For those of you current with lingo, you know that “RBF” means, well, it refers to someone whose natural facial expression sends a message that s/he is not a nice person. I mean, haven’t you met people who just naturally looked like they were having a bad day, every day? Yet when you talk to […]
I was working with a client not that long ago and jumped right in and took a few phone calls. Man, it must have been a full moon or something because I spoke with some crazy people that day. If you have worked onsite for any period of time, you know that the multifamily universe […]
I travel a lot for my business. It has gotten to the point where I can identify what restaurants I want to eat in and where they’re located in a particular airport. I have also found myself wandering the gates of airports looking for a restaurant that I cannot find, and then realizing that I […]
I visited a luxury apartment community and was greeted at the front desk by someone who had the look of a grumpy old cat on her face! I was hoping that when she opened her mouth the experience would be different. Nope. Still the grumpy cat! Unfortunately for this community this person is the FIRST thing […]
I wanted to share with you a story of a great customer service experience I recently had with a man named Bill Moore of Softcomm Industries. I am a member of Civil Air Patrol, and as a aircrew member trainee, I wanted to stop using the aviation headsets that are in our planes and used […]
I have to be honest with you, I am feeling rather uninspired with many of the leasing “professionals” in our industry lately. Over the past few months I have been doing work for and with a vendor company, which requires my being in touch with communities (and associates) all around the country…and the results have […]
Have you ever heard the statement, “Customer service would be easy if it weren’t for those customers?” Sometimes that is just too true, isn’t it? After all we know that sometimes customers: Don’t read the fine print Don’t think the rules apply to them Cause the problem then get mad at you for the problem […]
In 2004, during a season of change in my life, I decided to leave my job in the mortgage industry and had a major decision to make. I had a job offer from a large retail company, offering me a management position. But, after working in retail for over a decade, I didn’t really want […]
Some of my favorite things to read online are the things people say when they’re commenting on stories! I am always amazed at how ugly, mean-spirited and downright awful some people can be when they communicate behind a wall of anonymity provided by the computer. Here are some comments I found on a few sites: […]
You’ve probably heard the saying, “Success is NOT a destination…it’s the journey.” If I’m honest, for much of my life whenever I’ve heard someone say this I’ve thought … “If success is the journey, and I’m on the journey, why do I still feel so unsuccessful. Why can’t I pay my rent? Why haven’t I […]