Moments Of Truth

Jan Carlzon turned Scandinavian Airlines into one of the most respected and profitable air carriers in the world.
Looking at the list in the next column, there is a good chance that you can CHANGE any or all of our industry’s “moments of truth,” probably within 24 hours.

Take some time to ask residents and prospects for their opinions on our moments of truth (see next column). Then incorporate their comments. Many of us could use a fresh look -- do it now before traffic drops off this fall.
Make sure your team members represent the company the way you want them to. I shopped some communities on the East Coast and a leasing consultant told me there was a waiting list at her community for a year and a half! When I asked the Regional Manager why I was shopping a community that was 100% with a waiting list, she responded,
“The leasing consultant lied. They have 13 apartments available right now.”

Whoops! I’m sure your leasing consultants aren’t lying on the phone (I hope not!) but now is a great time to check all of your moments of truth.

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