Did you ever notice at Olympics gymnastics events the athletes beam big smiles as they do their routines? Do you think they feel like smiling? I doubt it! They are stressed, worried about getting it right, concerned about delivering their best. But they smile because they understand that the smile is part of the performance, that the best—those worthy of a gold medal—do it well and make it look it easy, that winning over the audience is essential.
In the student housing business, we have an annual turnover of 60% of our apartments in a two week period. It can be a stressful time, particularly for those new to it. Yet during our turn, it is essential that
1. We keep leasing
2. We make the move in as smooth as possible for our new Residents because first impressions count and our renewal campaign starts with move in
3. We make the move out as smooth as possible for our departing Residents because our Customers are our best references and, most important, simply because it is the right thing to do.
Throughout this high-energy situation, it is essential that we keep smiling! Not necessarily because we feel like it, but because:
— We owe our Residents (and all our Stakeholders) a pleasant emotional experience.
— Emotions often follow actions: Research has shown over and over the act of smiling usually elevates your mood, relaxes you.
— Attitudes are contagious, good leaders role model cool, calm, and collected.
— We all are leaders. Someone is observing you and being impacted by your emotions and behavior.
“Life is like a mirror, we get the best results when we smile at it.”
“A smile confuses an approaching frown.”
“Everyone smiles in the same language.”
“If you see someone without a smile, give them one of yours.”
“Wear a smile and have friends; wear a scowl and have wrinkles.” — George Eliot