No matter if you have a conventional or affordable housing community, and even in a good market, we are never guaranteed on “keeping” our residents. People are people no matter how much rent they pay or what their income level is; everyone is a valued asset to your property and to your company. Resident retention and customer service programs for all members of your team, including maintenance, must create an environment where residents are our greatest advocate for our service efforts. Establishing a “world class” approach to customer service with specific goals for every member of the team is the key. However, creating a strong resident retention / customer service plan and effectively communicating with your “customers” to make them want to stay can be very challenging at times, especially when answering those difficult questions of “perceived value”. That is why we will take a closer look at the following areas to help you “look through your resident’s eyes”.
Jackie Ramstedt, CAM, CAPS, CAS
Ramstedt Enterprises, Inc.