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Don’t Give Up on New Year’s Resolutions

by Amanda Cupp on January 6th, 2015

They’re not just for losing weight anymore!

New Year’s resolutions have gotten a bad rap. Psychologists say that affirmations are more powerful than merely stating a goal. So, take advantage of the fresh-start momentum that comes with a New Year and try these affirmations at your property.

1. Weigh every cost-saving/cost-cutting action carefully against the long-term effects on retention.
The knee-jerk reaction to rising costs is to cut services, compromise quality and reduce staff. But these actions can also negatively impact residents and ultimately retention.

2. Approach every resident as if their lease renewal decision rested on that single interaction.
And it just might! You may not always know the real reason a resident chooses to leave. But in all cases, your relationship with your residents affects their decision to renew.

3. Maintain an ongoing focus on your staff’s training, communications, performance and satisfaction.
You must remain staff focused if you expect your staff to stay customer focused. Be mindful of the tie between staff satisfaction and resident satisfaction. Attitudes spill over into customer interactions. Nobody likes to work in an unhappy environment… and nobody wants to live in one either.

4. Be vigilant about communicating and following up.
People aren’t happy when their expectations are not met. Keeping residents informed is the best—and easiest—way to set their expectations. Frequent communications from you let residents know that you’re on top of situations and in control. They inspire confidence in your property and help residents feel engaged in the community.

5. “Do what you say you will do” should be your new mantra.
A resident never forgets!

Why not initiate a few of these resolutions this New Year? You just may reap their rewards all year long.

Authored by: Amanda Cupp, Vertical Marketing Manager
Co-authored by: Nick Frantz, National Sales Manager