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H OW TO M ANAGE P ROPER TY L IKE T RUMP

“Workspeed.” If a tenant has a complaint of any kind, such as an elec-
trical malfunction, he logs onto Workspeed and furnishes details of
the nature and location of the problem. This information is immedi-
ately sent by Workspeed to the person responsible for electrical main-
tenance. That person logs in the time the complaint was received, who
will respond, and when it will be corrected. All of this information also
goes to the building office enabling it to monitor the problem and the
efficiency of the repair crew. This procedure bypasses busy telephones
in the building office, prevents a repair person from saying I never got
the complaint, and eliminates a claim by an irate tenant saying, “I’ve
called five times and haven’t gotten any response.”
The following anecdote portrays the kind of customer service
that real estate investors can learn from. Just recently, I was about to
enter a particular non-Trump casino, and there was a security guard
sitting at the podium perhaps eight feet from the entry doors, which
had to be opened manually. She saw me coming, got up from her
chair, greeted me with a friendly smile and a good morning sir, and
walked over to the entryway to open the door for me. When I en-
tered the casino, it looked very clean and well-maintained. The re-
sult was that it made me feel like someone special. Now whether she
did this courteous act on her own, or she was trained in customer
service I don’t know. What I do know is that three months earlier
when I entered the same casino precisely at the same entryway, the
security guard sitting at the same podium never even looked up and
acknowledged me. The little extra effort by a courteous security
guard made a very positive impression on me. Now if you owned this
property, wouldn’t you want all your employees to make this kind of
impression on customers?
If there are several casinos all bunched together in the same
spot, and each one essentially offers the same types of gambling
games, most players will prefer the casino that makes its customers
feel special.

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