Just One Word Will Change Your Customer Service

resident relations, property management, property management company, manufactured home, resident services One of the first things we learn as children is our name. It’s our identity. It’s often the first thing someone knows about us. When someone uses our name, we feel connected.

At Newby Management, the first of our Three Steps of Service states: “Always use a warm and sincere greeting. Use a person’s name if and when possible.” We covered the importance of using a warm and sincere greeting, and today we will discuss the importance of using a person’s name.

Imagine you go to a local coffee shop for the first time. The owner introduces himself, chats with you and makes you a latte. The next time you go in, the owner remembers your name and drink order. You’ll likely leave that coffee shop feeling very positive about your experience. You’ll feel appreciated as a person and as a customer.

We train our team members to use people’s names when possible because it not only encourages good customer service, it also encourages compassion. The simple act of using someone’s name can make their entire experience with you more positive. This is especially true if they are coming in to voice a complaint. When you use their name, they will feel as though they are important and that their issue will be addressed.

Remembering resident names may feel like a challenge if you’re bad with names. We have a few tips to help you start getting those names down.

  1. Repeat their name out loud. For example, if they say their name is Jerry you can say “It’s nice to meet you, Jerry.”
  2. Write their name down.
  3. Associate their name with a picture or another person. Have you ever met someone and they said “Well, I won’t forget your name! It’s my dad’s name.” Think of a way to associate their name with something already in your memory.
  4. Stay focused on the person as you interact and continue to use their name throughout the conversation.
  5. Write down a small fact you learned about them next to their name, like “Jerry, from Ohio with two dogs.”

It’s easy to forget the importance of using someone’s name. In fact, it’s one of the most important resident relations tips we can give. If you’ve never been good at remembering names take it one person at a time. You’ll start seeing a difference in the way you interact with people right away!

Secrets to Using Strawberries in Customer Service

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The delicious strawberry desserts.

February marks the start of many things, but one of the most important is our annual socials at Newby Management. Our residents and team members know them as Strawberry Socials. It’s a time of food and fellowship that allows us to give back to our residents.

It’s a tradition that has continued for almost 30 years, hailing all the way back to our founder’s childhood. Martin Newby grew up on a farm in Iowa. Along with the normal crops, they also grew potatoes, cabbage, sweet corn and 3 1/2 acres of strawberries.

At the end of the season, his mom and dad had the idea to invite the neighbors to bring homemade ice cream and they would supply the delicious strawberries. The birth of the first Strawberry Social was enjoyed by some 200 people on the front lawn of the farm.

As an adult in business, Martin was always looking for ways to provide extraordinary customer service to his customers. As he researched, providing a quality experience for consumers was a good place to start. Thinking back to his teen years on the farm, he remembered the Strawberry Socials with fondness. He felt these could be recreated for all residents.

Today, these Strawberry Socials are a point of fun and excitement in our communities. Residents gather together to laugh, fellowship and share life together. These aren’t any strawberry desserts either. It all starts with a generous helping of vanilla ice cream, topped with a decadent piece of shortcake, followed with a large scoop of strawberries and finished with a dollop of whipped cream.

Newby Management team members head across the state during the months of February and March to help serve up these delicious deserts to residents. It’s a sweet way to give back to our residents through service.

Use This One Simple Trick for Better Customer Service at Your Property Management Company

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Todd Newby, Newby Management President, serving residents at a BBQ.

What’s better than walking into a room full of people who are happy to see you? At Newby Management, that feeling has permeated our corporate lifestyle. The first of our three steps of service says “Always use a warm and sincere greeting. Use a person’s name if and when possible.”

Warm welcomes can take on different forms, whether it’s welcoming a new member to our team or a potential resident into our communities. When welcoming a new team member, we work to ensure they feel part of our work family. Employees want to feel valued and appreciated. This includes factors like proper training, introduction to key team members and follow-through on future questions. From this a tight-knit team is built.
These team members then go on to become the face of the community in which they work. They are often a potential resident or guest’s first impression. Within the communities, warm welcomes are especially important. Part of our culture is to use warm and sincere greetings, using names when possible. These small acts go a long way in making people feel important and valued.
At the community level, Newby Management encourages community managers to focus on residents when they come into the office. This means stopping work for the moment and focusing on the resident. The resident will feel their concerns are important and heard. They can see and feel when greetings are not warm and sincere. Often times, their mood will be reflected in our own. If you begin with a light and cherry attitude, they are likely to do the same.
These same principles apply when a team member leaves the company as well. If the parting is done under amicable circumstances, we always strive to offer fond farewells to our team members. Whether it’s words of encouragement, taking them to lunch or having a goodbye party, simple acts go a long way.
When residents or guests leave our office, we make sure to offer them a fond farewell! They will remember that you took the time to give them a little extra customer service.
You can probably see a pattern by now. The impression you give someone is lasting, and their feelings about you will live on long past their specific memories. For instance, in 2011 our team went to the Florida Aquarium for our annual Christmas party. As is customary, we personally thanked the kitchen crew and staff. Even though that was several years ago they still remember our company because of that small act.
Using warm welcomes and fond farewells is a part of our corporate culture that bridges the gap between people. It’s one that reminds us the value of all people in all circumstances.  It helps us stop in our busy lives to thank and care for the people around us in a personal way, and that makes all the difference in the world. 

 

Can My Children Use my House in a 55+ Community?

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Can my children use my home?

Let’s say you’re going on vacation for a few weeks. You might think it’s a win-win situation to let your children use your home in a 55+ community so they can vacation in Florida. So, is this something that can be done?

First, it’s important to mention that rules and regulations will always vary depending on the community, so it’s best to check with them. However, a general rule is that guests of any age can stay in the home for up to 15 days at a time twice a year.

Technically, this means that your children could come and use your home while you were away, but they likely won’t be able to use any of the community amenities like the swimming pool. Often times, guests must have a resident present with them in order to use the community amenities. It’s usually best to check with your community before having guests stay in home your, whether you will be there or not.

You may also wonder if your children can inherit your home. A federal law governs the age of people living in a 55 plus community. The law states that at least 80 percent of people living in a 55 plus community must be over the age of 55, the other 20 percent can be no younger than the minimum age established for the community. That age is often 45.

That being said, there is no law currently that governs ownership of a home, so your children would be able to own your home no matter their age. Whether or not they would be able to inherit the home and live there is dependent on a few factors including the community and their age.

In general, having your children or grandchildren visit should not be an issue in most communities. If you’re planning on moving to a Florida 55+ community, be sure to ask what their visitation policies are prior to moving in. This will help save you headaches in the future.

Have other questions about moving to a Florida 55+ community? Email sales@NewbyRealty.com to find the perfect home for you! You can also download our free 55+ Moving Guide to find answers to questions like this and many more!

How to Serve Residents at the Holidays with a Single Bag

service, serving christ, christian company,acts of service, property management, property management florida, florida property management company, mobile homes, manufactured homesRows of Cherrios lined the walls and boxes of food filled the conference room. For one day, the team members at Newby Management turned into a food packing assembly line.  As holiday music plays, team members gather to serve residents. For some team members, like Kelly Horalek, a corporate office accountant, this is her favorite day of the year.

At the holidays especially, we notice the needs of people around us. At Newby Management, the team noticed that some residents were struggling to feed their families, something that becomes especially difficult around Christmas. That was when they started delivering holiday food bags to residents in their communities who needed an extra hand.

This year the corporate office team packed an astounding 1,500 pounds of nonperishable food. It’s the kind of food most people take for granted, like peanut butter and jelly or oatmeal. But for some families, those staple items will go a long way.service, serving christ, christian company,acts of service, property management, property management florida, florida property management company, mobile homes, manufactured homes

138 bags were given away in total. The bags are personally delivered by a corporate team member, so the residents aren’t just getting food, they are getting encouragement too. While some residents need food care packages, others just need a bit of holiday cheer. For residents who had a difficult year, the team delivered fresh poinsettias to their homes. It’s just a simple reminder that they are being thought about during the holidays.

Serving residents in your mobile home community during the holidays can take on many different forms. Whether you do something big or something small, know that it can go a long way to boosting morale in your community. Sometimes the best thing you can do is to meet people where they are and love them.

Merry Christmas, from everyone at Newby Management.

See More Photos from the food drive on our Facebook page!