{"id":10991,"date":"2014-09-02T05:00:41","date_gmt":"2014-09-02T12:00:41","guid":{"rendered":"http:\/\/www.yardi.com\/blog\/?p=10991"},"modified":"2020-12-24T04:44:40","modified_gmt":"2020-12-24T12:44:40","slug":"top-5-resident-complaints","status":"publish","type":"post","link":"https:\/\/www.yardi.com\/blog\/top-5-resident-complaints\/","title":{"rendered":"Top 5 Resident Complaints"},"content":{"rendered":"

J Turner Research analyzed 10,000 customer satisfaction surveys from multi-family communities throughout the nation to determine the top resident complaints. The results reveal that renter satisfaction does not depend on a slew of c\"shutterstock_99518513\"ustom features and amenities. Rather, four out of five complaints depend solely on how onsite staff manages priorities:<\/p>\n

1. Rental rates
\n2. Poor grounds\/common area upkeep
\n3.\u00a0Disorganized staff\/lack of communication with staff
\n4. Quality of response to maintenance requests
\n5. Overall customer service experience<\/p>\n

Yardi clients weigh in on how they handle multi-family\u2019s most ubiquitous complaints.<\/p>\n

Rental Rates <\/b>There is little that onsite staff can do to influence long term rent rates. That\u2019s why it\u2019s important for staff to hone in on the assets around them, reminding residents that they are paying for the unit and<\/i> all that the location has to offer.<\/p>\n

Larry Busgeon, Controller at Landmark Realty of San Francisco, has no issue with marketing exceptionally high rents. The prices are a great value because the city has so much to offer. \u201cIt\u2019s a wonderful place to live and you have to pay to live in a highly desirable area,\u201d says Busgeon. He\u2019s ready with a list of the city\u2019s best features: restaurants, culture, cutting edge environmental programming, a unique political atmosphere, great schools, natural beauty, and moderate weather year round.<\/p>\n

Finding ways to forge a direct relationship between the property and what the community has to offer will add value for residents. Staff may create alliances with local businesses, sending customers their way in exchange for discounted goods and services.<\/p>\n

Maintenance Crews <\/b>Whether landscaping and maintenance technicians are hired in house or through a third party vendor, they are still representatives of office management. As such, it\u2019s important for onsite staff to make sure that technicians are staying on top of work orders and assignments without wasting time with micromanagement. Maintenance Mobile ensures that managers can address resident concerns and monitor technicians\u2019 progress with the touch of a button.<\/p>\n

Andre Teixeira, CFO at The Graham Companies, has experienced great success with Yardi Maintenance Mobile<\/a>, \u201cAll of our maintenance crew has mobile phones that they\u2019re able to\u2014in real time\u2014receive work orders that are assigned to them.\u00a0 They\u2019re able to go from resident to resident instead of having to go back to the office like we used to do in the past.\u00a0 And when they are at the location, they can take pictures, automatically attached them to the work order, and close the work order in real time.\u00a0 That has improved our service level significantly.\u201d<\/p>\n

Onsite Staff Organization and Customer Service <\/b>Equipping onsite staff with innovative technology can improve efficiency, freeing personnel from the tedium of daily operations so that they can focus on customer care.<\/p>\n

For Robyn Wilhite, VP of Operations at McCormack Baron, Yardi CHECKScan<\/a> and Yardi PAYScan<\/a> have allowed onsite staff to focus on improved customer service. \u201cIt\u2019s so important that we stay on top of so many things that anything that can be automated to make us more efficient, it just puts us that much farther ahead,\u201d says Wilhite. \u201cWe\u2019re not spending time buried in paper. We\u2019re actually able to work with the residents.\u201d HOUSINGCafe<\/a> and Yardi Payment Processing<\/a> make it easy for McCormack Baron\u2019s onsite staff to complete lease agreements and payments without the hassle of paperwork.<\/p>\n

Automated processes make filing and verification easier, promoting an onsite staff that is organized and efficient. Automated processes also relieve stress from onsite personnel, allowing them to develop the sort of customer service that residents will remember when it is time to renew the lease or make recommendations to friends and family.<\/p>\n

With the proper tools and perspective, common tenant complaints can be transformed into great selling points for any property.<\/p>\n","protected":false},"excerpt":{"rendered":"

J Turner Research analyzed 10,000 customer satisfaction surveys from multi-family communities throughout the nation to determine the top resident complaints. The results reveal that renter satisfaction does not depend on a slew of custom features and amenities. Rather, four out of five complaints depend solely on how onsite staff manages priorities: 1. Rental rates 2. […]<\/p>\n","protected":false},"author":440,"featured_media":10994,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_s2mail":"yes","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[4],"tags":[238,589,76,40],"class_list":["post-10991","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","tag-mobile-apps","tag-multi-family","tag-technology-2","tag-yardi"],"acf":[],"yoast_head":"\nYardi Blog<\/title>\n<meta name=\"description\" content=\"J Turner Research analyzed 10,000 customer satisfaction surveys from multi-family communities throughout the nation to determine the top resident\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.yardi.com\/blog\/top-5-resident-complaints\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Top 5 Resident Complaints\" \/>\n<meta property=\"og:description\" content=\"J Turner Research analyzed 10,000 customer satisfaction surveys from multi-family communities throughout the nation to determine the top resident\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.yardi.com\/blog\/top-5-resident-complaints\/\" \/>\n<meta property=\"og:site_name\" content=\"Yardi Blog\" \/>\n<meta property=\"article:published_time\" content=\"2014-09-02T12:00:41+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-12-24T12:44:40+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.yardi.com\/blog\/wp-content\/uploads\/sites\/15\/2014\/06\/shutterstock_148255301-001.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"657\" \/>\n\t<meta property=\"og:image:height\" content=\"582\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Erica Rasc\u00f3n\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Erica Rasc\u00f3n\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.yardi.com\/blog\/top-5-resident-complaints\/\",\"url\":\"https:\/\/www.yardi.com\/blog\/top-5-resident-complaints\/\",\"name\":\"Top 5 Resident Complaints - 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