"There is no such thing as going above and beyond—these are job requirements.”
In this episode, Mindy chats with Trevor Workman about his role as Concierge Manager of a multifamily community. Trevor’s charisma and genuine heart for others has earned him many awards and 5-star ratings, and he is inspired by making a positive difference in people’s lives. From acquiring crutches for an injured resident to pushing another resident to the Metro when his mechanical wheelchair malfunctioned, Trevor makes it a point to provide customized customer service to always meet his residents’ needs.
There are times, however, when circumstances are out of our control, or we encounter rude residents. Trevor explains how he always approaches these instances by thoroughly listening to the residents to get to the heart of the matter. He empathizes with them, tries to rectify the situation and follow up, and aims to make them smile. Often, this is enough to turn a resident’s attitude around, even if the original issue was not able to be resolved in the way they wished.
Finally, Trevor considers how he would train others to deliver exceptional customer service. He notes that this is a role that isn’t a job—it is a lifestyle that requires someone to have the passion and drive to make others’ lives better. Through a combination of attentiveness and charisma, relationship-building with residents, their extended family and even pets, and initiative to take those extra steps to meet their needs, residents will feel heard and known, and satisfaction will follow.