Service With Sass, Heart and a Hint of Otis’ Cookies
Sometime after COVID, we all lost that spark. It's time to bring it back!
Let’s talk customer service—you know, that thing our industry used to be legendary for? 💁🏽♂️🏆
When I first started in property management (back when dinosaurs roamed, flip phones ruled, and fax machines screeched like banshees 📠🦕📞), we didn’t have AI or fancy dashboards. What we did have were balloons 🎈, Otis Spunkmeyer cookies 🍪 (the kind that made the whole leasing office smell like heaven but would melt your fingerprints off if you touched the oven 😬🔥), and the absolute power of personal connection 🤝.
You greeted every prospect like they were walking into the Ritz. You knew their name before they reached the door. You noted their dog’s name on the app and asked about it during the tour. THAT was the gold standard. And you know what? It worked. 💯
Then came COVID. And with it, plexiglass barriers, masked hellos 😷, and a necessary shift to safety and distance. But somewhere along the way… we lost the spark. The in-person connection became an afterthought. The “experience” part of resident experience started sounding more like a task and less like a joy.
