What does it take to succeed? What does it take to get the job done? What does it take to stand out from the crowd?
A big part of the answer is doing what others don’t do, by doing more, going the extra mile, digging more deeply. I sometimes call it “walking behind the buildings.”
The Collier Companies owns and manages apartment homes. One of my favorite parts of the job is getting out on site and doing community walks with the team. Delivering excellent Customer Service is a BIG Collier Company value and that includes well maintained buildings with grounds that are crisp and clean. I usually drive the community when I arrive, and then usually park as far away from the clubhouse or office as possible: my goal is insure that I walk as much of the site as possible. You see a lot more close up. Occasionally I will vary my route and walk behind the buildings, inspect what is essentially my Customers’ backyard, which is probably as important to them as the front. When I find the back side of a building to be as well maintained and litter free as the front, then I know the on-site team is on top of things.
The point is to be thorough, avoid “box checking,” dig more deeply, lift the rug, look under the hood… go the extra mile, walk behind the buildings.
“If you don’t take care of your Customers they won’t love you, but your competition will.”
“Expect the best and inspect for what you expect.”
“You can tell a lot about a company by how clean its restrooms are.”