The Importance of Customer Service and Adaptability in Residential Management

It wasn’t until I reached a certain age that I understood the value of experience—how aligning all five senses to create the most intoxicating environment could change the trajectory of a person's day or how a three-minute conversation in a perfectly designed space could influence a life-changing decision. Our residents want to make their homes a consistent source of inspiration and gratitude. Being a part of someone's journey in that capacity will always be rewarding. That being said, expectations shift annually in this industry. In some instances, the extent of our services and duties also evolves. How you approach customer service shouldn’t solely rely on your company’s policy and procedure manuals. It’s remembering that “how you’ve felt is how they could feel.” Acknowledging your own experiences will improve the experience for the customer.

To most, quality service is measured by stars, reviews, or even that warm fuzzy feeling when connecting with a customer. All are attainable with the correct personnel and strategy. However, making each customer's overall satisfaction your top priority will always have a positive impact. Such an approach can raise the bar for entire teams and shift the culture of the staff and residents in the right direction. They are making those stars, reviews, and warm fuzzy moments easily attainable in a manner that can feel secondary to your bottom line. Brand identity will always be the root of a company’s continuity, but true growth comes from ensuring your team understands the importance of their brands. That alone will provide them with the tools they need to propel their careers and the overall experience for the customer.

I like to think of buildings in residential management as living organisms. Change is the one variable that can deter its future, and if we are not prepared to adapt, it could jeopardize our overall goal. The foresight and bandwidth to keep these sanctuaries thriving come with time and dedication. This can require numerous man-hours of tweaking the aesthetic and altering logistics. All to ensure that the customer's five senses are bombarded by something truly unforgettable—a place where our customers feel seen, safe, and comfortable. Somewhere, they instantly reap the fruits of their labor and can exhale after a long day. A place called home.