JUMP - SHAKE - PERCOLATE

I wish everyone in the world had to go through Nordstrom customer service training.  The book, The Nordstrom Way, is appropriately named.  Their philosophy is and should be "THE WAY' everywhere.  It does not matter if you are in the shoe, clothing or accessories department, there is always someone eager to assist you.  Notice, I carefully selected the word assist, not sell.  They are so well trained, so polite and so helpful that you almost forget they are commissioned salespeople.  They greet you, they shake your hand, they introduce themselves and they check on you throughout your visit.  And my favorite part, after you buy something and they have it packaged, they step from behind the counter, thank you, shake your hand and give you your carefully wrapped purchases.  Ah, customer service at its finest.

Often in the apartment industry I think we forget that renting a new apartment home should be a pleasant experience, just like shopping at Nordstrom.  This begins from the minute they drive onto the property and walk through the Leasing Center door.

Have your team members been trained on "The Way"? 

So during that first drive in, the maintenance grounds personnel welcomes them with a wave and a smile as they drive by?  The maintenance technician fixing the clubhouse entry light wishes them a good morning before they enter?  And then, the "Prima Resistance", your office team immediately practicing JUMP - SHAKE - PERCOLATE?

No?  Well, maybe it is because they have never attended one of my trainings where I present the JUMP - SHAKE - PERCOLATE strategy.

JUMP - does your staff jump up from their seat, leave their desk and go to greet their future commission check at the door?  Or do they merely sit like and unmotivated bump on a log and ask how they can help? 

SHAKE -  upon greeting the customer, do they provide them with a nice firm professional handshake, welcoming them to their future new apartment home?  Or do they give them a limp wet noodle shake or no shake at all and directly move to the unwelcoming business at hand?

PERCOLATE - during this welcoming process, have they adjusted their attitude and presence to a level of excited sincere perkiness?  Or, have you hired employees absent of personality, somewhat asleep at the wheel of poor closing ratios?

This JUMP - SHAKE - PERCOLATE welcoming style sets an upbeat and positive beginning for the customer as well as the leasing consultant.  And besides, it is just good manners.  So everyone get out of your chairs, shake your wild thing and perk up the next customer that walks in the door.  Good manners leads to good commissions.

Reserved Parking for Those Who Don't Need It!

Reserved Parking for the Wealthy

I always find it interesting how the Maserati, Porsche, Mercedes Benz or BMW are always conveniently parked in the designated handicap parking or the fire lane, as I visit various business locations.  It is as though wealth has afforded them the right to break the law and park with complete disregard, for the elderly person in the walker or the firemen who need to rescue people from the blazing building. 

I remember a great scene from the movie Backdraft where an automobile was parked in front of a fire hydrant.  They busted out both the left and right windows and ran the fire hose through the car.  It was a great scene that made me roar with laughter.

Reserved Front Row Employee Parking

A few days ago I left home early needing to stop by Target on Biscayne Blvd., just north of Ives Dairy Rd. in North Miami Beach, Florida.  Interestingly enough, I arrived at 7:30 a.m., so had some time to kill.  I was amazed that the parking lot was so full 30 minutes prior to opening, yet without drivers occupying them.  As I sat in my car working on my email I noticed cars continuily arriving and parking in all of the front spots.  Oddly enough, as each car arrived, somone in khaki pants and a Target red shirt would get out and walk directly to the employee entrance.  Over the next 30 minutes all of the closest spots to the building entrance were consumed.  I then began to take notice of the parking area in front of Whole Foods and Best Buy, and the same situation was being repeated.

Do business owner's and manager's no longer respect their consumer?  Have leaders lost all concept of putting the customer first since they pay our wage?  To me, this is starting out the day with a negatively subconscious respect for the consumer.  Possibly, if we had to park 20 spaces away from the entrance and walk in the rain to get in the door, it would remind us of how important the customer is to the company's success and our continued employment.

Future Resident Parking for Lazy Employees and Vendors

Much like my frustration with "Reserved Parking for the Wealthy" and "Reserved Parking for the Lazy Employee", I am equally frustrated with apartment community owners, employees and vendors who utilize the "Reserved Future Resident" parking.  While often abused by all, including existing residents, I often find corporate vistors and vendors abuse it the most.  My mom had a saying, "The fish stinks from the head down", and oh how this holds true when being the role model for employees and residents alike.

As corporate representatives, employees and vendors of a community, we are paid to walk to the office.  In fact, we are actually soon to be paid by those very prospective residents that we are robbing of convienence.  And by the existing residents that we are setting the bad example for. 

So, check your parking situation daily and make sure that you, your employees, your vendors and your corporate visitors are not taking the reserved or best spots.  Leave them for the people you need the most, your future and existing residents.  They are your insurance for financial success and job stability...don't make them walk a mile to give you that priceless customer gift.