Resident expectations have changed and as we serve our residents we need to shift our approach. It is not just okay to do the minimum and expect the resident to be satisfied, as an industry we must focus on the experience in order for residents to truly enjoy living in the community which leads to renewing their lease.
Read MoreOver the last several years, our industry has become aware of the prospect expectations when it comes to the leasing experience. We have heard loud and clear their desire for flexibility, exceptional user technology experience and access at their fingertips to a subject expert when it comes to having questions. Not only have we become aware, but many Management Companies are realizing they must take action and implement new technology to meet the prospects expectations is necessary, to which many have already implemented technology.
Read MoreThe cliche line, Multifamily is slow to change… on the heels of 2024 our industry I see we need to continue to embrace the change that is needed. I recently asked the Multifamily Insiders Linkedin Group what they saw as the area’s we needed to focus on and Staff came in first with 55% agreeing. Lisa Russell shared her perspective digging into three specific areas.
Read MoreMost people think communication is about what they are saying, however exceptional communication isn’t about what you said, it is about what the other person heard. Every single individual involved in a maintenance request should know what is happening at every step in the process and can get engaged if they need to. Should the resident call to ask what the status of their request, no matter who picks up the phone, that employee should know.
Read MoreEveryone wants to be heard, understood and acknowledged. When you want to put your voice into the room, don't you want others to hear you? And it isn't enough to just be heard. We need people to process our messages and understand them. Understanding actually reinforces our need to be heard. It says "I get what you're saying." But the real pinnacle is to be acknowledged! Acknowledgement doesn't mean you agree with me. Acknowledged means to confirm you have received the information.
Read MoreCovid-19 and remote work opened our eyes to many things, one of which is that emphasis should be on deliverables, productivity, and KPIs, rather than hours spent at work. If one can reach KPI’s and deliverables in 30 hours a week instead of 40, why punish the employee? Let the focus be on output not on hours spent at work. We live in a world where we are all connected via email, slack, social media and in multiple time zones. Let’s continue to work towards normalizing and freely sharing that personal commitments are just as important as the professional ones. If the employee can take a call or be working while their kids are in a sports class or if an employee is taking a call in the car, we should be accepting of the situation.
Read More
