Our latest #AptChat was all about communicating with residents, and how much is too much. We covered different forms of resident communication, asking for resident feedback and centralized customer relationship management tools. Check out the highlights below:
Question 1: What are all the different ways you currently communicate with residents? What do you use to manage those conversations?
.@aptchat A1: Via notices on door, in person, telephone, FB & Twitter. Keep track of everything in the computer/files. #AptChat
— Timberlyne Apartment (@timberlyne) October 19, 2012
@30lines To replymost of the folks I know don’t communicate enough with their residents #aptchat. They don’teven have e-mail addresses.
— Leigh Curry (@leighcurry) October 19, 2012
@30lines Many don’t even bother to collect the residents e-mail addresses, yet the resident application is three pages long. #aptchat#fail
— Leigh Curry (@leighcurry) October 19, 2012
A1: Phone, email, text, fb, twitter, newsletters, letters and face to face. #aptchat
— Paul Petersen (@paulepetersen) October 19, 2012
@milestonemgt testing text communication – only 6% have opted out #aptchat
— Melanie Stiles (@TheRealMStiles) October 19, 2012
@30lines @milestonemgt sends welcome, late rent, renewal, T911 emergency texts #aptchat
— Melanie Stiles (@TheRealMStiles) October 19, 2012
Question 2: How often should you ask for something from your residents? (Ratings, reviews, referrals, surveys, etc.)
Q2: How often should you ask for something from your residents? (Ratings, reviews, referrals, surveys, etc.) #AptChat — Apartment Chat (@AptChat) October 19, 2012
@30linesQ2 – I feel there is no harm in asking as long as there is a good reason to ask, i.e. maintenance request, move-in,etc. #aptchat — Leigh Curry (@leighcurry) October 19, 2012
@30linesQ2 — It’s better than not asking IMHO….#aptchat — Leigh Curry (@leighcurry) October 19, 2012
@paulepetersen That authenticity factor is lost when the frequency is increased. It’s too self serving. #aptchat
— Ansley Sudderth (@ansleyjo) October 19, 2012
@30lines Simple and non-intrusive way to do it is put an “ask” in signature line of your e-mail. Then it’s noticed but not “asked”#aptchat — Leigh Curry (@leighcurry) October 19, 2012
Question 3: Are you using any type of tool for centralized customer relationship management (CRM)? How’s it working? If you’re not using a CRM system, is this something you’re planning to implement in the next 6-12 months? What system?
Q3: Are you using any type of tool for centralized customer relationship management (CRM)? How’s it working? #AptChat
— Apartment Chat (@AptChat) October 19, 2012
@30lines Do what my good friend @albertmberriz and McKinley did – iPhone+ Android app for residentsbit.ly/6eOzlO#aptchat
— Leigh Curry (@leighcurry) October 19, 2012
@30lines After first 6 months Jan-Jun 2012, app downloaded more than 11k, 470 maintenance requests, 2500+ payment transactions#aptchat
— Leigh Curry (@leighcurry) October 19, 2012
@30lines were all still wrapping minds around new tech that causes CRM problems 🙂 #APTCHAT
— Melanie Stiles (@TheRealMStiles) October 19, 2012
@30lines would love to be able to easily analyze web mentions, review trends, satisfaction scores with actual resident analytics #aptchat
— Melanie Stiles (@TheRealMStiles) October 19, 2012
Now it’s your turn…how are you communicating with residents? Are you using any type of tool for centralized customer relationship management (CRM), or do you plan to in the near future? Leave a comment with your input!
Join our next #AptChat, a Free-For-All-Friday, on Friday, October 26 at 4pm EST.