Page 45 - planet_rent

Social ratings

Whilst repairs are the most obvious area to seek ‘ratings’ all bookings should be followed up to seek
satisfaction ratings.

Site staff should:
 PUSH good ratings to the development
Facebook page,
 GO VISIT bad ratings to resolve matters.

3.15 Module 11 - Staff engagement & incentivisation

Busy Living enables you to build the strongest possible service culture; after all in the long term service is
the true differentiator. Making the Site Staff your brand builders and secret sales force is a great way to
ensure a quality service is delivered.

In the UK we are not naturally good at starting conversations, so empowering
Site Staff and linking app sales they make to their bonuses is a great way to
encourage them to start conversations.

For example, if Apartment 12 booked a BRONZE clean, then Gillian from
Housekeeping:
 can send Apartment a request to rate the clean, and/or press the [
book another ] button,
 has an excuse when she sees Apartment 12 to say, “shall I book you in
again for next Thursday?”

This simple cultural shift would yield Gillian credits to her bonus pot. Such a
scheme could be 15% of sales and sacrifices to bonuses where ratings 3* or
below are achieved.

As each rating is assigned to either:
 the facility, or,
 the booking (cleaning, repairs, breakfast packs…)
ratings are effectively tied to the member of staff who prepared the facility or delivered the service.

Naturally, for Site Staff to get good ratings, not only do they need to provide a good service, but also need
to be well known and liked. This ties back to informal messaging, to build their following and inject humour
and their personality into the community.
And, it takes just 1 click for Site Staff to send good ratings social, to encourage LIKES
on Facebook.

Office staff can see peaks and troughs in the use of facilities and drum up custom using: (1) Notifications
within the Busy Living app, (2) Pre-prepared html emails,

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