10 Simple Steps for a Stellar Customer

Experience StrategyDoug Chasick

“The Apartment Doctor”

• Property Management and Accounting• Online Rent Collection (free)• Prospect / Guest Card Tracking• Vacancy Marketing• Websites• Online Applications & Leases• Resident Screening• Mobile Inspections

… So You Run A More Successful Business

Web-Based Property Management Software

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10 Simple Steps for a Stellar Customer Experience Strategy

Doug Chasick, CPM®, CAPS, CAS, Adv. RAM , CLP, SLEPresident, The Fair Housing Institute, Inc.

Polling Question #1

In 2018, I believe the most important competitive advantage I will need is:

•Offering the lowest monthly price in my market•Having a unified technology solution that is user-friendly for customers and employees • Lots of specials and concessions• Lots of amenities

It’s all about your customers

Wants/needs/desires

Polling Question #2

After location, what’s most important for my prospects is:

•Being able to take care of everything online• Face to face communication with the management staff•A sense of community and an active social environment with my neighbors• Feeling valued and taken care of

10. USP?

9. Measure or die

8. Treat problems, not symptoms

7.Choose

6. Fire worst customers now

5. Be user-friendly

4. Convenience is everything

3. Service vs price

2. It’s all about the

1. Authenticity WINS!

When things get tough

1. apologize2. empathize3. strategize

Polling Question #3I think the most important element of my 2018

management plan should be:

• Increased training and development for all on-site staff• Detailed and frequent measurement and analysis of KPIs• Reviewing and revising systems to ensure efficiency• Automating and putting online as many customer interactions as possible

Everyone!11/14/17Here

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