Blog

Four Ways to Bring Proactive Customer Service to Life

The other day a friend told me, “I spend all my time reacting and putting out fires. I don’t have time to be proactive.” Who doesn’t understand that feeling? The shift to a more proactive approach to customer service doesn’t have to mean sweeping changes. Just a few tweaks can net great results. Consider these […]

Text-Only: Missed Messages and Misunderstandings

Text-only messaging spells missed opportunities Text-only services like to say that everyone texts. Certainly a large percent of the population does… but that’s not “everyone.” So who isn’t texting? The older generations and those who cannot afford data plans. Would it be OK to just exclude them from your communications? There’s no doubt about it; […]

Change Can Be Good

Change is inevitable, except from a vending machine.* Change. Good or not so good? We can all cite examples of not-so-good change: the new job with the micromanaging boss, or the new car that was the biggest lemon on the tree. Then there’s good change. Remember when you had to do most of your holiday […]

A Better Way to Communicate with Residents

If you’re like most property managers, you’ve developed a method for communicating with your residents. You may not stop to think about how successfully it works. You are probably more concerned with making sure you notify every resident about emergencies, utility outages, or maintenance work that affects the whole community. Maybe it’s time to think […]

2015 is here! Are you “going mobile”?

We “marketing types” are always studying the stats…the national trends. We do this, of course, with a keen eye toward understanding which emerging technologies and services will best serve our clients. One intriguing topic for us for some time now has been “mobile technology.” Who’s going mobile? Are you? How much? Sure, it’s easy to […]

Resident Communication is Not One Size Fits All

In property management, communicating with residents is more important now than ever. Long gone are the days when you can post a sign or hand out flyers to inform your residents. Many companies have turned to mass notification services to fix this communication problem. However, some use text-only services as their solution. While this may […]

“You’re Already A Customer, So You Don’t Count”

If your top priority is to attract new residents… read this. I was the only customer at a car rental agency the other day, yet no one would help me. They were too busy answering the phones. I finally gave up and called them. When the service rep realized that the person on the other […]

Text-Only: Missed Messages and Misunderstandings

There’s no doubt about it; text messaging is a hit… but it’s loaded with misses, too. Why use a communication method that most people use, instead of using the methods that all people use? Here we’ll discuss the draw backs of text-only messaging and the advantages of using multiple communication methods to reach your residents. […]

3 Tips for Gaining Control in an Emergency

I saw a news story about how first responders prepare for the unexpected. One official said, “We need to stay familiar with the tools and procedures that are not part of our day-to-day operations. During an emergency, we need to have as much control over the situation as possible.” Now that got me thinking… When […]