|Customer Service Changes In Property Management
So what is the difference between customer service and customer experience? Well, one is now a thing of the past. Can you guess which one?
While both customer service and customer experiences are at the forefront of many business conversations, there has been a shift in the model of how service industries think about the roles of customer service vs customer experience model within their own industry. For decades, customer service was viewed by many executives and entrepreneurs as the forefront of the service business. Make the customer happy, and you'll make a sale.
However with the introduction of the internet into the everyday lives of consumers, doing simple things like looking up reviews or seeing advertisements has created a nearly transparent sales and service model where the entire experience from top to bottom must be customer facing.
For multi-family real estate, customer service was typically viewed as having a maintenance man come to the door to fix a leaky faucet. Very few metrics were involved other than, were they on time? Did they fix the faucet. But today, property managers must view the whole life experience in order to keep reviews and especially your brand, in a positive light.
Customer service is increasingly being replaced by the customers overall experience. If you want to compete in this age, it's time to start thinking bigger than fixing leaky faucets in a timely manner.