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Resident Relationship Management Eletter: December 2009  

Resident Relationship Coach's Corner: Social Media Time Commitments

In the October/November SatisFactoid Quick Poll, how many hours leasing team members individually spent per week at work communicating on Facebook, Twitter and other social media sites.

While over 44% of respondents indicated they spent no time on these social media sites, nearly 15% indicated they spent 7 or more hours per week on social media at work.  

There is a lot of focus on social media in the marketplace and its potential for resident retention and boosting traffic, but the jury is still out on its effectiveness. In one study presented at the AIM 2009 conference, social media only accounted for .05% of all prospect leads. (.0005 out of 100). As we learn more, one thing is becoming clear: before diving into Twitter, Facebook, or any of these other new venues for potential prospects or building relationships with your existing residents, ensure you have a plan in place of what your goals are, how much time will be devoted toward those goals, what will receive less attention as a result of these new goals, and who is responsible for maintaining the social media presence.

Source: SatisFacts Research, LLC and Jen Piccotti

How satisfied are your residents with how quickly you respond to their requests? Find out through a SatisFacts Annual Resident Survey, because sometimes it’s easier to voice your concerns through a third party survey.

Resident Retention Rx: The Need for Speed

The SatisFacts Index (our national resident satisfaction benchmark) shows that on a scale of 1 to 5, with 5 being the most satisfied and 1 being the least satisfied, residents give their communities a 3.93 for Maintenance Speed. That translates to an "Average" rating. in school terms, that would be a "C."

Choosing to rent offers the luxury of not being responsible for your own repairs when something in the home goes wrong: the oven stops working, the closet is off its tracks, the kitchen faucet is dripping. However, when it takes several days for these requests to be addressed, this positive service becomes a big negative. It starts to feel difficult to be a resident in the community... and maybe it would be easier to get service in the community down the street... who happens to be offering some amazing move-in specials.

Especially during the holiday season, both the leasing and maintenance teams need to be aware of the need for speed. It's not about a resident being impatient, it's about wanting to be comfortable and worry-free in one's own home. Now is a good time to have a staff meeting to address any obstacles that may be delaying service request resolution. It's not a maintenance concern. It's a team concern. Focus on setting up the maintenance team for speed and success.

Source: SatisFacts and Jen Piccotti

Find out what impacts your residents’ renewal decision through our Insite™ and Insite+™ Move-In, Pre-Renewal and Work Order Follow Up Websurvey Programs, because retention is the key to protecting your revenue in this economy.
 

Team Builder: Treat It With Respect

“It’s staggering how many people attend business parties at this time of year and forget to take their business cards.
 
I attended a launch for a book on leadership last week. Eighteen people asked me for my card. When I asked for their card in return seventeen shrugged and made excuses and went off to borrow scraps of paper from the waiter to write down their own information. Only one managed to find a card.
 
We can learn a lot from Japanese business card rituals. The first thing that Japanese business men and women do is exchange cards, and the key to what follows can be summed up in one word: respect. Accept the card as if it were a gift—which it is. Hold it with both hands and take a moment to study what’s written on it. If you can, respond to the card with an interested comment or an observation about something on the card—the person’s title, credentials, location. What you have to understand is that a business card isn't just someone’s name on a piece of paper; it’s their corporate identity. Treat it with the respect the person deserves.
 
I've attended more corporate functions and more business conferences than I can remember. And over and over again, I see men and women taking someone’s business card (when they remember to bring them), flipping it over with barely a glance at what it says, and begin taking notes on the back. Never write on someone’s business card in front of them. If you feel you absolutely have to note something from your conversation and you don't have a pad, ask them if they mind. It’s good manners, and they'll appreciate the gesture.
 
When all this ceremony is done, put the card away in a top pocket, your purse, or your wallet—somewhere that shows respect. Never put the card in your back pocket, where it will get sat on.”
 
 Source: Nick Boothman, Nick’s Boosts http://nicholasboothman.typepad.com/my_weblog/, December 15, 2009

Did you know SatisFacts offers online resident feedback programs? Ask us for a demo, because nearly 60% of your residents want to communicate with you online.

Productivity Pointers: Excerpt from “In Which Holiday Decorating Reminds Me of Several Happiness Lessons”

“5. Enjoy this season and this time of life. In the bustle of every day, and in my desire to get things crossed off my to-do list, sometimes activities like holiday decorating, wrapping presents, or making our special recipe for sweet potatoes can feel like chores. I constantly remind myself to enjoy this season and this time of life. This is a wonderful season of the year, and a wonderful season in the life of my family. One of my daughters still believes in Santa Claus, the other daughter is still ecstatic over a $6 pair of earrings. They’re both excited about spending a day decorating gingerbread houses. It’s my Third Splendid Truth: The days are long, but the years are short. (If you’ve never watched my one-minute video, The Years Are Short, you might enjoy it.)”

Source: The Happiness Project, http://www.happiness-project.com/happiness_project/2009/12/in-which-holiday-decorating-reminds-me-of-several-happiness-lessons.html, December 14, 2009.

Ask SatisFacts about a Work-Time Analysis, because we know you are wondering, “Where does all my time go?”

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