Tom's blog is written by PMA Executive Vice President Tom Cohn who shares his observations on property management, business practices and items of interest to PMA members and their coworkers.
Most people, given the right circumstances will do the right things, claims Dr. James Doty, a clinical professor of neurosurgery at Stanford University and founding director of the Center for Compassion and Altruism Research and Education. In a recent podcast, Dr. Doty gave new meaning of being a hero. “Being a hero doesn’t necessarily mean that you have to jump off a bridge into freezing water and pull somebody out of the water. Being a hero can simply mean recognizing a situation where somebody is at risk and making the effort to go and help them.” An act of heroism can be as simple as helping a senior citizen to cross the street or standing up to someone is who bullying a coworker or friend.
We tend to focus on what we want our residents, tenants and customers to believe, but we often ignore the prospective resident’s lens and what customers/residents believe is right for them. Do your leasing professionals consider what story residents tell themselves?
The list of annoyances and unpleasantries associated with flying is almost endless. That’s why when an airline actually does something nice, it makes a huge impression.
What policies and procedures do you have that only serve your interest to the detriment of those who pay the bills every month? What are you going to do to change?
If you walked to the center of your leasing or management office, closed your eyes and rotated three hundred and sixty degrees, what would you see that is different than what you might have seen 10, 15 or 20 years ago?
What most team members want and need is a corporate culture that cares about them, and you don’t have to spend a lot of resources to demonstrate every day that you care about the people that surround you.
How can you tell if your team is passionate about what they do?
The challenge most of us face is, first, to confront our own weaknesses and then figure out a way to overcome them.
The mindset that you and your team members have when they arrive at the office have a definite impact on productivity and customer relationships.