Have you ever stopped to consider what your residents don’t care about?
– do they care about the pool party?
– do they care about the holiday party?
– do they care about the newsletter?
– do they care that you promote same day service?
Maybe they don’t and yet you continue to expend valuable resources on such things.
Why?
Your considering what the customer really wants Multifamily Maniac,
M
0 Responses
Maybe your best residents do care about those things? You know, the ones that love where they live and are proud to tell their friends.
In my mind we don’t necessarily do these things for the majority. However, the 15% (give or take) that DO care…those people can be important to our success and are worth the effort.
Good point MJ. It would be interesting to see if your occupancy suffered if you went dark on some of the traditional stuff.
I’m sure you’ve had properties that didn’t do these things or didn’t do them well, and you have an idea of how that impacted the property. From my experience, when we’re not doing these things our attention to customer touchpoints in general diminished.
I think we are so caught in the HUGE pool party mind set that we spend 1/3 of the years retention budget on the event. You imagine that you will have tons of residents singing your praises but thinking back…I don’t think that’s ever been the case. Better to use this for your random surprises and make an impact for more people.