You can directly impact your centre’s performance, NPS score and consistently achieve a bonus by staying on top of the following areas:
- Helping Customers Pay – the less bad debt the better;
- Customer Service/Retention – provide a top notch experience so customers will stay on at your centre, creating occupancy and revenue
- Services – know the prices for all of our services and be up front with pricing when customers request services, and don’t give anything away for free, audit your centre to make sure customers are being charged for all of their services they are receiving (call answering, phone lines, extra mail handling (scanning/notifying), reception signage, parking, facility requests, etc.) Upsell your services in onboarding and proactively where you notice your customers could benefit from one of them – see ‘Selling Services’ section in the Playbook.
- Sales Support – drive new inquiries by consistently posting Craigslist ads (US), conduct tours and close deals, talk to your existing customers regularly and listen for expansion/service opportunities.