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What are the best social media strategies for improving tenant satisfaction and retention?

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As a property manager, you know how important it is to keep your tenants happy and loyal. But how can you use social media to enhance your tenant satisfaction and retention? In this article, we'll share some of the best social media strategies for improving your tenant communication, engagement, feedback, and loyalty.

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1 Use multiple platforms

Don't limit yourself to just one social media channel. Different platforms have different audiences, features, and purposes. For example, you can use Facebook to create a community group for your tenants, where you can share news, updates, tips, and events. You can use Instagram to showcase your property's features, amenities, and testimonials. You can use Twitter to respond to tenant queries, complaints, and compliments. And you can use YouTube to post video tours, tutorials, and reviews. By using multiple platforms, you can reach more tenants, cater to their preferences, and showcase your property's value.

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Jessica Pope

Marketing Manager at SatisFacts Research
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SatisFacts just released the online renter study, which asks verified renters across the country about their preferences, including social media. The big takeaway is that many (about 75%) don't actively engage with their company/community's social media, so there has to be consistent communication to promote engagement (even incentives) to build engagement. The top reasons renters say they will follow and engage with social media pages are: to get news/updates about the community, to see a calendar of events and activities, and to look at photos and videos from resident events. Communities should be actively engaging in "real-life" with their residents, and then sharing that lifestyle on their social platforms to build a sense of community.

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Syed Haris ??

CX strategist @ Yegertek | AI and Loyalty solution Consultant
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As rightly said to not limit yourself to one social Media platform it is important to note, meet your Tenants where they are. Where they hangout or discuss their challenges within community thats the place Property management companies have to dedicate time. Owner's association apps are also available in the market to create your own social media to post Notices, Events and engage the tenants.

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Robert Smith

Principal Broker, Owner, Commercial Sales & Leasing Agent
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For social media specifically, I would consider a group Facebook page where tenants can reach out to you directly and you can update them on information about the company and the local area or any changes that may be coming. I would monitor the comments closely and respond as soon as you are able to show you are active and care about the tenants wants/needs. We have a platform built into our management system which allows us to communicate effectively with our tenants and landlords which has been great. I also agree with many here, be where your tenants are and don't choose just one platform.

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2 Create valuable content

The key to social media success is creating content that your tenants find valuable, relevant, and engaging. You want to provide them with information, education, entertainment, or inspiration that relates to their needs, interests, and goals. For example, you can create content that helps them save money, improve their living space, solve common problems, or learn new skills. You can also create content that highlights your property's benefits, such as location, security, maintenance, or customer service. And you can create content that showcases your tenant appreciation, such as rewards, incentives, contests, or shout-outs.

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3 Encourage interaction

Social media is not a one-way street. You want to encourage your tenants to interact with you and with each other on your social media platforms. This way, you can build trust, rapport, and loyalty with your tenants, and create a sense of community and belonging among them. To encourage interaction, you can ask questions, solicit feedback, run polls, host live sessions, share user-generated content, or start discussions. You can also respond to comments, messages, and reviews promptly and professionally, and acknowledge positive and negative feedback.

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Smart Chick Megan Orser, CALP,HCCP CPM Candidate

CEO & Business Strategist at Smart Apartment Solutions & Smart Moves ?? National Speaker ?? Two Time NAA Excel Award Winner @smartapartmentsolutions , @smartmovesmngmnt
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I often get asked after I teach a class on IG or TikTok how to get more engagement on the students account and I like to ask how they are engaging with others? Often times we miss the key opportunity to spend our digital currency, liking, commenting, sharing and engaging with others. The more we engage with others, the more others will engage with you. Engagement is a two way street, so go spend that digital currency!

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4 Monitor and measure

To improve your social media performance, you need to monitor and measure your results. You need to track and analyze your social media metrics, such as reach, impressions, engagement, followers, clicks, conversions, and sentiment. These metrics can help you understand how your tenants perceive your property, what they like and dislike, what they want and need, and how they behave and respond. You can use tools like Google Analytics, Facebook Insights, Instagram Insights, or Twitter Analytics to collect and visualize your data. You can also use tools like Hootsuite, Buffer, or Sprout Social to manage and optimize your social media campaigns.

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5 Adapt and improve

Based on your monitoring and measurement, you need to adapt and improve your social media strategies. You need to identify what works and what doesn't, what attracts and what repels, what satisfies and what frustrates your tenants. You need to test different types of content, formats, tones, frequencies, and timings to see what resonates with your tenants. You need to experiment with new trends, features, and platforms to see what appeals to your tenants. And you need to update and refine your social media goals, objectives, and tactics to align with your tenant satisfaction and retention.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Jodie Schickerling ???

Director | Estate Agent ? Property Manager ◆ Commercial Property Consultant
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Social media is great, but one of the best ways to ensure tenant satisfaction and retention is to have an online tenant portal. This is a good more personalised platform than social media and gives tenants a feeling of belonging, importance and worth. Like other social media platforms: - respond to all comments - provide valuable content - share important news and updates - always keep tenants in the loop

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What are the best social media strategies for improving tenant satisfaction and retention?

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3

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5

6

1 Use multiple platforms

2 Create valuable content

3 Encourage interaction

4 Monitor and measure

5 Adapt and improve

6 Here’s what else to consider

Property Management

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What are the best social media strategies for improving tenant satisfaction and retention?

1

2

3

4

5

6

1 Use multiple platforms

2 Create valuable content

3 Encourage interaction

4 Monitor and measure

5 Adapt and improve

6 Here’s what else to consider

Property Management

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