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word of mouth, and possibly less renewals. “Possibly” is the operative word here, because in supply constrained markets like New York and San Francisco, renters might be more willing to “bite the bullet” and live with unempathetic property management. But in markets like Miami and Dallas, where construction cranes dot the skyline, renters have more options and they, along with their property managers, know this. Interestingly, our Metro Resident Motivations reports found that Dallas and Miami renters are the most satisfied with their property managers or landlords, while renters in Los Angeles and San Francisco came in as least satisfied.
With that said, if a lack of empathy and kindness leads to renter dissatisfaction, poor online reviews, unfavorable word of mouth, and possibly less renewals, then it can also be said that an abundance of empathy and kindness leads to renter satisfaction, stellar online reviews, positive word of mouth, and more renewals.
WHAT CAN I DO TO CREATE SPACE FOR EMPATHY ON MY TEAM?
The property management “to-do” list is never ending, making it harder to add that extra level of empathy, especially on days where things get chaotic. Additionally, property managers are often on the receiving end of seemingly unrealistic and unfair complaints. If a team member feels that they are not being treated fairly by a resident, it’s human nature to not necessarily respond with kindness.
If you work on site at a property, think about ways that you can take ownership of delivering the best possible resident experience, and highlight challenges or obstacles that prevent you from doing this to management.
If you are a leader of property management teams, the solution starts with training. First and foremost, it’s important to train your staff to respond empathetically to residents. Mindfulness training can help property managers remove the ego from a given situation and not take things personally. Ultimately, it’s not necessarily a “money issue,” it’s a matter of emotional intelligence.
Then, ask yourself whether your operations are set up to empower your team to consistently provide the level of empathy and service your residents deserve. If not, the next step is to make a structural change that gives your team the tools and support they need to respond to each and every resident issue quickly and effectively — your business systems must be geared towards delivering this outcome.
What is this structural change, you ask? It’s incorporating property management technology into your operations.
The right technology partner allows and leaves room for more empathy from your team, helping to make it the focus of their role.Stay tuned for part two of this series, where we’ll explore in greater detail the connection between empathy and property management technology.
Founded in 2006, AppFolio is a company that offers powerful cloud-based property management software that property managers use to get their work done from anywhere, maintaining business continuity and keeping connected to their teams and customers. AppFolio is a different kind of property management software, and the company is laser-focused on its customers and their success. AppFolio works tirelessly to develop intuitive technology that really works. Explore why AppFolio is the last property management software you’ll ever need. For more information, go to: https://www.appfolio.com/.
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