Why The Customer Is Not Always Right: Countering Competitor Disinformation

Join Kerry W. Kirby and Jimmy Lancaster, the masterminds behind the Multifamily Tech Gurus Podcast Series, as they explore the complex dynamics of customer expectations and how various sources of disinformation can influence and often distort those expectations. They discuss how misinformation, whether intentional or accidental, can come from an array of sources, including one of your competitors.

Kerry and Jimmy delve into how the impact of inaccurate information can lead to unrealistic expectations, misunderstandings, and potential dissatisfaction among customers. They share some real-world examples, illustrating how competing narratives and false claims can quickly throw things into a tailspin, making it difficult for providers to manage customer expectations effectively. They discuss how multifamily businesses can proactively address misinformation, build trust with their audience, and ensure that their own messaging is accurate and reliable.

Throughout the episode, the duo also offers strategies to combat the effects of disinformation, stressing the importance of clear communication and transparency. By providing valuable insights and practical advice, Kerry and Jimmy aim to equip listeners with the tools they need to navigate the challenges posed by disinformation and succeed in the ever-evolving multifamily industry.

Kerry and Jimmy’s Words of Wisdom: "It is critical for property management teams to question the motives of those that point to flaws in the systems you are using, as many subpar providers use these tactics as sales tools. On the other hand, providers should proactively educate their customers about their capabilities and provide accurate information to set realistic expectations.”

Resources: Empowering Results Matter