Is our customer limited to our residents and prospects? No, it isn't... Our customers are anyone we come in contact with. Our team members, our corporate office personnel, our vendors, or anyone else we come into contact with on a daily basis. I have seen many people make the mistake of thinking superior customer service is limited to the service we give our residents - forgetting that superior customer service should actually reach ALL of our customers and not just limited to our rent paying customers.
Some people will ask, "how in the world is a vendor OUR customer, when in fact WE are THEIR customer!" How much does a vacant apartment cost us if a resident moves? It's thousands of dollars - some estimates are roughly $4k in expenses if a resident decides to not renew their lease and decides to move. Between vacancy loss, turnkey costs, marketing costs, etc. So think about it - our vendors are out there with friends and family that know what industry they work in - who are they referring people to when they get asked what communities they recommend? You got it - they are referring people to the communities that treat them like a part of the team. Same goes with your team members - and yes, you would "think" that your team members would ALWAYS refer clients to your community. You'd be surprised though... Treat your property accountant nasty - and rest assured they are sending their referrals to the communities that don't.
So always have your superior customer service hat on...because the person in front of you IS your customer.
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