Page 74 - amm1

situations like this.
REAL-WORLD PROOF
AppFolio recently conducted five Metro Resident Motivations reports and one National Resident Motivations report with the goal of helping property owners and managers stay on top of, and better understand, the changing preferences and expectations of their residents.
When asked the open-ended question, “How has your property management company or landlord disappointed you in this past year,” a lack of empathy was a common answer across all metros surveyed, as well as in the greater U.S. Here are some examples:
Dallas: “I did not get an official notification by mail of the new owners’ names, how to pay my rent, etc. Things were pretty chaotic for a while, and I felt it was fairly unprofessional.”
Los Angeles: “The management company doesn’t fix anything in the building and the person they do bring is rude and unsafe during COVID.”
San Francisco: “Poor communication, lack of empathy, and care.”
Miami: “The support after the lease signature has been very poor.”
Atlanta: “They are rude and they don’t care about fixing things.”
National: “Rude repair staff, vermin in the unit, plumbing issues, and repairs not made.”
Most of these complaints could have been avoided had property management or ownership succeeded in prioritizing individual residents’ needs, keeping in mind that these residents are humans with emotions, needs, desires, and aspirations, just like you and me — regardless of income level. It’s important to acknowledge that no property manager intends to treat residents this way (or at least we should hope not!). The problem doesn’t stem from an innate lack of empathy, but rather from not having the right tools to prioritize and deliver empathy and kindness as the property management business scales and faces new challenges.
WHY DOES EMPATHY MATTER IN PROPERTY MANAGEMENT?
The complaints above will most likely lead to renter dissatisfaction, poor online reviews, unfavorable
Please turn to page 77
YJC PAINTING
LIC#992541
BETTER QUALITY BETTER MATERIALS BETTER SERVICES
RESIDENTIAL / COMMERCIAL INTERIOR / EXTERIOR
*OTHER SERVICES*
REPAIR DRYWALL, REMOVE TEXTURE, NEW TEXTURE, REMOVE WALLPAPER, DECKING, SIDING WOOD,
FASCIA BOARD, MOLDING & BASE BOARD
LICENSED & INSURED & BONDED
CALL US FOR FREE ESTIMATE
T) 213.760.7365 / 818.983.4022 E) yjcpainting@gmail.com
N TARGET
General Contractor 24/7 CITY INSPECTION | SECTION 8 | HUD REPAIR
VACANCY RENT READY UNITS
NO AFTER HOURS CHARGE SAME PRICE 24/7
ON TARGET IS A COMPLETE MAINTENANCE COMPANY
ontarg
et
PLUMBING | ELECTRICAL, PAINT | WELDING REPAIRS FLOORING | WINDOWS, DOORS | TRASH REMOVAL
LIC#1060491
FREE ESTIMATES
CELL (909) 435-7018
EMAIL: ontarget922@gmail.com
74 MARCH 2022 - APARTMENT MANAGEMENT MAGAZINE AMM1/6