Respect is a two-way street
Let’s talk about resident retention. Although keeping units filled is one of a resident manager’s primary responsibilities, the focus is usually on working up new residents. But what if I told you that you could achieve 100 percent occupancy without ever picking up a rental application? Of course, there will be extenuating circumstances – things that are beyond your control – but you can substantially reduce move-outs on your property by providing exceptional customer service to everyone, at all times.
Are you ready to learn how I’ve successfully achieved my goal of maintaining 100 percent occupancy at my property? It is a simple, two-word process, and it is entirely within your control – respect everyone. I’ve found that to gain and keep the respect of new and existing residents; I must equally give them respect. I do that by treating each person fairly and equally. There are no favorites at my property. Sounds simple, right? Well, it’s not, especially if you live on site.
How to earn respect
The process of giving respect must be intentional and practiced daily. As long as you remain fair and consistent in all that you do, you will earn the respect of your residents. Here are a few tips that have helped me retain residents:
- Remain consistent
- Be fair
- Don’t play favorites
- Avoid personal relationships
- Be friendly, courteous, and professional
- Give each resident your full attention when they visit or call the office
- Listen to the resident’s concerns and respond empathetically
- Document, document, document
If you live on-site, you likely communicate with residents after hours. It is okay to smile and acknowledge a resident’s existence when you run into them during your personal time. Of course, sometimes you may need to remind them that non-emergency issues need to be reported during your office hours but always do so politely and respectfully.
When someone comes to you with an issue during office hours, stop what you are doing, and treat their problem as if it’s your issue. How would you feel if you couldn’t sleep the night before because your neighbor was partying until dawn? Remember, whatever their concern is, it is relevant. Sometimes, they may just want to be heard, and other times, all they need is your reassurance that their concerns are being addressed.
It is also important to remember that for some residents, you may be the only person they have to talk to, especially in a senior community. Make them feel like they are a part of your community by being genuine and listening intently to what they have to say. Stop what you are doing and listen to what they have to say. If you are truly pressed for time, give them a smile, and ask if they can come back later for that chat.
I’ve found that to gain and keep the respect of new and existing residents; I must equally give them respect.
When a resident leaves your office, they should leave feeling valued and with peace of mind, knowing that you will do your best to take care of their needs. Remember, residents are not an interruption to our day. They are our customers, and we must treat them with respect, to earn their respect.