CHECKLIST: TIPS FOR CREATING A CUSTOMER SEVICE EXPERIENCE

• Deliver packages to residents doors
• Offer a trash pick-up service
• Make your service visible
• Provide necessary management contact information and encourage residents to get in touch
• Respond to emails and phone calls immediately
• Conduct personal visits to answer questions or explain items
• Add personal touch to standard communication touch points
• Publish and distribute a monthly newsletter and include scheduled construction upcoming events, or other news at the property
• Ask for feedback via surveys or informal conversations
• Make it as easy as possible for residents to submit service request. Consider automating the service request process
• Respond to service requests or other feedback in a courteous and professional manner
• Follow-up on service requests to ensure issue resolution and resident satisfaction
• Make the time to take the time at the resident orientation/move in