How can you use digital channels to improve tenant satisfaction and engagement?

I love using Entrata. It is all encompassing, and conversations stay on the account. Having the conversation logs digitized has been key for any litigation. We document every interaction and it only takes a moment. I think in the modern age of business that documentation is important when dealing with tenants. This also ensures the integrity of the information as many times it is keyed in the residents' own words. We can also effectively serve more guests through the contact us function on the Resident app. We help residents download the app at move in. This keeps the phone clear for emergency calls or new business. Less distractions have resulted in even better customer service helping us stay in the top 250. Work smarter....

The platform used to communicate with tenants should depend on whether the tenants are long term (lease) or short term (vacation rentals). Also, care must be taken if capturing personal information online and a clear policy must exist on how data will be used and how long it will be kept for.

Every property is unique based on their tenant demographics, needs, etc. Thus creating a one size fits all approach to running them will not work whether in their newsletters, marketing plans, or other strategic goals. Some may be effective with just an email newsletter blast to the tenants while others might prefer a building chat group available to only the residents without including any personal information accessible to others It’s important to tailor the most effective means of communication to the tenants of each specific property.

Choosing the right platform is essential but also keeping communication updated and accurate. Responding timely on both ends I feel is most important. You can choose the best technology but it it isn’t used, it is a waste of money.

The best way to know something, is to ask. Surveys are a great way to find out what communication is best. For example, just because a student property demographic is young, doesn’t necessarily mean that they are all on TikTok and Snapchat. Of course, you cannot please everyone, but finding out where the masses are online is a great starting point.

We like to go further and help tenants feel a part of the community. After COVID-19 and the isolation it caused for some people, we have found that promoting events, like the Avalon Beach Xmas Carols next weekend for tenants to go and engage with other locals has helped them feel noticed and cared for.

Engaging your tenants is an important way of acknowledging them as part of the community. The content shared in the building website should be easily accessible and navigable & include access to downloadable copies of the building’s bylaws, house rules, proprietary leases, the building’s financial statements, floor plans & offering plan etc. Giving them access to those documents will save both them & management lots of unnecessary time in retrieving copies for them as those documents rarely are kept handy by the tenants after the lease signing or closing. In addition, the website should also include safety information, updates on major building and construction work as well as contact information for the nearest police, fire, hospitals etc.

Nowadays, customers want immediate responses. This can be challenging with limited staffing and other responsibilities. Be careful when choosing outlets for residents and prospects to communicate with you. Use AI and bots to assist with standard answers if necessary.

Needless to say good communication is of paramount importance. In relation to repairs and maintenance management communicate what’s going to happen and when it is expected to happen. Manage expectations and if there are delays or unexpected changes communicate these, your client or customer will appreciate more you letting them know, rather than them waiting in for a no show. Ensure that property managers have access to technical people in the organisation so that technical matters can be raised with them for clarification before repairs orders are placed, or a Surveyors inspection may be necessary and if so communicate this and the expected timescale. There’s usually room for improvement, explore what changes can be made.

Personalized emails are an effective tool for disseminating information about community events and forthcoming changes. Additionally, sending customized emails to wish tenants on their birthdays can significantly enhance tenant satisfaction.

Monitoring & measuring results of your digital channels is a quick and effective barometer on a multitude of key areas concerning the building eliminating the old school survey that may have been placed under apartment doors that took forever to be filled out and rarely returned by the tenants. The digital survey may concern the responsiveness and professionalism of both staff and management, the quality of the service contractors; elevator, HVAC, landscaping, pool maintenance, exterminator, etc. Utilizing this type of platform is efficient and speedy. The end result is information in real time that is actionable, measurable, and sustainable.

Feedback surveys: implement digital surveys to gather feedback on services, facilities and overall satisfaction. Use the insights to address concerns. Online maintenance request: provide a platform for tenants to submit and track maintenance request online, streamlining the process and enhancing responsiveness Virtual tours and resources: use digital tools to showcase properties through virtual tours and provide online resources for common inquiries, making information easily accessible Online payment: simplify rent payments by offering secure online payment options, reducing the hassle for tenants.