As a Landing Host, your role is invaluable to ensuring that Landing Members have an amazing experience while moving into and living in a Landing Home! For this reason, it is important to demonstrate absolute professionalism whenever working with a Member.
Effective Communication Standards
Don’t promise items/actions/services/compensations to a Member.
While it is very important to listen to all Member concerns, it is not your responsibility to make the decision as to how those concerns should be addressed.
EXAMPLE:
At the time of check-in, the Host & Member discovered there was no furniture on the balcony and the Host guaranteed the Member that HQ would be providing to them furniture for the balcony. This home’s balcony was very small and could not reasonably accommodate a set of patio furniture. The absence of the furniture was intentional and no action was needed here. However, since the Host guaranteed the Member that HQ should have provided the furniture, it created a feeling of inadequate service for the Member since they were made to believe we were not providing them something they were owed. Not all homes will be furnished and stocked with the same items. This is why it is important to report any items that you believe are missing and this will allow HQ to make the determination whether or not the item is needed.
Do not make negative comments about Landing, other hosts, homes, or properties.
EXAMPLE:
The Host doing the Member Check-In job discovers that the Turnover Host and the HQA Host did a very poor job cleaning the Home. They do the best they can to clean the Home before the Member arrives, but it is not to the Landing standard. So, when the Host welcomes the Member into the Home, they apologize that the unit is not as clean as it should be and it’s because the prior 2 Hosts did a horrible job and Landing HQ did nothing to ensure it would be cleaned in time for the Check-In. While that Host’s frustration is understandable, it is not appropriate nor professional to advise a Member of these issues. It creates uneasiness for the Member and will likely lead them to believe they have made a mistake in choosing to be a Landing Member. We want our Members to feel welcome, appreciated, and supported and negative comments about the company, does not accomplish that. The Turnover Host and the HQA Host should have done a better job and it is unacceptable that they left the Home unclean. When a situation like this happens, HQ should be informed so that issue can be handled internally and appropriate action taken to prevent this from happening again.
Do not make comparisons between properties or negative comments about a property.
EXAMPLE:
As a Host is showing a Member around the Home and Property, they make the comment, “All of the other Landing Homes that I have seen have been much more modern and attractive. This Home is very outdated and I’m surprised this is even a Home that Landing offers to Members.” Landing offers a very broad variety of Homes to our Member and each property is unique. Members typically choose their Homes according to what they can afford and where they need to be located for a job, family, medical treatment, etc. By implying that this Home is of a lesser quality than our other Homes, this will likely make the Member feel like they made a bad choice which causes them to contemplate whether or not being a Landing member was a wise financial decision. We always want to instill confidence in how our Members feel about their Homes and their membership with Landing.
Take ownership of your role as a Host and representative of Landing.
When on a job, you will likely encounter unexpected issues. Many of these issues are things that can be easily resolved while others will be more complex. For the easy-to resolve issues, take ownership of the issue and do everything within your ability to resolve the issue. For more complex issues, take ownership of relaying the necessary information to HQ immediately so we can make a resolution decision and take the required action(s).
EXAMPLE:
A Host is unlocking the door to the Home where she is about to start a Turnover clean. A Member who lives in another unit in the building notices the Host is wearing a Landing shirt and approaches her to let her know that her Home does not have a vacuum or mop bucket and wants to know if the Host can bring those things to her unit today. The Host tells the Member that is not her job and tells her to just contact our HQ customer service to request these items. This was not how this should have been handled. While that may not be the Host’s job, her communication to the Member was dismissive and unconcerned. Vacuums and mop buckets should be available in each Home for our Member’s to use while living there. If those items are missing, HQ needs to know about it ASAP so a job can be created for a Host to pick up those items from a store and deliver them to the Member. The Host should have told the Member that she is about to start a cleaning job and is unable to bring those items to her, but she would be happy to inform HQ of the missing items so HQ could make sure to get those items to the member and then chat in through the Host App about the missing items. If she had the availability in her day and wanted to pick up another job, the Host could have contacted HQ and advised of the missing items and volunteered to complete that job after the Turnover to make sure the Member got the items they needed that day.
Do not make comments about the prior state of the unit, prior occurrences at the property, or prior members.
EXAMPLE:
A Host informs a Member during check-in that the unit looks great and smells great now, but it was pretty terrible before the Turnover clean was done because the prior Member was mentally unstable and had 7 cats living there who urinated on the rugs and furniture. She also felt the need to tell the Member that there had been a shooting across the street from the Home the week before. Not surprisingly, these comments made the Member feel uneasy about the Home and unsafe in living in that area. We encourage our Hosts to be very personably and friendly. However, make sure any all conversations with Members are motivated by your desire to make them feel cared for and welcome in their Landing Home.
When going to an occupied home, contact the Member prior to entering.
Whether or not the member will be there at the time, it is their Home and they should be informed of anyone who enters.
EXAMPLE:
A Member moved into the Home with the knowledge that the Home was missing a dining room chair and that the chair has been ordered and will be delivered within 3-5 days of their move-in. The Host who is delivering the chair never bothered to reach out to the Member to inform them of the time they would be at the Home. Once the Host arrives, the knock on the door and when no one answers, they let themself into the Home using the access instructions included with the job. When the Member arrives back at the Home after work, they notice that the chair has been delivered and they are very bothered that someone came in their Home without their knowledge. We must be respectful of our Member’s privacy and personal space. Making sure they are informed of when someone will be entering their home, we are giving them the opportunity to make plans to be in the Home at the time or at least make sure the Home is in a state in which they feel comfortable with allowing others to see.
Members have the right to be in the Home during a Member Home Cleaning.
If the Member has chosen to remain in the Home during the job, please be polite and professional in your interactions with them and allow them the opportunity to ask you any questions they may have or if they have any specific cleaning requests. This lets the Member know that their concerns and opinions are valued and it is our priority to provide to them the level of service that meets their expectations.