Generally, I like to focus on the positive perspective. However, this time focusing on how to destroy customer satisfaction and otherwise fail the resident may be a great way to dig into some of the key resident management issues. The ways property managers can fail resident are plentiful and includes items like:
- Failure to office hours that meet the resident's schedule requirements.
- Not maintaining the grounds and common areas in a condition that suits the needs of the residents.
- Failure to respond to maintenance calls. Failure to call in advance before appearing to make repairs. Failure to keep residents abreast of parts orders. Failure to check the condition of apartment systems on a regular basis.
- Failure to provide a warm and welcoming office environment.
- Not managing billing and collections in a professional and courteous manner.
- Failing to properly screen residents.
- Failing to maintain a safe and secure living environment for residents. This means managing crime issues, resident behavior standards, and correcting physical safety factors.
- Not maintaining adequate resources for servicing and supporting the facilities and systems on the property.
- Failing to keep an orderly and happy setting for residents.
The likelihood is we could keep adding to this list for days if we kept at it. The fact is providing great customer service can be simplified by establishing a few basic priorities. These priorities will eliminate the issues and assure efficient operations moving forward.
Great property management implies:
- Maintaining courteous, friendly, and responsive operations at all levels including in the office, from the maintenance staff, and from members of the team on call. This approach applies from the first call whether it is a call or an email.
- Focusing consistently on assuring the systems and approaches evolve with the market place to provide the most responsive business face possible. Today, that means effective Internet advertising, outdoor signage, phone, text, and email management.
- See to it that customers can rely on the staff to perform all routine activities reliably and according to standards normal for business.
- Ensure all buildings, grounds, and systems are maintained in good operating condition and upgrades are made on a regular and routine basies.
Managers who perform in a manner consistent with these points will generally run an efficient and effective community meeting the needs of residents and maintaining good relationships with the contractors who support the property, government organizations that they interact with, and with the community they are a part of.
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