Joey Coleman is a best selling author and founder of a branding firm that specializes in helping businesses retain customers and employees!
Joey jumps right in by explaining the difference between customer service and customer experience. He explains the best ways to handle routine tenant check ins and disagreements with tenants all through the lens of optimizing customer experience. Joey shares how the Eight Phases to “Never Lose a Customer Again” apply to prospective tenants. Joey closes with an amazing story of how a human-level connection and a small gift resulted in a tremendous business opportunity!
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03:23 Housing Provider Tip - Run your investment properties like a business and treat your residents like clients.
03:51 Intro to our guest, Joey Coleman!
07:04 Customer service vs customer experience!
14:00 To check in with the tenant or not?
16:29 Reassuring tenants after move-in.
23:47 Phases to Never Lose a Customer Again!
41:10 How to handle disagreements with tenants?
50:58 Gifts and the $35,000 golf ball!
56:56 Advice to 20-year-old Joey Coleman.
59:16 What is your competitive advantage?
59:42 One piece of advice for new investors.
60:16 What do you do for fun?
60:57 Good book, podcast, or self-development activity that you would recommend?
62:44 Local Network Recommendation?
64:00 How can the listeners learn more about you and provide value to you?
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Guest Name: Joey Coleman
Guest Company: Design Symphony
Guest Link: https://joeycoleman.com/
Other Links for show notes:
Dan Gingiss (Network Referral)
Careers | GC Realty & Development, LLC
Show Sponsors:
