Clear policies, practical strategies, consistent communication, and steady enforcement can help community association boards and managers boost customer service and homeowner satisfaction. During a recent CAI webinar, a seasoned community association manager outlined some straightforward steps communities can take to improve customer experiences and transform the reputation of homeowners associations.
Good customer service begins before there is a problem, says Susan Fitzpatrick, CMCA, AMS, PCAM. Fitzpatrick has a long track record in the industry and is currently with Orsid Realty, a New York City-based management firm specializing in luxury condominiums and cooperatives. Simple steps such as verifying dates, spelling of names, and updating social media sites often are easy tactics that demonstrate a commitment to customer service, she says. It’s also important to check recorded greetings and test systems regularly to make sure they are in working order and up to date.
When a customer service issue does arise, Fitzpatrick says it’s important to explain to homeowners what can be done in a polite, firm, calm, and clear manner. “Show the customer you are responsive and attentive,” she says. Listening to homeowners’ concerns is vital, too. Use surveys, ask questions, act on feedback, and publicize actions taken to correct or improve situations. Monitor social media and respond immediately when issues arise, she adds. When flagging an issue online, provide direct contact information and then quickly take the issue offline to resolve it, Fitzpatrick says. Discussion and resolution of the problem should be private.
Fitzpatrick’s daughter Taylor is senior product manager at Bonobos, a men’s online clothing brand based in New York City known for its technology-driven approach and direct consumer innovations. She offered her insight on how community associations can improve customer service by applying artificial intelligence combined with the human touch. Homeowners “want to be seen, heard, and understood,” Taylor says. “AI can help with that.” AI can be used to automate mundane tasks, identify and triage intent, and enable speedy and proactive resolution to problems.
When implementing AI as part of a comprehensive customer service strategy, it’s also important to train team members to recognize and embrace differing generational communications preferences, use appropriate technology, and offer help for less-tech savvy homeowners. By combining AI with traditional customer service techniques, community associations can save time, energy, and money. These tools also can be used to create thoughtful “wow” moments that surprise and delight homeowners, the Fitzpatricks say.
“Empower your people to resolve problems and reverse a customer’s bad experience,” says Susan Fitzpatrick. “Employees are customers, too. Happy employees go out and make happy customers and clients.”
>>The webinar, Surprise, Delight, and Deliver: Elevating Customer Service in Your Community, is now available on demand.
