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FEATURE

SERVICE

KEY

is

Ultimately, every community
manager’s responsibility is to
keep the residents happy.

ommunity managers will bring any company’s Since we deal with people’s
have a tough task at customer experience up to homes, it’s essential to train
their hands, which a truly five-star level! Here employees with necessary
C is to keep all the are four strategies my team traits like empathy and
residents in the community and me constantly borrow. warmth. Accept the fact ‘you
they are managing happy. Exceptional customer service can’t make everyone happy’:
It is a daunting challenge starts with empowering always focus on the 85% of
given the fact that each employees: Empower customers who are happy. It’s
resident has his or her frontline employees to make
own likes and dislikes Sameer Kulkarni decisions, pro-actively fix very often businesses put all
and community managers Executive Director customer problems, why their energy in attempting to
– Group Property
should be prepared to deal Management, Dubai wait for management convert the 15% that are not
with all types of people and Properties Group approvals.” He adds that it happy. Focus on your happy
issues. Sameer Kulkarni, customers…….make them
is important to communicate
Executive Director – Group “Empower pro-actively. “Most happier!” he concludes.
Property Management, Dubai frontline residents understand: in the The happiness level in
Properties Group says, “In community management a community is linked to
today’s fast evolving home employees business, things happen, how well the community is
ownership environment, I to make managed and how effectively
look toward the hospitality decisions, lifts breakdown, water pipes and quickly community
industry for inspiration. pro-actively burst. Most residents are managers resolve issues. Dubai,
Customer service and fix customer very understanding. Just in general, has many well
communication are two problems, take steps to communicate managed communities, which
fundamental ingredients why wait for with them pro-actively,
we have to borrow from management rather than let them discover are manaaged by top property
the sector. These elements approvals.” the problem. Develop management companies headed
customer-friendly traits: by experienced professionals.
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