Hire the Attitude: A Remarkable Recovery Case Study

I started SatisFacts, and adore what I do, for a reason…it relates to my passion for caring, dedication and service…and this passion has to do with how I was raised and my DNA.  I have always been very sensitive to service.  I am inspired when I interact with someone who really cares about how they perform for you.  My reaction is 180 degrees different when I deal with someone who just does not care.  My view is that if you are being paid to do a job, autograph your work with excellence...especially after you make a mistake.

I have a keen eye for people who really strive to provide world class service…people whose DNA only lets them perform one way…like a superstar!  Whether it’s a cab driver who keeps their taxi immaculate, dresses and behaves like a pro…or the cashier at the Five Guys burger joint near where I live who always greets me with not only a smile but also somehow is able to address me by first name (despite only going there once a month) and always has my order ready and perfect. The superstar has all of the traits one expects, plus one – the desire and ability to rise to the occasion when issues occur.  That said, I want to share an experience last week with an incredible team member of a large multifamily industry service provider that we work with…we’ll call her “RW.”

We got an email about an issue regarding our account…but it was accidently sent to us.  I responded to the email, sharing I had no idea what they were talking about.  What happened next?  “Wow” would be the headline!  Mistakes are guaranteed to happen…but taking advantage of opportunities to create remarkable recoveries is priceless!  I am going to share some contents of the emails I received from this amazing woman, RW!

Upon reading my initial email, here is part of the reply I got back:

“I’m sorry for the delay in responding but your email came after I had to go to the oncology clinic to be with my husband, and I just got back to the office.  I feel horrible that your email address locked into my ‘copy & paste’ –the email was supposed to be sent to another gentleman.  I am truly sorry for my error.  I know my error has caused you a lot of grief and I promise to be more careful so something like this does not happen again.  If there is anything I can do for you, please don’t hesitate contacting me.”

I responded not to worry, that I appreciated her concern and professionalism, and that I was glad things were cleared up.  Then I received the following email.  Pay attention to the second sentence (re: “reflection on the company”):

“I guess it’s just my nature Doug.  I’ve been with the company for almost 5 years and when I mess up – it’s a reflection on the company – and I know I’m better than that.  I can’t thank you enough for being understanding and patient.  I really am brighter than the emails appeared.  LOL!”  (Author’s Note: She also apologized again for the slight delay in getting back to me because she went to be with her husband at the oncology clinic!  Despite that, she still got back to me later that day.  Incredible.  You can’t train someone to care this much…it’s in their genes!!!)

I then responded about how impressed I was with how much she cared.  When reading her response below, focus on her attitude about when a mistake is made:

“I don’t think I could have lived with myself without apologizing – I’ve been in customer service for close to 30 years, and the one thing I believe in is honesty.  Over the years I’ve learned something important – anything that can be messed up can be fixed as long as you are honest about the mistake, and don’t try to brush it under the rug.  You hit the nail on the head – I do care.”

If your team is comprised of wonderful people like this, people who take immense pride in their work and really, really care…then your residents feel this and reward you with superior renewal rates!