Tarla McCann's Blog

Affordable Housing: What is it? How can we, as vendor/ associates, better serve the needs of these managers?

Recently, during a conversation I was having with a new Atlanta Apartment Association member, I was asked what exactly it means when someone refers to a Community as Affordable or Tax-Credit. This individual was under the impression that these properties were essentially low income properties in undesirable neighborhoods with like deferred maintenance issues! I am familiar with many communities which fall into the Affordable Housing category that are newer, attractive A properties in very desirable locations. I hope to shed some light on this important component to our industry.

The difference between these Affordable/ Tax-Credit properties and their Conventional Market-rate competitors is that the developer/ owner of the property will receive a Low Income Tax Credit Benefit to provide housing to those earning below a certain wage. There are many variations of this; some properties may be 80% Affordable Units and 20% Market Units. Some properties may receive Government subsidies for the rent as assistance to its residents.  These communities are heavily regulated by HUD (Department of Housing and Urban Development) and by DCA (Department of Community Affairs) for their compliance within the legal guideline of the program.

A few days ago I was on the receiving end of some particularly poor customer service. Know the feeling? Yuck! I have such a poor taste in my mouth I may not shop at Macy’s again for a whole month! But seriously, I was reading on MultiFamily Insiders and came across this interesting topic in their archived discussions relating to the Customer Service aptitude of Associates.

The discussion was about the challenges with getting into contact with Owner Managers, beginning conversations and obtaining appointments. An associate felt he had a legitimate service or product to offer and that he was being disrespected by a particular Decision Maker that he was calling on. He did not know this customer. He wasn’t getting a return phone call. From what I could gather, this particular vendor did not seem to have any empathy for the person from whom he was attempting to gain business. It is Associates such as these that telephone every single day, refuse to take no for an answer, etc. that send Owner Manager’s seeking cover. You may not catch the Owner Manager today, next week or next month but if you do not operate with a Customer Service Aptitude you will never earn their business.

I love what Jen Piccotti, an industry colleague on the west coast, had to say on the topic! “I guess it comes down to this - we can't control those around us, we can only control ourselves and our own interactions. I choose to approach decision makers, and everyone else I run into, with respect. Respect for their intelligence, their time, and their needs/wants. If I can offer something that may benefit them, then great. If not, at least we can be on friendly terms, and they don't have to feel the need to flee.”

A must read! Andy wrote this but it is a topic that people ask me about often! What are these new Social Media sensation Foursquare and Gowalla? These location based services (LBS) now gaining serious traction! http://su.pr/2pd3g1