Having strategies in place for improving resident engagement is a plan many Charlotte property management companies are using to keep ahead of competitors and manage daily interactions. This involves using different communication channels and techniques.
Here we outline a few ways to employ these strategies.
Use automated texts, emails, and/or calls to notify your residents about things such as rent reminders, confirmation of requests, and follow-up surveys after maintenance requests have been tended to. Just ensure the messages are short and concise, relevant to the residents (you don’t want them to feel like you’re spamming them with information), and always give the option for residents to opt out of any automated communications. That last one is especially important for residents who have a phone plan that charges them for every text message.
These simple improvements can make you more organized and more engaged with those on your property.
Train Your Team Effectively
To ensure your community is providing the highest-quality service to both current and future residents, review training programs and check in with staff to be sure they have all the tools and resources available to do their jobs more effectively. Having a team educated on the best customer service will make a big difference and help in developing long-lasting relationships.
Have Great Contact Sources
In addition to adding more engagement methods such as texts and emails, also make sure your contact options for residents are highly functioning and available.
For example, having a team available for 24-hour calls can really impress customers and is a far greater alternative than having them reach voicemail, which they may simply hang up on without leaving a message. If that isn’t an option right now, allow residents to schedule maintenance at any time through an easy-to-use online portal. A big reason customers leave a business relationship is due to lack of customer service.
Overall, you want your contact center to align with the culture and services of your property.
Be Clear and Honest with Communication
Be sure not to promise more than you know you can feasibly offer. If a resident calls about a home emergency and the response time is currently delayed, be accurate and direct about expectations. Although it is tempting to say what you know a resident wants to hear to keep them happy, not being honest about delivery times will backfire when that promise is not followed through.
Speak with service contractors and vendors related to the need before giving a sure response time, and have your whole staff engaged to meet expectations on time.
Cedar Management Group can assign your community a professional HOA manager to put a plan in place for improving resident interactions on your property.