Is Your On-Site Staff Hiding in the Back Office?
Does your on-site staff dedicating enough time to customer service, or are they buried by administrative duties? A very easy way to create better relationships with your residents is to make visibility and customer service a priority for your on-site staff. Increasing interaction with residents and potential customers goes a long way in encouraging lease renewals, referrals, and lease signings. So don’t hide away your on-site staff in the back office, increase their visibility and improve resident interaction with these tips:
Cut or reassign administrative duties.
Is your on-site staff so bogged down with processing paperwork, requests, or rent payments that they can’t provide adequate face-to-face time with residents? At the end of the day the administrative tasks need to get done, but residents need to be happy too. Accomplish both by cutting some administrative tasks from your on-site managers and agents, while adding an administrative assistance or having off-site employees lend a hand with admin duties. On-site managers and agents are the staff that your residents see on a day-to-day basis, so the best, easiest way for them to work to your business’ advantage is to help build relationships and put a face to the management.
Make community building a goal.
Residents are more likely to renew their lease if they feel that there’s a sense of community in the complex. Your on-site staff knows the residents best, so task them with coordinating community events or other measures to build resident interaction. Whether it’s starting a game night or providing a coffee bar in the clubhouse, your on-site management will be familiar with the resident demographic and have input on the best strategies to build community. Put them in charge to establish a strong community in your complex – it will result in improved occupancy and reduced turnover. Encouraging residents to build friendly relationships with their neighbors, and have non-business contact with your management will increase your value for a low cost.
More visibility means better customer service.
You may tell your residents that management is always available, but do they see your staff in action, or know that they can approach them in the lobby? Remember that actions speak louder than words – having your on-site staff visible in the front office and actively offering assistance encourages regular interaction, and shows residents that the staff is always available to provide assistance. You’ll increase the touch points you have with residents and boost customer service just by improving your staff’s visibility.