2015-11-19 · Facebook (in Russian)

A concierge office instead of a dispatch desk

We are now looking for perhaps one of the most important specialists who could ever work at Liga.

The concierge office is the team that residents of our buildings turn to in order to solve an issue and get help. The work is hard, because not every resident calls for a friendly chat. People usually call with problems, upset that water is leaking from a radiator or something like that is going on.

And the job of the concierge office is to do everything so that the resident is pleasantly surprised by how their problem was solved and how they were spoken to.

At old-style management companies, dispatch desks usually work in such a way that you don't want to call them any more than you have to. We need to break those traditions. We need to make it so that a resident can call or write to the concierge office (not a dispatch desk; we'll leave dispatch desks to the former municipal housing offices), get the problem solved as quickly as possible, and come away satisfied.

[…]

Translated from Russian. First published on Facebook on November 19, 2015.