Resident Retention: 1-2-3 Not It!

What is it about those certain residents (and let's be honest, we've all dealt with them) that causes a roomful of otherwise mature professionals to suddenly revert to  8-year-olds on the playground? "1-2-3 Not It!" everyone declares, in their own way - whether averting their eyes from the approaching resident, answering a non-ringing phone, or suddenly deciding the printer urgently needs new toner. The leasing agent who has not found an occupying task quickly enough is now "It" and must assist That Resident.

'Tis true, these interactions can feel draining and less-than-productive. Here are a few tips to fall back on to make lemonade out of lemons, or at least add a twist of lime to your crushed tortilla chips:

- Listen. Really listen. Too often, we can believe we are listening, when in reality we are forming our next response. By carefully listening to the issue, you may be surprised to discover there is a misperception at work or a simple clarification that can resolve the issue quickly and easily.

- Stick to the current issue at hand. It is easy to drag up past confrontations and wrongs to use as illustration, but that typically only adds fuel to the fire. By focusing on the here and now, there is a greater likelihood of identifying a resolution for this particular topic.

- Be polite. Whoever came up with “sticks and stones may break my bones, but words can never hurt me,” must not have ever worked with customers... or had a sibling. Name-calling and insults can be very hurtful, but they are not an excuse to sink to that person’s level. Above all, be polite and ask the other person to do the same. According to SatisFacts Research, courtesy and professionalism rank #4 on the satisfaction topics that have the greatest impact on renewal likelihood. If they insist on disrespectful language and behavior, you are perfectly justified in ending the conversation and letting them know you will be very happy to discuss the matter when they can speak to you in a civil manner. 

- Compromise. It’s much easier to accept a bigger “No,” if a little “Yes” is packaged along with it. “No, I’m not able to pay for your car to be detailed because of the sprinkler spray, but I will call the landscaping manager right now to discuss the need for the sprinkler heads to be adjusted.”

As my Mom always told me, "You don't have to like everyone or be everybody's friend, but you DO have to be polite."  Working in multifamily housing is about working with people and helping provide a home. That's important work. Everyone needs a home. Everyone needs to feel appreciated. Even THAT Resident (underneath it all) may just need some acknowledgement.  

Jen Piccotti is VP Consulting Services for SatisFacts Research. www.SatisFacts.com