When you’re trying to get an important message across, how and when you communicate can matter just as much as the message itself. It’s true with friends, colleagues, strangers, and it’s true with your residents. We’ve discovered that you can make your resident communications more effective using technology tools to make sure the messages you send are getting to them how and when they’re most receptive.
Channel Surfing: Email messaging is still king when it comes to resident communication, and over half of residents are reading those emails on their phones. So do the sweet thing and make sure your email templates and messages are optimized for mobile devices. But remember, while 72 percent of people surveyed in a Litmus study expressed a preference for email communications, one size will never fit all. Letting residents opt in to optional SMS messaging, emails, or other channels means you’re more likely to get their attention.
A Matter of Timing: Communications tools like those in Message Center can take a lot of the heartache out of resident communications by letting you schedule messages around event triggers (upcoming renewals, for example) and getting the word out to large groups with a single send. But beware the temptation to “set it and forget it.” Use analytics to determine when your resident messaging is most effective and tweak as needed.
Can you Hear Me? Mom used to say, “You have two ears and only one mouth for a reason.” She was right, as usual. If residents don’t feel like you’re listening, all the snappy emails in the world won’t make you a good communicator. Tech tools built into the ResidentPortal app and services like Leasing Center can make it easy for residents to get your attention and reassure them that they’re coming through loud and clear.
Whatever processes you implement or technology you employ, make sure to keep a close eye on the available reporting so you can catch and correct ineffective practices early and keep communication channels open.