So, your prospect runs into one of your customers and they strike up a conversation. Yikes, what now? Well, It is the Moment of Truth.
Are you ready for the answer? Have you done all you can do to nurture and create Customer Evangelists
? WATCHING FROM A FAR
As I wandered around one of our apartment communities on Saturday, I saw a young couple come walking up to one of our vacant Mini Models on our GO SOLO
tour route. I was in a second floor unit, and had an excellent vantage point to "Watch First Hand" at one couples' reaction to the GO SOLO self-touring process. With their Starbucks coffees and their GO SOLO sheet in hand, they quickly and easily found the Mini Model with the Gold Key. Twenty minutes later, I wondered what are they doing, but then out they marched.WILL THEY RECOMMEND YOU TO THEIR FRIENDS
Being in the vacant apartment that long seemed like a good thing to me, they must be thinking about furniture placement and how they may live in their new space. At least that is what I hoped was happening. What happened next was also fascinating to watch, as out walked one of our residents, and the touring couple struck up a conversation. They talked for another ten minutes or so. I wonder what they were saying? Are you ready when Your Prospect talks with Your Customer?
They are, be it in person or on line. And whats more, your prospect believes something they read on a rating site far more than your marketing program. A FAVORABLE OUTCOME
To our delight, we rented this couple a new place they will call home. Our resident had favorable comments, which also delights us. To have witnessed this was interesting because the outcome could have gone either way. When the stage is turned over to your customers, and they have a choice, they can either sell for you, because they believe in you and your Brand
and they have had favorable experiences, or not.
We too have a choice; We can Choose to Enhance the Customers Experience
or ignore them. Most marketing plans are aimed at new customers. Most businesses give lip service to retaining customers but their actions and behavior are inconsistent with customer service.
Make a difference by Enhancing the Customers Experience
. You should be doing that anyway, but if you are not, start today.
March 21, 2009
Eric Brown has (30) years in the Multi-Family Apartment Business having built and developed over 17,000 apartment units, both market rate, luxury and tax credit apartments. Having started Urbane Apartments in 2003 after leaving a lengthy stint as a Senior Vice President at Village Green Companies, a national apartment developer, Eric decided he wanted to create wealth, and set out from Corporate America on his own and created Urbane Apartments in Royal Oak, MI.