"The most important thing that [a property manager] can do is listen to the resident…In the majority of instances, that resident just wants to know they’re heard.”
Mindy Price and Julie Fields kick off this episode by discussing the “secret sauce” to earning resident satisfaction 365 days a year. Julie says that it all comes down to the people on the team, and it is important to work cohesively to create an environment that residents are proud to call home. To do this, Julie ensures that her team members have a chance to be heard and celebrated, and then these same open ears are offered to residents in order to build trust and make any necessary adjustments.
Julie next shares some of the ways her team had to approach their service differently during the pandemic. She still made a point of asking residents for feedback, and they offered a variety of virtual or intimate-style events to help promote unity. Her team also dropped off goodie bags and followed up with phone calls to make sure residents knew they were important.
Finally, Julie reflects on how she has approached situations involving irate residents over the years. She emphasizes the importance of active listening to ensure the resident feels heard, and she always communicates transparently when she is unable to resolve a situation in the way the resident envisions. Through it all, she affirms that remembering why we got into this industry will help us to give our all—and give ourselves grace—which will ultimately help us build trust and a solid reputation with our customers.