Think customer service is just about being nice? In the world of property management, it is a foundational pillar of risk mitigation. We are joined by special guest Donna Cutting from Red Carpet Learning, and she helps us discover how bridging the “common sense” gap through intentional training and the TREAT model can protect your assets and prevent costly Fair Housing challenges before they escalate.

Highlights:

• 00:00 – Why “common sense” is a dangerous phrase for property managers.
• 02:10 – Understanding the disconnect: Why different backgrounds impact service delivery.
• 03:43 – The “No” that leads to a lawsuit: Handling reasonable accommodation requests.
• 04:30 – The TREAT Model: A step-by-step framework for red carpet service.
• 08:00 – The “Dirty Fork” Analogy: How relationships buffer operational mistakes.
• 10:05 – The bottom line: How training increases employee retention and saves money.

To learn more about Donna and her company, please click here.

Podcast: Play in new window | Download | Embed