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Starbucks Coffee is Predictable and Consistent…
That’s good property management!
Is Starbucks coffee the very best in the business? That’s debatable for sure. Starbucks will claim to have the best coffee, but many coffee aficionados will tell you different. The coffee “experts” might say that Starbucks coffee is above average but not the best. Other coffee drinkers will exclaim that it is overpriced and that you are just paying for the experience. Exactly!
Predictable and Consistent – So why do over 20+ million customers a day buy a drink in 40,000+ worldwide Starbucks locations? If the coffee is not “the best” (whatever that means!) and overpriced, why is there a long line inside and at the drive-thru every morning? It’s because this mega-company has a predictable, consistent business model (not to mention a product that is addictive but safe!).
Predictable – Our residents don’t like surprises. They would rather have a predictably gruff but fair onsite manager than someone who is a delight one day and a terror the next. Ideally, you strive every day to be FEP – Friendly, Enthusiastic, and Professional… in your manner, language, and behavior.
Consistent – The best onsite professionals learn to be a thermostat and enhance or control their relationships with residents, prospects and team members. Don’t just be a thermometer and reflect the temperature of the situation. Rather, be the force that keeps resident relations, response time, maintenance service, follow-up, sales, and fair housing compliance at a consistently high, uniform level (but well above average). The thermostat person can provide a high level of predictability and consistency by intentionally setting the level high.
How do you Stay Predictable and Consistent?
Improvement is easy. But maintaining the newfound higher level of performance and customer service is a challenge. Next week we explore ways to not just be better but to be perceived by our residents as better; predictable and consistent. Stay Tuned!
