we can listen twice as much as we speak”
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