I think often about what it means to provide good customer service in BYU Housing. Most people probably think that customer service is just being nice and doing things as fast as they can. They feel that people who don't need to wait are being well-served. However, I've noticed a trend as I have worked in my place of business for nearly three years. Customers have become increasingly unable to plan ahead, to be patient individuals, or tend to their own needs. This poses the greatest obstacle in providing good customer service in my office. Our mission statement: to "...enable individuals to Live, Learn, Work, and Grow..."
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Falling Stars
We are pushed to help the people we serve to grow and be able to function in future communities in which they might find themselves. feel free to skip the following section if you have read or are aware of previous rants regarding my place of business They come in wanting immediate service for things which they repeatedly request last-minute (when we have told them using varied methods that they should try to give a weeks notice) and the get angry if we are unable to accommodate. In the past people realized that actions had consequences and they were better able to deal with that. If I want a bed for the weekend and I know for a month that I need it, I should call before 4:45 p.m. on Friday, since I've been told to try and call a week ahead of time. If I am told it is not possible, I know that it is my fault and I accept that I will simply be sleeping on the floor. Other times people come in wanting immediate help when there is one person in the office and they are the 2nd person in line. They tap their feet, cross there arms, and sigh--can the office be any slower? We find out that they want to look at an apartment because they're thinking about signing a contract so we get their information, due to the rather high possibility that they key will be lost or not returned promptly. All the while they are looking all over the place, talking quickly, and more sighing ensues. Finally, we receive a letter stating that they forgot to tell us they were moving out 30 days before hand, so they are telling us 5 days prior to their move out. They are requesting that we don't charge them the $75+ (under cost, mind you) of cleaning/damage charges they have earned because they lost their apartment keys, put a hole in the wall, and decided not to try and clean their bathroom, stove, walls, cupboards, or vacuum their floor in addition the $465+ they own for not submitting the move-out notification that they agreed to when signing the contract. major portion of rant ends.
What are we doing for our tenants if we literally break our backs to get them that furniture, send them on their merry way without having all the necessary information, or completely relieve them of their financial responsibilities? Well, we won't be able to deliver any more furniture in the near future because we'll be disabled, we will not be able to have future prospective tenants see apartments because we can't find where the apartment keys went, and our previous tenants will understand responsibility even less than they did before. They will suffer in their future jobs, in their future families, and in their relationships. They will not understand that sometimes life requires effort and planning. The future tenants will suffer because our costs will rise and we will need to raise their costs so that we can cover all of the grounds, maintenance, and cleaning services we offer, including apartment updates, and we will need to cut summer activities, informational newsletters and online notices that currently keep the tenants informed and reminded of their contractual responsibilities, fun things available to them, and keep them connected to their communities. We will need to eliminate office hours because we can't afford the electricity, opening socials, health & safety fairs, and more. this is really the end of the previous rant.
What we do makes an impact on those around us. While my place of business is not God, we still have a responsibility to love and teach those we serve. We can't teach if we do everything we can to accommodate our people even when they have not made an effort to take care of themselves. There's a fine line between everything we (as friends, employers, etc.) can do and everything we should do for others, kind of like parents. If mom and dad do everything for their children, then those children may not learn to do things for themselves. If they do nothing for their children, those children may not see the proper way things should be done. Children need to be taught, and as we grow into adulthood we should still be learning.

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