One of the best pieces of advice in customer service? Approach every resident with the warmth and sincerity you'd show your favorite grandmother. This video encourages technicians to lead with kindness, authentic body language, and gratitude—turning every service call into an opportunity to help and uplift.
A piece of advice I got. I remember this many years ago. I was new in the business and one of my supervisors said, treat everyone like the sweetest grandmother that you enjoy seeing every day. In other words, with that kindness, that sincerity, that ent, that authenticity, you light up when you see them and you just can't wait to help.
And the person is full of appreciation. And if they're not, you know that they're struggling to be. So you are and you make up for it. But knock on the door, greet the person with a handshake and a smile. Your body language supports everything that you say and that you claim. And before you leave, thank the person for letting you know there was an opportunity for you to find a solution for them, and you're just glad that they called you and you hope they have a wonderful day.
