Notes

"Sully Love" - Customers Will Like You More If You Fly Them Into the Hudson River?
"I all smudged. I placed a tenant into an owner's home and they appeared tearing it down and never paying rent. There is no way they're going to ever hire me again..." (Charlotte Property Manager)
"It was crazy, the thing is that. I shot to popularity after which 2 hours later, I landed in Charlotte. I guess technically you can point out that I did my job. But the guy who crashed in to the river, no, he's the hero. It's weird, right?" (Bitter Captain Roger Baines, played by Jason Sudeikis- Saturday Night Live Weekend Update Thursday- 10/2/09)
Captain Chesley "Sully" Sullenberger stumbled on fame since the pilot who flew the 1/15/09 US Airways Flight 1549 from New York to Charlotte. Most people can remember the story; it became national news for weeks for the reason that plane transpired within the Hudson River minutes after takeoff. You would figure that when you're on that flight, you would be really upset! You paid money to stay in Charlotte in roughly two hours, but instead, you were heavily delayed, drenched, your luggage was ruined, and your life flashed before your eyes. All meetings you had on that day needed to be cancelled. Your plans were shot. Your life was endangered. You could are actually contemplating who you may sue. You would certainly never fly US Air again!
You'd appreciate Captain Baines "good pilot" joke later inside Saturday Night Live skit:
Q: What did the nice pilot do when he saw the flock of geese?
A: He avoided them and continued onto Charlotte where he landed seven minutes early
However, Sully became a national hero. What??? Though he saved the lives of his passengers, he still did land in the river which has to get seen as a failure. Was he a seasoned advertising professional who spun the story well afterwards? Hardly. Sully comes across like a soft-spoken guy. His "speech" for the passengers ahead of the crash would have been a brief and hardly eloquent, "Brace for impact." Inexplicably, it didn't matter. The passengers loved him. They were thankful and effusive in praise. No one said they wouldn't fly with him again; the truth is, most would prefer to have him captain their flights in the future. Many Americans said the same thing. How could this happen to be?
The simplest fact is that a majority of people know that things make a mistake. It's inevitable. Sully could do property management Maribyrnong after he hit the flock of geese that caused the engines to fail. As Charles Swindoll said, "Life is 10% products transpires with you and 90% of how you reply to it." Sully calmly position the plane down and salvaged what he could away from a tricky situation. His passengers knew he was in control and is acceptable to ensure their safety.
In property management, picking tenants which will always pay and treat a rental home with respect is surely an inexact science. You try to mitigate risk by performing credit and background record checks, verifying income and employment, and calling past landlords. You collect security deposits and drive by houses to see if they look okay. At the end of the day, however, you do not live with them and cannot force people to fulfill their obligations. It's tough.
But when bad the unexpected happens (plus they will sooner or later), it could be a positive also. It creates a chance to show your clients which you care, it enables you to find out about them personally, and enables you to demonstrate that you simply have a want to correct things. Most of our clients receive their monthly rent (directly deposited within their account) so we rarely get an opportunity to speak to them beyond our initial meeting. But when issues arise, we to develop a bond with these while working to acquire properties back on track.
Paradoxically, the clients whose homes we've had a worry with tend to become life-long customers, while people who receive their rent smoothly every month are the ones I concern yourself with losing. Relationships require give-and-take and often form away from adversity; without it, it is possible to turn into a faceless entity containing no emotional connection.
Out of a disaster, Sully built a bond in one day along with his passengers that few, if any, pilots occasion to have with theirs, even their frequent flyers. Think about it. Who was the pilot of one's last flight? Of your last ten?
So don't cringe when something goes wrong. It will give you the opportunity to get some good of that lasting "Sully Love."
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