Close the Loop and Gain a Raving Fan

A manager in one of my seminars asked me to share an easy, low cost tip that would turn their existing customers (their office tower tenants) into raving fans. In response, I walked her and her property management team through these two scenarios; in both cases a tenant calls a property manager about a plumbing issue that has put their washroom out of service.

First case: The property manager books a plumber who then fixes the problem. End of story.

Second case: The property manager books a plumber. Plumber fixes problem and promptly texts property manager: repair completed. Property manager then phones the tenant advising her the washrooms are back in service. Tenant emails her coworkers: washrooms are back up and running.

Consider the difference in customer perception by merely reporting back when something is done. In the first case customers may be waiting all day; not realizing the washrooms are repaired. Second case, when the customer is informed when the works complete, they’re more likely to think, “Wow, that was fast. These folks are really on top of things!” Plus, the service provider has made the customer look like a hero to her colleagues. The service providers didn’t work harder or faster. They just reported back promptly. Takes seconds. Costs nothing. So, how are you and your team members when it comes to closing the customer communication loop?