Sorry, I Can't Help You....Or Can I?

Your phone is ringing...

You: "Thank you for calling XYZ Apartments, this is So and So, how can I help you?"

Caller: "Do you accept Section 8?"

You: "No, I'm sorry, we do not."

Caller: "Ok, thank you."

You: "You're welcome."

Caller: "Bye."

You: "Good bye."


Sound familiar? I can say with pretty good certainty that we've all had a conversation just like this. It may have not been Section 8, maybe it was a restricted pet or a low price range. Every day you likely get calls from people who are looking for something that you don't have. But I'll tell you what....you DO have what they're looking for. They're looking for customer service, and that my friends, we all have (or should have). Providing exemplary customer service means going above and beyond to help out a customer. Situations like this are the perfect opportunity to put this into action. Make a list of things that people regularly call for but that you don't offer. Large or restricted pets, fireplaces, lower prices, Section 8 acceptance, washer/dryers, etc. Now do your homework and include on that list what neighboring communities offer those things. Then your conversation can go something like this.

You: "Thank you for calling XYZ Apartments, this is So and So, how can I help you?"

Caller: "Do you accept Section 8?"

You: "I'm so sorry, we do not, but I would love to help you find a community that does. Have you contacted ABC Apartments or 123 Apartments yet?"

Caller: "No, I haven't, thank you for the information."

You: "You're so welcome. I have their phone numbers handy if you'd like them."

Caller: "Wow, thank you so much, I'd really appreciate that."

You: "It's no problem at all. Do you have a pen ready?"

You get the point. :)

This tiny step that will take you all of 30 minutes will go a long way in helping to make someone's life easier. And maybe you don't have what they need now, but I guarantee they'll remember you if their circumstances change and they'll also be sure to mention you to their friends who are looking for an apartment.

Tackle every situation thinking "yes, I can help you" rather than "no, I can't" and you and your community will gain the positive reputation that you know you deserve. :)

Morgan Oney, CAM
www.getmoreleases.com
www.mynewsletterconnection.com