Notes

"Sully Love" - Customers Will Like You More If You Fly Them Into the Hudson River?
"I messed up. I placed a tenant into an owner's home and they also appeared tearing it instead of paying rent. There is no way they're going to ever hire me again..." (Charlotte Property Manager)
"It was crazy, you see. I became popular then 2 hours later, I landed in Charlotte. I guess technically you can claim 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. visit this website can remember the story; it became national news for weeks since the plane took place inside the Hudson River minutes after takeoff. You would figure if you're on that flight, would certainly be really upset! You paid money to be in Charlotte in roughly 2 hours, but alternatively, you're heavily delayed, drenched, your luggage was ruined, along with your life flashed before the eyes. All meetings you had tomorrow had to be cancelled. Your plans were shot. Your life was endangered. You could happen to be thinking of who you can sue. You would certainly never fly US Air again!
You'd appreciate Captain Baines "good pilot" joke later inside the Saturday Night Live skit:
Q: What did the good pilot do when he saw the flock of geese?
A: He avoided them and continued to 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 a very river which includes to get viewed as an inability. Was he a practiced pr professional who spun the storyline well afterwards? Hardly. Sully comes across being a soft-spoken guy. His "speech" on the passengers prior to crash was obviously 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; in fact, most would rather make sure he can captain their flights within the future. Many Americans said exactly the same thing. How could this are actually?
The simplest response is that most people are aware that things make a mistake. It's inevitable. Sully could do little after he hit the flock of geese that caused the engines to fail. As Charles Swindoll said, "Life is 10% of the transpires with you and 90% of how you reply to it." Sully calmly place the plane down and salvaged what he could away from a difficult situation. His passengers knew he was at control and is acceptable to make sure their safety.
In property management, picking tenants who will always pay and treat a rental home with respect is surely an inexact science. You try to mitigate risk by performing credit and criminal record checks, verifying income and employment, and calling past landlords. You collect security deposits and drive by houses to ascertain if they look okay. At the end of the day, however, you don't accept them and can't force website visitors to fulfill their obligations. It's tough.
But when bad unexpected things happen (plus they will eventually), it can be a positive too. It creates a way to show customers which you care, it allows you to find out more on them personally, and enables you to demonstrate that you just have a intend to correct things. Most of our clients receive their monthly rent (directly deposited within their account) so we rarely get an opportunity to talk with them outside our initial meeting. But when issues arise, we to create a bond with them while attempting to get their properties back on track.
Paradoxically, the clients whose homes we've got had an issue with tend to be life-long customers, while people who receive their rent smoothly monthly are the ones I concern yourself with losing. Relationships require give-and-take and frequently form away from adversity; without it, you'll be able to become a faceless entity that has no emotional connection.
Out of a disaster, Sully built a bond in a single day regarding his passengers that few, if any, pilots is ever going to have with theirs, even their frequent flyers. Think about it. Who was the pilot of the last flight? Of your last ten?
So don't cringe when something fails. It will give you an opportunity to get some of that lasting "Sully Love."
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