No one likes being the bearer of bad news, but seeing as it’s an inescapable aspect of resident communication, it’s critical for apartment companies to know how to deliver it effectively and as painlessly as possible.

Unsurprisingly, some things are just too significant or sensitive to say in a letter or email, or even over the phone. During our latest #AptChat, we discussed what kinds of information falls under that umbrella, how leasing teams can “soften the blow” of a rent increase, which platforms and channels they use to get the word out and more. These are the highlights. (Click on the links to jump straight to a specific question.)

What are some common types of bad news that you’ve had to deliver to residents, either 1-to-1 or to the entire community?

Do you have standard communication templates/responses for those common occurrences? Who’s responsible for those messages?

Do you have processes in place to review messages before they go out? Anything to avoid sending the wrong message?

What are some tips you’ve learned about delivering a rent increase? Any ways to “soften the blow”?

What format/channels are you using to deliver bad news to residents? Through the portal? Email? Paper? In person?

Our next #AptChat is slated for Tuesday, November 15, 2016 at 12 pm Eastern. We’ll be discussing the NMHC OPTECH Conference & Exposition. In the meantime, be sure to sign up for #AptChat updates to get these recaps and more delivered straight to your inbox!