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"During these challenging times, safety is our utmost priority. We are a community, and I am here to help you. We will work together.”
This powerful message from Michael, a property manager who recently navigated a hurricane and subsequent power outages, encapsulates the importance of communication during crises. In this episode of The Multifamily Review, Michael shared his experience and provided valuable insights into maintaining resident trust and ensuring safety amidst uncertainty.
Michael's approach centers around directness, transparency, and empathy. "I always try to first be direct, especially when it’s something referring to lease agreement policies," he explained. This clarity, established long before the hurricane, proved invaluable as he proactively communicated safety procedures, storm updates, and lease stipulations.
Beyond conveying information, Michael prioritized understanding his residents' perspectives. "I myself have lived in apartments pretty much my whole adult life," he shared. "I put myself in their shoes and understand that they may not read the lease front to back like me.” This empathy guided his communication during the power outages, acknowledging residents' frustrations and offering practical solutions like access to powered amenities.
Recognizing the delicate balance between information and panic, Michael excelled at providing context without fueling anxiety. "I looked at weather reports and social media to understand how serious the storm was and the impact it would have," he explained. By sharing his process and the steps being taken, he kept residents informed while instilling a sense of calm.