What if taking care of others was the best way to take care of yourself? That isn't a merely pious thought, but the ideal of a successful business. A corporation such as Apple wants their customers to be thrilled with their product and/or service. The happy customer yields referrals and thus more customers for Apple. The same principle can, should – and does – apply for manufactured housing, as you will see below.
Such focus-on-good-outcomes-for-others-to-benefit-yourself = enlightened self interest, and it 'pays.'
Living examples of such enlightened self interest were in evidence at the recently concluded Manufactured Housing Institute (MHI) 2013 Congress and Expo (C&E).
When Homeowners Win, We Do Too
The final panel discussion on Tuesday's National Communities Council (NCC) Forum provided examples of this concept in action. “Executive Viewpoint: Customer Service is the Future” was the theme of the panel.
Quoting from the 2013 NCC Forum brief:
“Lip service or reality? Walking the talk, or just talking? If “the tempo of the leader is the tempo of the
band,” then come hear how top leaders from some of the largest community operators are focusing their organizations on delivering outstanding service to residents. Whether through improved communications, offering unique activities or focusing on lifestyle, these executives will share insights on how executing exceptional service on a daily basis is the key to future success.”
L-to-R=John McLaren, Eric Zimmerman. Steve Schaub and David Lentz
The Customer Service is the Future panel was composed of:
Moderator –
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John McLaren, Chief Operating Officer, Sun Communities
Panelists –
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David Lentz, President & CEO, American Land Lease
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Steve Schaub, Chief Operations Officer, Yes! Communities
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Eric Zimmerman, Regional Vice President, Equity LifeStyle Properties, Inc.
In a robust discussion over cocktails at the Security Mortgage Group/BoA/Merrill Lynch reception and dinner at The Chandelier and Estiatorio Milos at the Cosmopolitan in Las Vegas, one of the manufactured home community industry's leaders proceeded to explain to me how they were modeling the future of manufactured housing, instead of just preaching it.
Gerry DiMarco welcoming some 65 invited guests to the dinner at the posh Cosmopolitan's Estiatorio Milos
His firm had implemented their own Net Promoter Score system to measure the level of satisfaction across all of their business units, including manufactured housing. They were sharing lived examples of how this drives business through resident satisfaction.
It is no surprise that those who were on that panel also happened to be among the top operators in our country. Retailers, please take note that these community operators retail more homes than the vast majority of operations in our industry.
In short, taking care of customers yields ever growing success.
We plan to share one or more perspectives on the well executed Manufacturer Housing Institute's (MHI) recently concluded 2013 Congress and Expo, which included the NCC Forum, in our upcoming May Featured Articles. Some 780 (+/-) pros from all segments of manufactured housing, as well as leaders from the non-profits world, were in attendance.
These are the pros who know that you can earn more when you learn more. They invested time, money and travel to network, learn, invest money and make deals that would grow their bottom line results.
These pros are also readers. In my own presentation at this fine event, I asked for a show of hands how many were regular readers here at MHProNews.com, and about half the room raised their hands.
From the beginning in October 2009 to the present, we have encouraged association engagement, attendance at business building meetings and of course have modeled providing Industry News, Tips and Views Pros Can Use.
Pros like you have responded, because last month we had a record 1.3 million page views here, thank you!
When more and more of your colleagues and peers are ready to:
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learn the value of $100 Million Dollar Thinking,
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plug into the delivery of excellent service as part of Enlightened Self Interest,
then more will see – as you can/do – the bottom lines the growth that comes from the wise words of Zig Ziglar, “You can get everything out of life that you want, when you help enough other people get out of life what they want.”
It was a great event, we plan to bring you more insights about it in our May issue. We also plan to bring you another top level interview in our periodic series like this month's A Cup of Coffee with…Sam Landy. If you haven't read that yet, please check it out, as it has been an off the charts popular read with investors and professionals like yourself.
See you again here mid week. Until then, please spread the word on practicing Enlightened Self Interest. ##
PS: Check our many Exclusive and Red Hot Featured Articles for April and see the
other new stories at MHLivingNews.com too.
L. A. "Tony" Kovach
MHLivingNews.com=Re-Discovering and Spotlighting the MHLifeStyle
MHProNews.com = MHMSM.com = Industry News, Tips and Views Pros can Use
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Office –815-270-0500
latonyk@gmail.com or tony@mhmsm.com
http://www.linkedin.com/in/latonykovach= connect with me on Linkedin.
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Whether you think you can or whether you think you can't, you're right. – Henry Ford
