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.

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.

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.

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.

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.

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.