Residents need to feel satisfied in order to renew with a community. Anissa Faus knows that creating a culture of satisfaction starts with her team of employees and extends outward from there. Listen in to glean insights about team development, attracting prospects, and focusing on what you can control to ensure your residents remain satisfied.
"Know that it’s ok if I can’t make everybody happy all of the time, but I can certainly strive to make most people happy most of the time.”
In this episode of the Multifamily Leaders Podcast, Mindy Price converses with Anissa Faus about tips for ensuring resident satisfaction. Anissa points out that so much of the time there is an incredible amount of focus on attracting prospects, but the sale isn’t where it ends for the customer experience. Instead, communities should focus on building relationships and increasing employee satisfaction, which should then lead to resident satisfaction.
One way to establish such a positive culture is to focus on the team. When the team can synergize, learn from, and encourage one another, and practice productive communication skills, this creates a residual culture of positivity for the resident experience, as well. Anissa emphasizes the importance of recognizing and acknowledging employees for their hard work, especially when it has led to higher satisfaction scores from residents, as well as focusing on what can be controlled in order to find solutions and grow.
Finally, Mindy and Anissa discuss how communities can combat value versus price. Anissa stresses how important it is for the team members to see the value of their product and service and be unwavering in making the customer feel that value through their lived experience. Anissa closes by offering tips for those who desire a career in leadership or multifamily. Her insights include being authentic in who you are and what you want, contributing your voice to the creative process, and giving back to those who may be able to learn from you.
Priyanka Agarwal is a public relations expert with over two decades of experience in the field. In her current role, Priyanka serves as the public relations consultant for J Turner Research. She specializes in online reputation management, corporate content creation, and strategic PR planning. She is a contributory author for NAA, Multifamily Insider, and PR Daily. Priyanka holds a master’s degree in public relations from the Jack J. Valenti School of Communications, University of Houston.