Pinnacle’s Scott Potter, Regional Trainer, and Trevor Park, Regional Marketing Director, were invited to share their thoughts at the 2017TRENDS Conference in Seattle in a session titled “What is Customer Service?”
Scott opened the session by speaking about the five touchpoints of customer service and explaining how to make the strongest impact with prospects and residents. He then provided pre-emptive measures that onsite teams can use to effectively steer conversation. Scott also emphasized the importance of reinforcing the positive and remembering that these touchpoints have an impact on more than just the surface.
Trevor then took the stage to highlight how online reputation can be just as important as any other marketing campaign. In today’s competitive market, this reputation can be the tipping point between competing properties and where a prospect chooses to call home. By highlighting key data collected from Pinnacle properties, Trevor was able to show how putting an emphasis on improving online reputation can result in driving traffic back to the property.
Together, Scott and Trevor stressed how online reviews were not going to disappear any time soon. Properties will be successful, they reiterated, if properties stay proactive by soliciting positive comments as well as addressing and steering negative reviews.