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Best Practices for Emailing, Calling or Texting Residents

 Emailing, Calling or Texting Residents

Digested from The Balance Sheet, Yardi Corporate Blog

Email still reigns supreme as the best way to communicate with residents, according to the SatisFacts 2017 Online Renter Study, with 88 percent of residents preferring this mode of communication with their apartment community. The second most favored communication method is a call on the cell (73 percent), followed by texting (50 percent).

Whatever communications method you use to update residents, follow these best practices to ensure your missive is relayed as efficiently and effectively as possible.

When emailing:

  • Craft a good subject line. Make it both action oriented (use a verb) and informative. And since many of your residents read email on their phones, keep the subject line short—no more than 50 characters. Use numbers when you can, and use emojis sparingly, if at all.
  • Consider the timing of the email based on the subject. Information about a new coffee house, for example, is probably most helpful first thing in the morning.
  • Make it personal. An email from Jane Smith is more likely to be read than one from Acme Apartments.

When calling:

  • Create a sample script or an outline of your main points so you convey all the information you need to and don’t get sidetracked.
  • Be personable and immediately convey any incentives that the resident might be interested in.
  • Keep it deep—your voice, that is. Deeper voices convey authority, but don’t go crazy with the baritone.

When texting:

  • Make sure you are complying with the Telephone Consumer Protection Act, which means you have written consent to contact residents via text. Include a consent form in the lease agreement.
  • Invest in texting software rather than having staff use their individual phones.
  • Be ready to quickly respond to any questions, since people tend to read and respond to texts more immediately than emails.

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