Let's Improve the Customer Experience
Aug 1, 2024
6 min read
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Can we shift the conversation from "I'm going to disrupt the space," "We're going to disrupt the space," and "It's time to disrupt the space" to focusing on the customer experience?
Let's talk about it.
Challenges like leasing outcomes, reputation, maintenance, and financial performance clearly show when a property needs changes or new strategies. Lately, this has been more evident. There's a lot of talk about centralizing operations because costs are rising and properties aren't doing as well as before. These talks are helpful, but they make you wonder how often the people suggesting new ideas actually visit their properties, talk to staff and residents, and check the condition of their assets.
It's crucial to remember that effective property management is not just about cost-cutting but also about enhancing the value and livability of the properties.
Centralizing operations could streamline processes, yet it's equally important to ensure that such changes don't disconnect decision-makers from the day-to-day realities on the ground. Regular site visits and open communication channels with both staff and residents are essential for informed decision-making and maintaining high standards of service.
Over my years in the industry, I've participated in countless meetings focused on cost-cutting strategies, such as when maintenance costs escalate. I've witnessed discussions on declining leasing results. At times, an asset may suffer from reputation management issues, or an owner might be dissatisfied with their property's performance. Often, a single issue plagues the property, but more often than not, there's a straightforward solution: superior customer service.
Superb customer service is fundamental to any successful multifamily management operation.
As properties evolve and resident expectations shift, it's vital to adhere to the basic strategies that epitomize excellent customer service. It's more than mere friendliness; it's a dedication to serving your residents. This means being available to answer calls, swiftly returning missed ones, promptly addressing maintenance issues, and conducting regular preventative maintenance. It requires properly staffing your property, nurturing the staff so they can in turn look after the residents, and ensuring accountability when needed. Indeed, accountability in customer service ought to be positive and constructive. Living somewhere where your needs are overlooked would understandably lead to frustration. No one likes to feel their money is wasted, particularly the full rent amount. That's exactly the sentiment when one's needs are disregarded.
Managing a property is about taking pride in your work, which goes beyond just showing off. This includes providing top-notch customer service, ensuring the property looks great, and truly caring for others.
It's more than just a job—it's a dedication to being the best.
The effort you put in matches the rewards you get out. I always tell my team that if they're not having fun at work, something's not right. Organizing events and activities for residents doesn't have to be expensive to be fun and create a friendly community.
There was a resident I recall who would bring me a homemade peach cake every Wednesday, despite not knowing that I am not particularly fond of sweets or peaches. Nevertheless, we would engage in conversation for ten minutes, and witnessing her happiness made the gesture meaningful. Her joy was important to me, and so was the cake. She remained a part of our community for numerous years.
That's a lot of talk, Moxie Talks... but where do we start when it comes to delving into the basics of customer service? Don't worry, we've got it covered.
Getting Back to the Basics of Customer Service in Multifamily Management
Here are a few key basics to refocus on:
Communicate Promptly: Promptly addressing residents' concerns and inquiries is crucial. Your team should strive to reply to emails, phone calls, and maintenance requests as swiftly as possible, preferably on the same day. It's essential to establish clear expectations regarding response times. Enhancing this process could involve setting up an automated system that acknowledges the receipt of inquiries and indicates when a follow-up will occur. Moreover, providing consistent updates on maintenance requests can significantly boost resident contentment and confidence in the management's effectiveness and responsiveness.
Personalized Interactions: It's important to view residents as unique individuals with distinct needs, not merely as entries in your property ledger. Strive to recall their names and personal details. Customize your communications and services to align with their individual preferences as much as possible. Such a personalized approach not only builds community but also promotes resident retention. Engaging with residents personally shows that your property is more than a residence—it's a community where they are appreciated and acknowledged. Adopting a resident-centric philosophy can greatly improve the living experience and resident satisfaction.
Active Listening: Make sure to listen carefully to understand the residents' concerns thoroughly. Let them speak freely without interruptions. Echo their comments to show that you comprehend their situation. This method not only acknowledges their emotions but also fosters trust. Proceed with insightful questions that delve into their problems. Doing so will aid in collecting essential insights and developing solutions that genuinely address their needs.
Follow-Up with Customers: Customer service goes beyond the first point of contact. Following up on issues once they're resolved is crucial for ensuring resident satisfaction. Keep residents informed about the progress of community projects. Moreover, actively request feedback on the solutions offered. This approach not only shows dedication to service quality but also aids in pinpointing areas needing enhancement. Employ surveys or brief polls on the community portal to measure the success of your solutions and keep communication channels open.
Consistent Reliability: Consistency builds trust. Stick to the commitments made to residents. Implement a regular schedule for property maintenance to ensure dependability. This approach will not only enhance resident satisfaction but also aid in preserving the property's value. Conducting routine inspections and addressing repairs swiftly can avert minor issues from becoming major expenses.
Professionalism: Maintaining professionalism at all times is crucial, no matter the situation. Remain composed and courteous, even when faced with pressure. Present yourself through your attire and conduct in a way that casts your company in a good light. Such behavior not only promotes a culture of respect at work but also bolsters your personal image and the reputation of your organization. Bear in mind that each interaction presents a chance to showcase your dedication to excellence and to strengthen trust with both clients and coworkers.
Empathy and Understanding: Engaging with residents effectively involves demonstrating empathy. Recognize their emotions, particularly during times of distress or difficulty. Strive for solutions that gain universal acceptance. Active listening is crucial in such scenarios. Dedicate time to genuinely understand their issues and acknowledge their emotions prior to addressing the problems. This method aids in reducing conflict and also builds community and trust. Collaborative efforts towards finding solutions guarantee that our choices consider and respect the needs of all involved.
Continuous Improvement: Solicit feedback to improve your services. Consistently carry out surveys to assess resident satisfaction and make changes based on this feedback for concrete improvements. Cultivate a sense of community among residents by organizing social events and activities that promote interaction and foster a sense of belonging. This will not only improve their living experience but also contribute to a positive environment within the property.
Emphasizing essential principles enables apartment management to establish a friendly environment that retains current residents and entices new ones. Providing excellent customer service involves recognizing that our role extends beyond property management to nurturing homes and communities. This overarching concept should inform all our dealings, whether addressing maintenance issues or coordinating social gatherings. Our objective is to foster a strong community spirit and instill a sense of pride, resulting in increased resident satisfaction and reduced turnover rates. By offering prompt responses and personalized attention, we can distinguish ourselves in a competitive market.
If you have questions about improving your customer service, don't hesitate to reach out to us. We are happy to assist!
Talk soon!
DC & Mox
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