A tenant experience audit for multifamily properties
Communication
The need for property managers to communicate with tenants has always been a necessity and should continue to be a top priority. It’s no longer enough to simply leave a notice in the lobby or in the elevator. These old school methods of communicating are often missed and outdated by the time tenants actually receive the information. Property managers need to be able to communicate with tenants in real-time so that they feel connected to where they live and are immediately informed as things change.
Recognizing that our world has gone through significant changes, it is also important for tenants to be able to communicate directly with property management should they have questions or concerns, especially when new systems or policies are introduced. An open line of communication will help tenants feel safe and secure at home. Implementing a tool that allows for direct, real-time communication between property managers and tenants should be seriously considered. Open, honest and timely communication will make a tenant’s home life easier and better, and in turn the property manager’s job will be made easier and better.
Services and Amenities
Many buildings offer tenants a variety of services and amenities, and it is important that tenants can easily access them. In some cases, tenants are not even aware of everything that is available. Services might include a concierge, parcel delivery, parking permits, waste disposal and maintenance requests. Amenities might include bicycle parking, electric vehicle charging stations, multi-purpose/party rooms, a pet washing station or a fitness studio. Some services are essential and others are seen as perks or benefits to living in a particular building. Adding new amenities is a great way to not only retain tenants but show them that they are valued members of the community.
A technology solution that allows tenants to access services and amenities from the palm of their hands is highly recommended for multifamily property managers. This will help eliminate the need for printed lobby posters, multiple phone calls, emails or texts, and daily frustrations, by allowing property managers to tend to tenants’ needs from wherever they might be. Things like maintenance requests, parking permits and amenity reservations can all be managed in one place. Especially in today’s tech-enabled world, with so many tenants working from home, learning from home and just spending more time at home, it is important to implement technologies that can help property managers drive efficiency and elevate customer experience.
Engagement
With tenants spending so much time at home, building management should be taking advantage of this opportunity by creating engaging experiences for tenants. Consider organizing a virtual fitness session, educational webinar or cooking class that tenants can participate in during their lunch hour, after work or on the weekend. These experiences will not only keep tenants happy and help build long-term loyalty, but they also give opportunities for tenants to engage with one another in a safe manner while socializing in person is discouraged.
If creating engaging experiences seems daunting, working with a tenant experience partner as an extension of the property management team can definitely help. Curating content and programs uniquely tailored to a building community is so valuable. Making the extra effort to engage with tenants and allowing them to engage with each other will take a building’s tenant experience to the next level.
Community
Organizing engaging and meaningful experiences for tenants will ultimately help to create and strengthen a building’s community. People want to be part of something bigger than themselves, whether that is at the office or at home. As mentioned, with so many people working from home, multifamily property managers should be thinking about how to build a strong community for their tenants.
A building’s neighborhood is seen as an extension of a building’s community, and a platform that allows tenants to find local businesses and retailers is both useful and convenient. This would allow tenants to check the hours of operation for their favourite restaurant, and place an order for curbside pickup or delivery all from the palm of their hand. Supporting small businesses is so important right now and will continue to be encouraged. A tool that incorporates the neighbourhood into the building community is a great way for tenants to discover what is nearby.
