CUSTOMER SERVICE SKILLS
Build the Expectation of Great Service After Move-In By Starting With Your Potential Residents
Customer service is an integral part of the leasing presentation. Every prospect who visits your community is looking for the type of service they can expect after they move in. Make the first impression count and see improved leasing results.
In this section you can learn how proven performers are putting customer service first!
- Setting the Customer Service Tone
- Ellis Customer Service Index
- Relationship Leasing at Gables Residential
- Sales & Service Synonymous at Post
- Ritz Carlton Gold Standard Service
- Customer-Service Based Hiring
SETTING THE CUSTOMER SERVICE TONE
The leasing experience also defines the sort of long-term relationship you will have with this future resident. It is the initial stage of that never-ending wooing that we generally refer to as resident retention. We realize an aspect of customer service that is being included in many sales presentations is the anticipation of repeat buying or renewing of the lease. Many companies adhere to the concept that the renewal process starts at move-in.
- Read the full article The Leasing Presentation: Setting The Customer Service “Tone” for The Future Resident
CUSTOMER SERVICE INDEX
Ellis has isolated 10 Shopping Report questions that are related to customer service in order to measure service-oriented tendencies. These 10 questions are found in most written evaluations conducted by Ellis. The Index demonstrates the level of customer service the prospect feels they have experienced during their interaction with the Leasing Professional.
- Read the full article Customer Service Index
GABLES RESIDENTIAL ENGAGES IN RELATIONSHIP LEASING
Take a look at how one of our top-performing Ellis Benchmark participating companies views the role of customer service in the leasing presentation. Read how trust-building and rapport are an integrated part of selling the advantages of the community.
- Read the full article Relationship Leasing & Customer Service – A Match Made In Heaven!
SALES & SERVICE ARE SYNONYMOUS AT POST PROPERTIES
Another superior Ellis Benchmark participating company, Post Properties strives to create a unique experience with anyone who comes through the door. They encourage their Leasing Consultants to be “real and genuine” with each visitor to the office, prospect and resident alike.
- Read the full article Sales & Service are Synonymous in the “Post Experience”
THE HIGHEST STANDARDS IN CUSTOMER SERVICE
Due to the similarities between the hotel and apartment industries, we asked ourselves what we could learn from the hospitality industry. We only wanted to interview the very finest, and dozens of apartment companies have recognized in their training the epitome of exemplary customer service among US companies is the Ritz-Carlton Hotel Group. The Gold Standard Service offered by Ritz Carlton is in fact their sales process.
- Read the full article Ritz Carlton Gold Standard Service
HIRING PRACTICES COUNT
If you want to build a great customer-service oriented team, where should you begin? The best place to start is with the hiring process. Hear what top Ellis Benchmark performers have to say about finding the right fit for your onsite leasing team.
- Read the full article It Starts With the Right Team Member