--- title: "Good Customer Service: The Key to Tenant Satisfaction and Retention" description: Elevate your customer service with Nan McKay's Customer Service in Housing course—self-paced training to enhance tenant satisfaction and agency success. image: https://blog.haigroup.com/hubfs/Customer%20Service%20in%20Housing2.jpg --- [Skip to content](https://blog.haigroup.com/good-customer-service-the-key-to-tenant-satisfaction-and-retention#main-content) [![hai-logo-KO-256px](https://blog.haigroup.com/hs-fs/hubfs/hai-logo-KO-256px.png?width=256&height=57&name=hai-logo-KO-256px.png "hai-logo-KO-256px")](https://www.haigroup.com/) - SEARCH - [Housing Training Institute](https://blog.haigroup.com/tag/housing-training-institute), - [Affordable Housing](https://blog.haigroup.com/tag/affordable-housing) # Good Customer Service: The Key to Tenant Satisfaction and Retention ![](https://blog.haigroup.com/hubfs/Customer%20Service%20in%20Housing2.jpg) - January 14, 2025 ![Mike Torelli | Manager, Marketing and Communications | HAI Group](https://blog.haigroup.com/hubfs/MikeTorelli_Edited-1.jpeg) [Mike Torelli | Manager, Marketing and Communications | HAI Group](https://blog.haigroup.com/author/mike-torelli) [\< Back to Resource Center](https://blog.haigroup.com) In the multifamily housing industry, exceptional customer service isn’t just a bonus—it’s essential. Tenants are far happier and more likely to stay when interacting with well-trained staff who can efficiently address concerns about their community, unit, or shared facilities. HAI Group Online Training offers the *[Nan McKay Customer Service in Housing](https://www.haigrouponlinetraining.com/public/contentdetails/243859/customer-service-in-housing)* course to support housing agency employees in delivering top-tier service. Led by Adam Ensalaco, senior trainer and consultant at Nan McKay and Associates (NMA), this course equips staff with proven strategies to improve customer service delivery—benefiting individual employees, management, and the agency as a whole. #### Flexible, self-paced learning for your team With [HAI Group Online Training](https://www.haigrouponlinetraining.com/public/trainingcatalog.aspx), your team can access this course—and over 100 additional classes and certification programs—at their convenience. Staff can complete lessons online, from the office or home, at a pace that suits their schedule, without the need for travel or extended absences. Online Training's [subscription service](https://www.haigroup.com/housing-training/) provides learners access to hundreds of courses in addition to discounts on courses and certifications. [![I Want To Subscribe](https://no-cache.hubspot.com/cta/default/20790879/interactive-184902564234.png)](https://blog.haigroup.com/hs/cta/wi/redirect?encryptedPayload=AVxigLKHZsc%2Bdgos7DiEN4125NWO%2FcsrJsagkEJVTwym1YHdJoz3jfJddlKpIc6LCGhdBWvAi7Gt2CE4%2BP1TgDgCyMQrNL5iZNfD%2FVzCD3eU9E%2FAJbvNm2UEHFLwX%2FE3ZBr%2FjvUN7ZwKRnyeYXF8wxTgTc2s2iGJT%2BFxq85ejuMsHyhHKwnj3KxQVkOVUc7U61%2FekwjoxTmZTvCUn1z3khixuzuuoL4Qx9I672khUMLP&webInteractiveContentId=184902564234&portalId=20790879) [*Customer Service in Housing*](https://www.haigrouponlinetraining.com/public/contentdetails/243859/customer-service-in-housing) is one of the dozens of HAI Group Online Training offers in partnership with Nan McKay to provide learners with access to the expertise of NMA staff through a virtual training experience. [![Customer Service In Housing](https://no-cache.hubspot.com/cta/default/20790879/interactive-183699136549.png)](https://blog.haigroup.com/hs/cta/wi/redirect?encryptedPayload=AVxigLIMCz3gUZdjLjspS33aLU0B3uA6k3BF7TlnTon22zp5jBruM7dLumGyFsgwA7MOsejCK8Iu7HBVNIqTeOH192QBuXMIU7PgyEIFj5xHJcUPmDsxlYRQnusrO9vxj4OLOCuXrIHZ7EJofUWLvUGuKArMy%2Bvo6bJmKlaBRkXoQnK1JQ8%2BvXOgXHP3NUyAH139JSI1KInaKkm9wKJkX92odwXVPfd9jMiZdQknC9yw71YrnvaDw29z3PVdSx4x5WPtaaFkn2PWSW%2Fnvx4WWhh1BVLqg3jtric%3D&webInteractiveContentId=183699136549&portalId=20790879) ## Why does customer service matter? ![Customer Service in Housing](https://blog.haigroup.com/hs-fs/hubfs/Customer%20Service%20in%20Housing.jpg?width=436&height=290&name=Customer%20Service%20in%20Housing.jpg)According to NMA, while people typically share good experiences with six to eight others, they’ll share poor experiences with at least 20. Those 20 individuals may then tell two or three more people each. Poor customer service isn’t just a missed opportunity—it’s a reputational risk. In [Customer Service in Housing](https://www.haigrouponlinetraining.com/public/contentdetails/243859/customer-service-in-housing), participants will learn how to: - **Expand their definition of service** and deliver a more personalized approach. - **Identify key customer groups**, including residents, owners, and the broader public. - **Understand customers’ unique backgrounds** and perspectives. - **Cultivate a customer-friendly attitude** to build long-term relationships. ## Self-directed vs. service-directed agencies Is your agency self-directed or service-directed? Self-directed agencies prioritize internal goals, while service-directed agencies prioritize customer needs. This course helps agencies identify where they stand and offers actionable insights to align with service-first values. ### Signs you are a self-directed agency include: - **Recognizing staff** who focus on company goals, not good service. - **Prioritizing** approval from managers, not customers**.** - **Promoting employees** based on seniority and favoritism, not merit. - **Training staff** on job functions, but not the job’s essence. ### Signs you are a service-directed agency include: - **Recognizing staff** who balance job efficiency with customer satisfaction. - **Having supportive managers** who give staff the tools to provide quality service. - **Promoting employees** based on good service skills as well as seniority. - **Training** **staff** with a focus on both technical and interpersonal skills. ## Practical tools to enhance customer service skills In addition to learning ways to expand your customer service skill set, [Customer Service in Housing](https://www.haigrouponlinetraining.com/public/contentdetails/243859/customer-service-in-housing) provides you with: - A six-step process for dealing with upset customers. - General guidance to increase your customer service, such as ways to use plain language to boost communication with customers. - Different technical approaches, such as etiquette when interviewing people with disabilities. - A deep dive into different working styles to help you understand how different styles impact the customer service experience. ## Bottom line Whether for annual staff training or onboarding new hires, [Customer Service in Housing](https://www.haigrouponlinetraining.com/public/contentdetails/243859/customer-service-in-housing) offers practical tools, group activities, and valuable insights to elevate your agency’s customer service approach. Happier customers start with well-trained teams. [![Customer Service In Housing](https://no-cache.hubspot.com/cta/default/20790879/interactive-183699136549.png)](https://blog.haigroup.com/hs/cta/wi/redirect?encryptedPayload=AVxigLIMCz3gUZdjLjspS33aLU0B3uA6k3BF7TlnTon22zp5jBruM7dLumGyFsgwA7MOsejCK8Iu7HBVNIqTeOH192QBuXMIU7PgyEIFj5xHJcUPmDsxlYRQnusrO9vxj4OLOCuXrIHZ7EJofUWLvUGuKArMy%2Bvo6bJmKlaBRkXoQnK1JQ8%2BvXOgXHP3NUyAH139JSI1KInaKkm9wKJkX92odwXVPfd9jMiZdQknC9yw71YrnvaDw29z3PVdSx4x5WPtaaFkn2PWSW%2Fnvx4WWhh1BVLqg3jtric%3D&webInteractiveContentId=183699136549&portalId=20790879) --- *This article is for general information only. HAI Group makes no representation or warranty about the accuracy or applicability of this information for any particular use or circumstance. Your use of this information is at your own discretion and risk. HAI Group and any author or contributor identified herein assume no responsibility for your use of this information. You should consult with your attorney or subject matter advisor before adopting any risk management strategy or policy.*   The information presented is for general reference only. HAI Group makes no representation or warranty about the accuracy or applicability of this information for any particular use or circumstance. Your use of this information is at your own discretion and risk. HAI Group and any author or contributor identified herein assume no responsibility for your use of this information. You should consult with your legal, professional or subject matter advisor before implementing any new strategy or policy. HAI Group® is the registered trademark of Housing Authority Risk Retention Group, Inc. and its related companies. For a complete list of HAI Group companies, visit www.haigroup.com. Products or services may not be available in all jurisdictions. Certain property and casualty coverage may be provided by a risk retention group or a surplus lines insurer or by a third party. Risk retention groups and surplus lines insurers do not participate in state guaranty funds and their insureds are not protected by such funds. Don't Miss This ## Related Content [![](https://blog.haigroup.com/hubfs/AdobeStock_418722049.jpeg)](https://blog.haigroup.com/from-mitigation-to-maintenance-top-online-training-courses-for-housing-professionals) - January 14, 2025 ### [From Mitigation to Maintenance: Top Housing Training Institute Courses for Housing Professionals](https://blog.haigroup.com/from-mitigation-to-maintenance-top-online-training-courses-for-housing-professionals) August 7, 2024 As a housing professional, you juggle various responsibilities, including customer service, mitigation, mediation,... [Read more](https://blog.haigroup.com/from-mitigation-to-maintenance-top-online-training-courses-for-housing-professionals) [![](https://blog.haigroup.com/hubfs/Imported_Blog_Media/iStock-877226544.jpg)](https://blog.haigroup.com/hai-group-customer-service-made-for-the-multifamily-affordable-housing-industry) - January 14, 2025 ### [Discover Customer Service Made for (and by) the Affordable Housing Industry](https://blog.haigroup.com/hai-group-customer-service-made-for-the-multifamily-affordable-housing-industry) March 15, 2022 Insurance isn’t optional for multifamily affordable housing organizations (or anyone, for that matter). To that end,... [Read more](https://blog.haigroup.com/hai-group-customer-service-made-for-the-multifamily-affordable-housing-industry) [![](https://blog.haigroup.com/hubfs/NPSSurvey-01.png)](https://blog.haigroup.com/how-hai-group-uses-nps-to-improve-the-member-experience) - January 14, 2025 ### [How HAI Group Uses NPS to Improve the Member Experience](https://blog.haigroup.com/how-hai-group-uses-nps-to-improve-the-member-experience) April 18, 2025 As an HAI Group® policyholder or member, you’ve probably encountered the acronym NPS in emails, printed materials, or... [Read more](https://blog.haigroup.com/how-hai-group-uses-nps-to-improve-the-member-experience) ![HAI Group](https://blog.haigroup.com/hubfs/raw_assets/public/Thrifty%20child/images/hai-logo-footer.png) - [Online Privacy Policy](https://www.haigroup.com/privacy-policy/) - [California Privacy Rights](https://www.haigroup.com/wp-content/uploads/2024/11/HAI-Group-CA-Privacy-Rights-Notice-1.pdf) - [Terms of Use](https://www.haigroup.com/terms-of-use/) ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Mike Torelli | Manager, Marketing and Communications | HAI Group", "url" : "https://blog.haigroup.com/author/mike-torelli" }, "dateModified" : "2025-01-14T16:11:08.439Z", "datePublished" : "2025-01-14T16:11:07.000Z", "headline" : "Good Customer Service: The Key to Tenant Satisfaction and Retention", "image" : [ "https://blog.haigroup.com/hubfs/Customer%20Service%20in%20Housing2.jpg" ], "mainEntityOfPage" : { "@id" : "https://blog.haigroup.com/good-customer-service-the-key-to-tenant-satisfaction-and-retention", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://blog.haigroup.com/hubfs/HAIGroup%20PMS2186C%20400X100-300dpi-1.png" }, "name" : "HARRG" } } ```