As a rental property owner in the Lehigh Valley, your primary goal might be to secure new residents and get those leases signed. Once the agreements are in place, you might feel a sense of security about no longer having a vacancy to manage. But once the occupants have taken up residence, your job is not done. You’ll need a robust resident communication strategy in place to ensure you continually provide answers to questions, quick remedies to maintenance requests, and solutions for any problems. Having a communication strategy will also allow you to maintain resident satisfaction while outlining key contact boundaries for yourself. Here are a few improvements to consider and reasons why developing a great communication dialogue with your residents is key to your NOI success.
1. Communication Framework Manages Expectations
When you initiate a framework for resident communication upfront, during the lease signing process, you do two key things. First, you set the expectations about when, how, and for what residents can contact you regarding. Second, you’ll be putting parameters in place to ensure you’re not burning out with 24/7 communications. For example, providing clear definitions about how residents should go about requesting repairs will make them feel reassured about your availability and willingness to address them. Defining the difference between an incidental repair and an emergency repair call will prevent you from fielding non-emergency calls during nights and weekends.
2. Providing Multiple Channels Makes Communication Convenient
In improving your resident communication strategy, consider adopting multiple channels or methods of acceptable contact. Some people may prefer receiving email notices about maintenance visits or rent reminders. Others might instead ask that you text them. And official communications regarding the lease agreement or rental property management might be better suited in writing via old-fashioned mail. Outline the many ways you offer residents to communicate, and they’ll be grateful for the added convenience.
Consider segmenting communication efforts into priority status, including:
Emergency or Crisis Communication Channels and Reasons
Group Communications
Private or Individual Communications
Preparing Them for Scheduled Communications from You
Day-to-Day Updates
3. Resident Communication Promotes Transparency and Trust
When you offer a robust and well-defined communication strategy with your Lehigh Valley rental property, you’ll be promoting an environment of trust and transparency. When residents are crystal clear about knowing how and when to contact you, they’ll be reassured that you genuinely care about their needs or concerns. Additionally, the more accessible you are, the less it appears you have to hide. The most prominent horror stories from residents with their landlords almost always seem to stem from a lack of communication, oversight, or breakdown in the communication process. Creating a communication framework now could help you avoid some of those mishaps and reduce the risks of misunderstandings in the future.
4. Courtesy Communication Builds Loyalty
Another pillar of your communication strategy should include layers of courtesy communications. Sending reminders about visiting contractors, upcoming due dates for rent, or new offerings you have with your rental will all be appreciated. Residents will have a more pleasant experience. They’ll feel included and will be thankful for updates and reminders. Over time, this intentional communication can foster an environment of loyalty, as well.
5. Staying Ahead of Poor Resident Experiences
When there are several ways to contact you and an open policy of communication, you can reduce the risks of missing resident issues. Stay ahead of poor experiences when residents can voice their opinions, express concerns, and raise issues freely. If you’re otherwise removed from the resident experience, you won’t likely see problems until it’s too late. And if they feel they’ve tried to connect with you regarding a concern, only to be ignored or unheard, things can turn south pretty quickly. Think of your communication strategy as a great tool for preventing unnecessary turnover.
6. Always Improving with Surveys
Many of the most successful rental property owners will tell you that getting resident feedback is always the key to improvement. You might presume your communication strategy is full proof. But with some anonymous surveys, you could uncover other challenges or areas for improvement. Keep your rental property management finger on the pulse of the resident experience ongoing. And if your resident community warrants it, have occasional meetings with everyone to check in with everyone collectively.
7. Sharing Good News
As a landlord, there will be plenty of opportunities to face sharing not-so-great news, like rent increase conversations and eviction notices. However, it’s just as important for your resident communication strategy to share the good news. Connect with them about plans you have to upgrade or improve the property. Get them excited about new accommodations for pets or expanded storage services you might be prepared to offer. The more liberal you are about sharing good news will make those occasional unpleasant conversations a little more bearable, too.
8. Providing Community Value
Another way to improve resident satisfaction and promote an open flow of communication is by providing value with community amenities. Maybe put out a resident newsletter that highlights events and festivals in the area. Share fun things to do seasonally or local gems for those who are new to the area to explore. Some rental property owners partner with area businesses to offer discounts, coupons, or unique services together. Maybe your residents would appreciate discounted car washes or a free drink from a local restaurant from you. Get creative with reasons to connect by tapping into the community amenities. And you’ll find your residents will learn to look forward to hearing from you.
9. Personalization Matters
Because you’re in the business of investment property, there are certain guidelines to follow when addressing your residents. But sometimes, sending general, the regurgitated language gets lost on your audience. Customizing your message to each individual will help refine your communications in a way that builds trust and reaches your residents more intently. Be human with your greetings and personalized whenever possible. Mass communications can be more efficient. But developing a way to connect with residents on an empathetic level with friendly and welcoming language will go a long way to establishing great resident rapport.
10. Resident Portals Are Great Tools
Improving your resident communication efforts might also involve incorporating a few new tools. Resident portals, for example, are great ways for residents to check on their own about their lease terms, payment due dates, upcoming renewal status, etc. Today’s consumers prefer experiences where they maintain some level of control. And portals for your residents will allow them to do just that. So, in addition to your robust layer of communications, providing outlets for convenient access to details without your prompting can be great for building transparency and trust.
So, based on these ideas and suggestions, how do you feel about your current resident communication strategy? If you’re not certain how effective it is or believe you could stand to make some improvements, you can, and you don’t have to go it alone. Contact Axel Property Management and let us help! Our teams can develop, improve, and enforce a top-notch communication strategy that will ensure your residents have a great experience. It will also ensure you continue to enjoy growing NOI and bottom-line results.
