Keyword Responses For A Positive Customer Service Experience
EXPLAINING THE SYSTEM:
Most important is that you be sensitive. Go the extra mile in your choice of words as well as your actions. Remember, trying to find a suitable home is very stressful for the client. They are looking to you to treat them with respect, respond with courtesy and to welcome them as new residents.
A. INSTEAD OF SAYING: I will call you when I get it done.
SAY: Normally, approval takes 24 48 hours provided everything is in order and your employer and past landlords respond right away.
A. INSTEAD OF SAYING: You’re liable for the full year.
SAY: When you authorize a lease, it’s like taking out a loan. The only difference is we don’t charge interest. A $1,300/month rent is $15,600. The loan is repaid at $1,300/month, similar to a car loan.
A. INSTEAD OF SAYING: You can’t use our gardener.
SAY: When the gardener comes to mow the front, you can talk directly to them or I can give you their phone number. You would need to set up your own arrangement with them. I know previous residents have done this. We aren’t set up to collect additional rent and add rear lawn service to your agreement since our agreement with the owner is for front service only.
A. INSTEAD OF SAYING: You can’t use our gardener.
SAY: When the gardener comes to mow the front, you can talk directly to them or I can give you their phone number. You would need to set up your own arrangement with them. I know previous residents have done this. We aren’t set up to collect additional rent and add rear lawn service to your agreement since our agreement with the owner is for front service only.
A. INSTEAD OF SAYING: I know that.
SAY: Of course, let me get that for you.
A. INSTEAD OF SAYING: You have been approved for the home, but you need to bring in a 200% security deposit because of your negative credit and history that specifically has a current or recent foreclosure. I also need funds for one month’s rent in the next 24 hours.
SAY: Congratulations! You have been approved, however, we did run into a few challenges with your past rental history and credit. We do require a higher security deposit of an additional 80%, which in your case would be $_______. I do want to point out that all security deposits are refundable. In order to secure you new home, we would need one month’s rent of $_____ within the next 24 hours in order to take the property off the market so no one else rents it. When is the best time for you to come in?
How to properly REQUEST documentation:
INSTEAD OF SAYING: I need papers on your ______________.
SAY: In order to move forward on getting you qualified, we need copies of your tax lien that was paid. When could you fax those over to me so we can get you taken care of?
How to properly discuss PAYMENTS:
INSTEAD OF SAYING: All rent has to be paid by cashier’s check or money order.
SAY: Due to insurance costs and security we are not able to take cash or personal checks. Therefore, all rents need to be paid by a cashier’s check or money order.
When discussing a MISSED APPOINTMENT or Failure to come in with a Holding Deposit on time:
INSTEAD OF SAYING: You should have called me if you could not make it, as I need to know these things.
SAY: I am calling you regarding your Holding Deposit for the _______ property. Unfortunately, we are unable to hold the home off the market and I know it’s the home that fits your needs. Management has given you an additional 24 hours to bring in your Holding Deposit to hold the home off the market for you. What time could you come in?
NOTE: This is provided there is not another back up application on the property.