For you children of the 80’s and 90’s you know the title of this post to be from the classic (well, depending on your version of classic) song “Ice, Ice Baby” from Vanilla Ice. If the hook of the song is stuck in your head now, like it is in mine, I’m sorry! So why […]
Did you parents (or a teacher, coach, relative etc.) ever tell you, “You’re better than that!” after doing something that you shouldn’t have done? What were they telling you? Literally- your actions or words did not reflect who you really are! Isn’t why hearing, “You’re better than that!” hurt so much? Because you knew it […]
Have you heard the phrase “The Customer is Always Right”? Of course you have! We all have. Can I let you in on a secret … this phrase drives me crazy. The first reason why it drives me crazy is probably the more obvious one; sometimes customers are not right, but they use the belief […]
I’m writing this while sitting in seat 11D on an airline flight to Chicago. We just finished the beverage and snack service and the flight attendants have come through the cabin to pick up any service items we’d like to discard. As you can imagine this part of the in-flight service is NOT particularly sexy, […]
After working in some type of customer service profession for over 25 years and speaking and training thousands of people around the country on the subject for the past four years, I feel confident in saying this…. If you’re not really into helping people, or you know, “serving customers” then you need to “move on […]
My favorite soft drink is Coke Zero. It doesn’t have the bitterness of Diet Coke. To me it tastes very close to regular Coca-Cola without the calories. I now ask for it by name at restaurants-and am finding that many restaurants are offering it in addition to Diet Coke which makes me happy! Why am […]
When customers are complaining about something to you when the service is not what they expect; when they’ve been left in the dark about a request; when they’ve been treated poorly, you may find that they not only want to tell you about the problem, they want to fight with you about the problem. These […]
I am sitting in my hotel room after attending a networking party at Apartmentalize, the National Apartment Association Conference in San Diego. I met several new friends, some of whom worked for companies that are either entering the multifamily space, or are currently in the industry but branching out with new products and services that […]
Friends, I have been on a kick lately about asking why we do the things we do and why we don’t do the things we know we should do. For example, take a look at the video below. (Beware, it gets loud, so watch out if you’re watching in an office.) From what I could […]
Did you know that 60% of residents move out for reasons that are directly impacted by the community team? (Satisfacts) That’s right. 60%. So even though many of your vacating residents may be giving you reasons like, “moving out of the city” or “renting a home” or “needed three bedrooms” which seem like reasons you […]