In today’s interconnected world, the online landscape has become a powerful platform for expressing opinions and sharing experiences. It’s a place where anyone can voice their thoughts freely, both in praise and criticism. However, a peculiar trend has emerged from the depths of this digital realm – the inclination to vocalize dissatisfaction rather than appreciation. How often do we take the time to write a positive review about a product or service that genuinely pleased us? It is an unspoken truth that when things go smoothly, we simply move on with our lives. The satisfaction derived from a product meeting expectation or a service being efficiently delivered doesn’t typically inspire us to shower accolades on the responsible party.
Conversely, when we encounter the slightest inconvenience, when things fall short of our expectations, or when a glitch disrupts our seamless experience, the internet becomes a stage for venting frustrations. We feel compelled to “do something about it,” and in this digital era, our first instinct is to rush online and write a negative review or complaint.
Regrettably, this tendency often results in an unbalanced portrayal, where companies are judged not by the number of satisfied customers, but by the volume of negative reviews posted online. The achievements of a company go unnoticed and unmentioned. What this skewed representation fails to capture is the reality that, for every negative review, there are countless positive experiences where dedicated staff members have gone above and beyond to ensure customer satisfaction.
This phenomenon is evident within the property management industry and has added to the figures outlined in the recent ARMA and IRPM Industry and Wellbeing Survey Report 2023, where 65% of respondents indicated their mental health was at risk from their work. Now in its third year, the wellbeing survey continues to reveal the complex and difficult challenges Property Managers to face on a daily basis, many of which are impacting on their mental health.
At HML, the online world may be scattered with occasional negative reviews, but the reality is that there are countless stories of exceptional customer service and strong client relationships that deserve recognition. And so, we delve into the less frequently told tales of good service, and share the stories from our very own dedicated and passionate members of staff, who consistently go above and beyond their duties. These stories serve as testament to the true faces of HML, and as a reminder that we should celebrate positive experiences as much as we scrutinise the negative ones.
“Compassionate Property Manager’s act of kindness shines light on support for vision impaired”
In the push to ‘go green’ and get all clients into the digital age, a vision impaired client was facing difficulties with email communications. Instead of providing information, the digital correspondence had become a source of stress and discomfort due to the customer’s vision issues. Having often felt side-lined and dismissed by other organisations, they approached HML with trepidation, half-expecting a similar dismissive response.
To their immense relief, the HML staff member not only displayed understanding but actively sought to help by reading the content of the blurred emails aloud. This simple act shattered the digital barrier that had caused immense frustration. Additionally, the PM sought the help of HML in-house IT team to help locate an appropriate add-on which gave the Client, the ability to have all emails read out aloud. The PM’s empathetic approach resonated deeply with the customer, prompting them to advocate for more inclusive services in other companies and organisations. This heartfelt display of empathy exemplifies how we at HML are forging stronger connections with clients, regardless of their age or disabilities, by addressing their individual needs and fostering a culture of inclusivity.
“The Perfect Storm”
Picture this – it’s winter and all Residents are home enjoying the safety of their homes – next minute, loss of electricity and more importantly gas services. Thankfully the HML after hours team were on hand to help coordinate urgent help and inform the local PM Team of a vehicle collision with the energy centre. Within hours, the local PM Team had engaged the maintenance contractors, were onsite assisting the emergency services, handing out bottles of water and coordinating alternative accommodation with the building insurer.
At the time of the emergency, Residents had clear instructions on who to contact and affected residents were kept updated throughout each stage of the incident through the portal, until resolution and reinstatement of all services. It’s important that Residents are regularly informed of emergency arrangements in case of such emergencies, which demonstrated whilst they were frustrated by the inconvenience, residents were relieved to have a competent and professional managing agent in HML.
“You can’t make this up – fire safety a very real concern”
Fire safety is a very real concern for everyone, more so for those living in a residential building who rely on their community and Property Manager to keep each other safe. Unfortunately for two HML clients on the same weekend, fire started within individual apartments (due to a candle and cigarette butt respectively) and the need for HML to instigate emergency protocols commenced.
From Manchester to London, local Property Management teams swiftly mobilised on each site, supported by the HML Health & Safety Team, to establish connections and prioritise the well-being and safety of the residents. Pleasingly, all fire risk assessments were up to date, promptly addressed, and the fire safety equipment had been maintained in accordance with legal requirements.
Both local PM teams, well-versed in effective procedures, approached the incidents calmly and efficiently. Their competence can be attributed to the comprehensive training and expertise offered by the HML Training Academy.
“Building Communities”
In yet another encounter, a new Resident shared their positive impressions of living in a building managed by HML. Having previous experiences as both a Resident and a Landlord in managed buildings, this individual quickly recognized the difference in HML’s approach. The friendly professionalism of the HML staff, particularly the onsite Concierges, played a pivotal role in making the Resident feel welcome and secure.
The HML team ensured that residents were aware of their responsibilities within the building’s community, employing a firm yet amicable approach. Unexpected delights such as celebrating the Queen’s Jubilee and hosting Christmas parties fostered a strong sense of camaraderie among the Residents. The conscientious efforts and attention to detail exhibited by the HML staff transformed the building from a mere residence into a happy community.
In an industry like property management, where each interaction has the power to make or break client relationships, it is crucial to acknowledge the uniqueness of every client. Patience, understanding, and a willingness to assist are the cornerstones of excellent customer service – these qualities, coupled with an unwavering dedication, form the foundation of remarkable client relationships, offering a counterweight to occasional negative reviews.
Through these shared interactions, it is clear our staff at HML go above and beyond on a regular basis and is not an isolated initiative but an intrinsic part of our work culture to be a client-centric business. It stands as a testament to our commitment to building enduring and positive relationships with clients. By recognising and celebrating these positive experiences, we gain a deeper appreciation for the transformative power of exceptional customer service in shaping the property management industry. Despite the occasional negative review, the multitude of positive experiences serves as a resounding affirmation that HML not only fulfils its duties but goes above and beyond to deliver outstanding service to its clients.
If you would like to find out more about HML, contact one of our Property Experts today on: 0333 032 5955
