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Service Sells™

"Service Sells" is a revolutionary CDROM program that brings CRM (Customer Relationship Management) to the multihousing industry. Let there be no mistake - we are in the business of leasing apartment homes. That translates to satisfied residents who have a customer relationship with an on-site team that cares, communicates effectively and delivers superior service.

Carol Levey and Neil Fjellestad help on-site teams all over the country measure and improve resident retention. This CDROM brings the benefits of their experiences direct to your desktop. Did you know - Customer surveys reveal that 12 positive service encounters are needed to neutralize one bad experience? However, confront and resolve that bad experience and a loyal customer is created. Do you know how many vacating residents report that a poor service encounter contributed to their decision to move? Nearly 70%. However, a reduction of resident turnover by a few percentage points can dramatically enhance the bottom line.

"Service Sells" identifies and discusses what specific skills every on-site team member needs to create long-term resident satisfaction:

  1. Learn how to recognize what your resident really wants when a service request is made, a complaint is filed or the rent is increased.
  2. Learn how to use simple communication techniques that demonstrate you care and that you're listening to your customers.
  3. Learn how to effectively confront and resolve disputes.
Every on-site team member will gain insight about the importance of his/her assignment and how to foster positive customer relationships. We guarantee it.

That's not all. This program includes over 75 common situations arising on-site along with appropriate responses. This section is organized into categories for easy reference.

Click here to play a video clip from "Service Sells".
Click here for pricing details.
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