If You Hate Surprises…
You might be a property manager!
OK, we’ll leave the comedy to Jeff Foxworthy. However, daily “surprises” are the bane of nearly all apartment management staff. One of the worst surprises is unexpected turnover… losses that could have been prevented if you had only known there were problems.
In a 2011 SatisFacts Research survey, residents reported the top three factors influencing resident retention:
- Quality of maintenance services
- Safety and security
- Quality of customer service provided by office staff
There’s no questioning the importance of timely communications to keep your residents informed, but if you’re not hearing back from them, you could be missing out on key information. Residents ranked the ability to easily communicate with the community staff fourth in importance of the nearly 50 items analyzed.
Getting feedback after a service call works in your favor. If there’s a problem, it gives you a chance to fix it rather than lose a resident over an unknown, unresolved maintenance issue. If the service went well, it’s over and forgotten for your resident, but confirming that they’re satisfied with your service reinforces a positive memory—a positive perception—that may otherwise have been forgotten. A positive perception is a major factor in the decision to renew.
Take a good look at your resident retention strategies. How convenient is it for your residents to respond? In the same SatisFacts survey, residents reported their preference for multiple communication mediums: cell phones, text messaging and email. Are you reaching your residents in ways that are convenient for them and for you? When it comes to keeping the dreaded turnover surprises at bay, an automated messaging service like One Call Now can work to your best advantage.
SatisFacts Research. (2011). Resident Retention