Customer Relations Playbook

MANAGING ESCALATED HOMEOWNER SCENARIOS We aim to set proper expectations and meet and/or exceed expectations. This is a formula that works well to keep our Homeowners delighted. There are times, however, where we fall short and Homeowners escalate their issues to upper management, post online, file a complaint through the Better Business Bureau (BBB), etc. How we manage difficult scenarios is critical. We must conduct ourselves with the utmost professionalism, regardless what is thrown our way. Here are some tips: Breathe Resist the temptation to respond until they finish speaking their mind, even if you already have the answer. If you talk over or interrupt them, they may feel like you are not willing to hear their side. You should not be concerned with winning the disagreement or being right, because your focus should remain on de-escalating the situation. Listen Give the other person your undivided attention, and truly listen to everything they are saying. Often, people just want their feelings to be heard, and they may calm down simply by expressing themselves to you. Resist the temptation to respond until they finish speaking their mind. Even if you already have the answer. If you talk over them or interrupt them, they may feel like you are not willing to hear their side. You should not be concerned with winning the disagreement or being right, because your focus should remain on de escalating the problem. As you listen, put yourself in their position. Try to understand where their feelings are coming from and why they are upset. Showing empathy will provide new insights into the problem, and it could even lead you to the root cause of your disagreement. Body Language As you work through the argument, keep your body language in mind. Do not clench your fists, point at the other person, or make sudden movements. The other person could interpret these actions as aggressive, and they may react accordingly. Keep your hands clasped in front of you. Do not have your hands on your hips or arms folded. Even standing too close could escalate the problem because it might make them feel cornered or threatened. Respond In a calm tone of voice, acknowledge their feelings and perspective before moving on to your side of the disagreement. This proves you were paying attention and that you understand how they feel. As you explain your own perspective, focus on the facts of the disagreement. If the problem involves your feelings, explain how you feel in a professional manner. If you respond with yelling or an emotional outburst, your words will not register with the other person, and the situation will get worse. If you are at fault for something wrong, apologize. An apology is not a sign of weakness, but rather a gesture of strength, humility, and confidence.

CUSTOMER RELATIONS PLAYBOOK | Customer Satisfaction | 15