SOP – Community Care

200: First Impression

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by

kdub
in

THE FIRST IMPRESSION

Action Property Management’s Community Care Team is empowered with the responsibility of making a good first impression. We are the first representatives of our organization that callers encounter, so we need to be courteous, professional, and helpful. This is key to the success of our business.

  1. Welcome – we want our callers to feel invited when calling us.
    • Be ready
      • Head = Information
      • Hands = Tools/Supplies
      • Heart = Positive Attitude
  2.  Greet
    • Smile, use name if known, friendly greeting, offer assistance
    • We never say “Hey,” “Howdy,” or “How’s it going?”
      • We say …
        • “Good morning.”
        • “Good afternoon.”
        • “Good evening.”
  3. Build Relationships
    • Exceed their Expectation.
    • Make them feel special.
  4. Bring Them Back
    • Check for satisfaction.
    • Provide a warm farewell.
    • Invite their return.