Building Customer Satisfaction & Loyalty

Transcription

1 Building Customer Satisfaction & Loyalty Brunetta Harris Moderator Cindy Sheridan Lincoln Military Housing Tom Adams Winn Residential Military Housing June 15-18, 2016 Moscone Convention Center San Francisco June Moscone Convention Center San Francisco

2 Building Customer Satisfaction & Loyalty June 15-18, 2016 Moscone Convention Center San Francisco One Call at a Time Cindy Sheridan, National Service Director June Moscone Convention Center San Francisco

3 National Call Center Survey Programs 1. Resident Satisfaction Surveys 2. SatisFacts Surveys 3. Water Intrusion Surveys June Moscone Convention Center San Francisco

4 National Call Center RSS Program LMH Service Enhancement Team LMH Mission Statement: To provide military families with exemplary service in a quality home environment. LMH Call Center Vision Statement: For every call, our team is committed to honoring our military families by greeting them with a caring and friendly smile, listening to them with an eager and steadfast ear, and communicating their needs with dependable efficiency and detail, which reflects our appreciation and pride. June Moscone Convention Center San Francisco

5 National Call Center RSS Program RSS Courtesy Call To educate our residents on the purpose of our Resident Satisfaction Survey. To inform residents of this upcoming opportunity to share their feedback. To provide residents immediate recourse to present to us any unresolved issues. To address any maintenance needs they haven t been able to report to us yet. To remind residents of our mission to provide exemplary service in a quality home environment. June Moscone Convention Center San Francisco

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7 West Coast Surveys/East Coast Calls East Coast Surveys/West Coast Calls June Moscone Convention Center San Francisco

8 LMH Call Center RSS Kick Off! June Moscone Convention Center San Francisco

9 RSS Call Tracking 1 st method: Excel Workbook for order of start and end dates then track number of call attempts and outcomes for each community

10 RSS Call Tracking 2 nd method: Yardi Call Tracking reports detail and summary for each resident call attempts and outcomes June Moscone Convention Center San Francisco

11 With Resident With Team

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13 Building Customer Satisfaction & Loyalty June 15-18, 2016 Moscone Convention Center San Francisco One Maintenance Service Order at a Time Thomas L. Adams, Vice President June Moscone Convention Center San Francisco

14 Customer Satisfaction is essential to All organizations Builds trust with your clients Generates positive word of mouth Improves Reputation Ensures customer demand Increases customer loyalty Property management teams must rely on customer satisfaction to continue to build positive working relationships with stakeholders, clients and tenants.

15 Satisfacts Surveys- National Company Awards Over 200 Property management Companies throughout the US are considered for National award recognition that are serviced by Satisfacts surveys. WinnCompanies has been awarded: 2012 Overall Superior - Score must be Overall Superior plus Top 5 recognition (#4 overall) -Score must be Overall Superior plus Top 5 recognition (#4 overall) - Score must be Overall Exceptional plus Top 5 recognition (#2 overall) score must be 4.5 or higher.

16 How does a property best manage the satisfaction of their maintenance operations? Incorporate a third party survey provider (for example: Satisfacts Surveys) Encourage residents to complete the surveys; more surveys leads to a more consistent overview of the services being provided. Dig into the feedback Follow up! Reward Great service and research trends

17 All Department Managers and Sr. Leadership staff receive the responses for Survey responses. Sr. Leadership follows up with the Urgent surveys that come in, all department managers follow up on ALL Surveys.

18 Trends by question identify successes and opportunities for improvement

19 Discuss during team meetings trending issues For Example: Bill supervises 20 technicians and hosts a Thursday Tech Huddle. He discusses new Safety policies and takes that time to discuss with his team top 10 satisfied surveys and goes through the bottom 10 survey responses. Items to focus on: Specific Comments provided by the customer Suggestions to improve overall operations Positive Feedback on areas that your operations does well. David The Hawaiian Plumber came out to our home and repaired a clogged drain. He was exceptionally kind, polite and extremely professional. I highly recommend him for all your plumbing issues.

20 Establish a Team Rewards Program for Great Customer Service

21 Establish a Team Rewards Program for Great Customer Service

22 Establish a Team Rewards Program for Great Customer Service

23 Rewards Program Acknowledge Positive Team Efforts and Individual accomplishments. Examples of venues: Company Breakfast/Luncheon Recognition Team Huddles Managers Meetings Reward Examples: Winning Team Spirit Stick (Team with the best Satisfaction rate keeps the Spirit Stick for the quarter) Team Lunch or Dinner with the Property Manager Gift Cards Certificate of Achievement in Service that exceeds the customer expectations! Get closer than ever to your customers. So close, in fact, that you tell them what they need well before they realize it themselves. - Steve Jobs

24 In closing Follow up! Call or your customer about the survey that they completed. Respond to specific customer concerns addressed in their surveys and let them know that you are addressing the issues. Thank the customer for their feedback (positive or negative). Customer will see that their time was well spent and that they have been heard. Will result in a more Satisfied Customer Service Experience. Remind customers how important the survey is and you welcome their feedback.

25 TOP TAKEAWAYS Educate all departments of survey program(s). Begin making out of the blue phone calls to residents as a way to check in to ensure all is going great. Host a Huddle with your team once a week for opportunities to share feedback they are hearing from residents. Include all departments when celebrating your successes and when brainstorming ideas to improve certain areas. Have a contest where employees can submit their ideas for a theme for your survey program.

26 TOP TAKEAWAYS If your property doesn t already have a survey program, we highly encouraged you to work towards establishing one. Reward your employees for the great work that they do, allow them to set the example and be competitive. Establish satisfaction goals to ensure your team know what they are trying to achieve. Share positive feedback and lessons learned from the residents responses received during team meetings, huddles, managers meetings, etc. F O L L O W U P!

27 THANK YOU 27 June Moscone Convention Center San Francisco