When I first became a leasing agent, many years ago, I found myself consistently struggling to get any kind of real traction on the phone. I had call after call where I would look down on my guest card and see notes like this:
Harold-one bedroom, cocker spaniel
Harold-one bedroom, cocker spaniel
Photo Credit: FreeDigitalPhotos.net
I discovered that while being friendly on the phone was easy, consistently obtaining the information I needed from a customer was not. I had many guest cards that were accidentally “lost” because I was so embarrassed to show them to my managers. As I moved on to other management, training and corporate roles I realized that I wasn’t the only one who kept making the same mistake that derailed many calls before they ever got going.
So what is the mistake?
So what is the mistake?
