Customer Service

The Plus One Concept

Want to stand out as a technician? Embrace the Plus One Concept—doing one small, unexpected thing that leaves a big impression. Whether it’s a kind word, a follow-up, or a thoughtful extra step, that little effort sets you apart and builds loyalty with residents and managers alike.
Soft Skills
Professionalism
Best Practices
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Transcript

 There's something called the plus one concept, exceeding expectations if you like, I named my own company out after it. Whenever you provide service to a person, find that one thing. Talk to your supervisor, your manager, but find the one thing that's just a little bit extra, that's unexpected, that's always appreciated, and I don't know what that is for you, but talk with your team and figure out what that is.

It could be something as simple as leaving something pleasantries, a part of a process, part of a follow up, but something that nobody else does in the industry, specifically in your market, in your peer group. And it's just a, it's called a plus one concept. So do something that's unexpected, that's appreciated, that mostly nobody else does.

You'll have a signature, you'll have a wow factor, and your residents and your management will see the results and appreciate it.