In our industry, we easily become tied up in maintenance issues, finance issues, collections issues and so forth. However, we have to keep in mind that our tenants are after convenience. More than anything else, this is why the Internet is such a significant part of resident prospect searches for apartments. Whether you refer to a resident as a tenant, renter, neighbor, at the root, they are all consumers. And for consumers, convenience is a big part of value.
How can managers deliver convenience? The answers are many but a few are:
- Provide great community information on your apartment marketing site.
- Offer late hours at least some of the time to support prospects working hours.
- Offer flexible reporting for maintnenance calls.
- Accept bill payment via a variety of means.
- Forward applications to managers around the clock so prospects can get a quick call back.
- Offer an online application and lease so prospects can rent without visiting.
- Provide lots of ways to reach real live support for each property – email, phone, cell, online contact forms.
These kinds of steps are powerful means to improve results for our properties and improve customer service.
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