Four Ways to Stay on Top with Proactive Customer Service | National Apartment Association

Four Ways to Stay on Top with Proactive Customer Service

A friend recently told me, “I just can’t stay on top; I’m always reacting. I don’t have time to be proactive.” Who doesn’t get that?

No time for sweeping changes? A few small ones can net great results. Consider these four basic tips… all centered around one key aspect of property management—communication!

  1. Set expectations; residents don’t like to be surprised. Surveys show that residents want more communication from their property managers. It’s a fact: people aren’t happy when their expectations aren’t met. Make that work for you.

  2. It’s easier to get the word out than to respond to inquiries. “The parking lot will be closed for repaving on Monday.” “The west gate isn’t working and will be repaired tomorrow.” “Saturday’s pool party will start at 4 PM instead of 3.” How many phone calls, conversations and complaints would these messages save you?

  3. Invite feedback; it helps you plan. “Let me know if you plan to attend.” “Please report storm damages by Friday.” “Respond if you want to help at the cookout.” People like to know their voice counts.

  4.  The right tools make all the difference! A proactive approach depends on you reaching your residents rather than them seeking you. Try putting affordable technology to work with an automated message notification service. Look for features like: one flat rate and use it often; voice, text, and social media messaging to multiple contacts per resident; automatic language translations; and the ability for residents to instantly respond.

“Automated” doesn’t mean impersonal. It means hassle-free set up and maintenance; message scheduling; messages going to everyone at once; and saving money on paper, printing and postage.

A proactive approach takes vigilance. Take advantage of technology to stay on top.