The tenant as co-maker of their service experience
The tenant comes first. That’s the Utrecht housing cooperative Mitros’ starting point for delivering services. How do you make that happen, in practice? How do you ensure that the employee but also the tenant can perform optimally? In collaboration with Comparable and Visually Yours, we talked to tenants and employees about their experiences and needs with home repairs.
We looked at the employee’s perspective in several workshops with the specially assembled Cross Functional Team of employees. A cross-section of the entire organization.
They were informed about theory and methods to improve customer friendliness. And got to work as Raging Reporters. They started listening differently and asking different questions than they are used to. We examined the tenant’s perspective by talking to various social tenants about their repair needs. But also their own repair behavior! The result was a customer journey and various tenant behaviors around service repair.
In the ‘Sweet spot’ workshop it all came together. We started from the fault report and established in co-creation that the tenant, at his first contact, helps to determine how the service process goes. The tenant as co-maker of his own service experience!
