Why is Customer Service an Important Part of Fair Housing?
Effective Communication
Your resident is speaking but are you truly listening? An effective communicator will listen intently. Listening intently requires that you are focused on what’s being said, not how you are going to reply. By doing this, not only do you get a better understanding of what’s needed, the resident will feel valued and understood.
Follow-up is another part of effective communication. Most issues raised by residents are seldom resolved in one visit or phone call. Ensure you continue communicating with your residents until the situation is resolved.
Effective communication can come easily when everyone involved is in a good place or state of mind, but it may be particularly challenging when emotions are running high. What can you do? The next aspect we will consider is imperative to handling these types of situations.
Respect While Being Disrespected
There is a saying that respect is a two-way street. We naturally want to be treated with the same dignity and respect we show our residents. Unfortunately, this may not always be the case.
A common situation we see is when a maintenance request has not been handled in a timely manner, at least as far as the resident is concerned. Remember that it is imperative that you always stay calm. Reassure your resident that they have been heard, and you will take appropriate action to try and find a resolution. Hopefully, by showing them respect and maintaining your patience, you can defuse the situation and create an environment that encourages the resident to do the same.
Part of effective communication and being respectful is having a thorough knowledge and training of your company’s policies and procedures. It stands to reason that in order to help your resident, you need to know how to answer their questions. The final part of this article will detail why this is important.
Knowing Your Policies and Procedures, so You Know How To Answer
Imagine you are the resident, and you need information. Would you be happy if the person behind the desk or on the grounds gave you a vague or confusing response? Probably not. Being well-versed in your company’s policies and procedures allows you to answer quickly and efficiently, which can go a long way if the person is already agitated. It can also help us avoid giving out misinformation.
To that point, every person who has contact with your residents should be trained in your policies and procedures so that the information disbursed is the same and will help you avoid a potential fair housing complaint or accusation of discrimination.
Property management companies face many different and challenging situations every day. Training and role-playing can help you develop the skills of effective communication, respect, and a thorough knowledge of policies and procedures, which in turn will help you deliver the exceptional customer experience you want to give.
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