Magazine article Journal of Property Management

Go beyond Good Service: Five Steps Bring Exceptional Customer Service to Your Business

Magazine article Journal of Property Management

Go beyond Good Service: Five Steps Bring Exceptional Customer Service to Your Business

Article excerpt

As I see it, property management is one of the purest service businesses out there. Superior service in any organization can be broken down into five basic steps: take the order, provide the service, review the order/recover, offer dessert and, finally, collect the check. How we provide these steps can mean the difference between average and superior service.

[ILLUSTRATION OMITTED]

Let's take a trip to a prominent restaurant. You enjoy it not only for the outstanding food, but for the wonderful service. The reason is the way the restaurant deploys each of the steps:

Take the order. When seated, the waiter immediately provides you with a menu and explains the specials. He knows his product and communicates it effectively.

Provide the service. As your dinner is served, the waiters (in this case, there is a waiter for each person served) present the plates in a synchronized fashion with a flourish. It is the little details, isn't it?

Review the order/recover. After you try your meal, the waiter asks if everything is satisfactory. Is something not quite right? The waiter has the authority to replace it or credit your check. Your choice. Recovery can mean the difference between success or failure with your customer. If you can't impress them now, you stand a good chance of losing them.

Offer dessert. I love it when the waiter brings a dessert tray, even though this extra part of the meal throws my tab up a notch.

Collect the check. The waiter seems to anticipate the perfect moment to bring your bill. …

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