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 […]
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 […]
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 […]
Apartmentalize, the National Apartment Association Education Conference is in our backyard this year, in San Diego from June 13-16, 2018. If you’re attending please look for me, I’ll be walking around (a lot!) and would love to connect with you and meet you in person. Second, I’d like to encourage you to attend an educational session […]
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 […]
I recently delivered the first keynote address (The Psychology of Customer Service) at the FOCUS Conference 2018 in Los Angeles, which was presented by Satisfacts Research and Apartment Ratings. As I looked out at the audience I was amazed at how many familiar faces I saw, from all around the country! I had people I […]
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 […]
Every time I drive on California’s infamous freeways, I am reminded that my life and well-being is often in the hands of the dude next to me who is shaving, the woman on the other side applying mascara, and the teenager behind me texting her “BFF”, sipping her very hot caramel frappuccino while steering her […]