Today I encountered the difficulty of telling a resident that their service request was not considered an “emergency” therefore the on-call maintenance personal would not be called and their request would not be resolved until tomorrow.  As many can imagine, this is often not the answer a resident want to hear.  A great company policy my company Weidner has are “pickle cards”.  Pickle cards are gift cards given to residents thanking them for their patience and understanding as we acknowledge the inconvenience of service requests not always being able to be taken care of right away.  This is a great way to show the resident you care, after all this business is all about customer service.  “You start the renewal process on the day you meet them…” and every day of their residency!

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