Treating your customers right
She’s too busy… has a lot of meetings, there is no fixed schedule…no we don’t make any appointments for the manager. These are some tit-bits of the conversation a friend of mine had with his apartment office when he and his roommate went to talk about renewing the lease for 6 months instead of the standard 1 year and wanted to talk to the apartment manager.
The receptionist talked all about how this year they are doing no short term renewals, new policies are in place and they are very “strict” about them, the manager is making no exceptions whatsoever. Then came suggestions like renew for a year but sublease when you need to leave (so make it your problem not ours), switch to another small apartment in the same complex but with almost the same rent (we still make money but you adjust to the new cramped living conditions). Btw, this is happening the third time after 1 phone conversation and 1 personal meeting with the apartment office. They have been explained that being students who don’t own vehicles, finding a new apartment close to grocery stores, bus stops and other basic amenities is so difficult and time consuming. I guess hence the mentality that the customer really needs us so why bend and solve a problem..let them figure out. Additionally they have been in the apartment for 1 year already.
Btw, this is happening the third time after 1 phone conversation and 1 personal meeting with the apartment office. They have been explained that being students who don’t own vehicles, finding a new apartment close to grocery stores, bus stops and other basic amenities is so difficult and time consuming. I guess hence the mentality that the customer really needs us so why bend and solve a problem..let them figure out. Additionally they have been in the apartment for 1 year already.
Persistence paid as the customers said no matter what they want to meet the manager. She did not meet them but the receptionist talked to her and these guys got a 6 month lease renewal approval.
It’s a pity that for new customers the managers are ready to show apartments anytime, sign and finalize leases but when existing customers come with issues everyone seems to run away and leaves the customer to deal with on their own. Suddenly receptionists turn from welcoming and polite staff to mere policy translators. How many more case studies and market researches do they need to know that treating existing customers well is equally, if not more, important and thats what will keep your business running better.
