{"id":23851,"date":"2020-03-20T04:52:47","date_gmt":"2020-03-20T11:52:47","guid":{"rendered":"https:\/\/www.yardi.com\/blog\/?p=23851"},"modified":"2022-05-02T06:13:57","modified_gmt":"2022-05-02T13:13:57","slug":"critical-communications","status":"publish","type":"post","link":"https:\/\/www.yardi.com\/blog\/critical-communications\/","title":{"rendered":"Critical Communications"},"content":{"rendered":"

During chaotic times like the current COVID-19 pandemic<\/a>, it\u2019s more important than ever to build and maintain trust with your residents through clear, proactive and consistent communication.<\/p>\n

Here are four tips to help you navigate resident communications during a global health crisis:\"\"<\/p>\n

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  1. Lead with empathy<\/strong><\/li>\n<\/ol>\n

    Write a message for humans, from humans. Remember, your units are your residents\u2019 homes. Say, \u201cHere\u2019s what we\u2019re doing to help keep people safe, and here\u2019s what you can do protect your home and family.\u201d Point them to resources in their neighborhood and reliable news sources.<\/p>\n

    Are you changing policies or augmenting services during this time? Maybe you\u2019re adding chat tools<\/a> to limit personal interactions in the leasing offices. Or implementing curbside drop off for rent checks. Whatever it is, let them know that you\u2019re taking action to adapt to the changing environment.<\/p>\n

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    1. Emphasize online services<\/strong><\/li>\n<\/ol>\n

      Remind renters of the online services you have to help limit unnecessary virus exposure. Plainly list all the ways they can pay rent or submit a maintenance request electronically. Add links where applicable. It might seem like overkill, but your long-term residents may not be aware of options that have been added since they moved in. Can they pay rent by text or using the RENTCaf<\/em>\u00e9<\/em> Resident Services Alexa skill<\/a>? Do you have a mobile app for residents<\/a> that lets them communicate with your leasing or maintenance staff? Make sure they\u2019re aware.<\/p>\n

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      1. Set expectations<\/strong><\/li>\n<\/ol>\n

        Let residents know how often you plan to be in touch with them. Are you going to check in once a week? Every 48 hours? When there are new updates from local or national health organizations? Be clear, so they know what to expect.<\/p>\n

        Worried that you might be bothering them? Unless you\u2019re emailing daily, don\u2019t be. The 2020 NMHC\/Kingsley Apartment Resident Preferences<\/a> Report indicates that more than 80% of renters want to hear from their management company at least monthly in non-emergency situations.<\/p>\n

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        1. Get your message out<\/strong><\/li>\n<\/ol>\n

          A well-written message is only effective if people read it. Make sure you\u2019re reaching the people you need to communicate with by distributing your message across multiple platforms.<\/p>\n