Multifamily Blogs
Notecards - NOT just for Thank You anymore!
Notecards - NOT just for Thank You anymore!
I hate going to the mail box. In fact, if it weren't for NetFlix and the stuff I order off eBay, I would probably let the mail sit in the box for about 3 months at a time. You know how it is; every time you open that little box with your mail in it, it's never good news. Bill, Bill, Overdue Bill, Threat from the people at direct loans about breaking your knees if you don't make a payment, magazine, Junk, Junk, and Bill. The mail rarely yields anything that makes me feel good, and it's something that I have to deal with every day. I don't think I'm alone in this either. I would guess a lot of people don't like to go to their mailbox anymore.
Well if there's anything I loved to do when on site, it was finding a way to make something I hate in to an opportunity for resident retention!
The handwritten note is one of the greatest traditions and most powerful tools that we have in property management. We all know that the great leasing consultant sends a thank you note for tours. But what about after people move in? What about notes for resident retention? When you consider how much it costs to lose a resident, especially in this wacky economy, it's well worth 10 minutes out of our day to connect with our residents. Whenever we talk with them, they're opening the door for resident connection and retention. It's up to us to walk through that door.
If your office orders cards that are geared to the Thank You end, you might want to think about changing to plain blank cards before you place your next order. Blank cards give us the freedom to chase the opportunity of the saved lease. They are a powerful yet peaceful weapon against each and every move in concession at your competing properties.
I know that sometimes writing notes can be intimidating for some people because we never know what to say. At the heart of it, it comes down to having a genuine desire to connect. But for those of you who aren't comfortable with your own words flowing from the fountain pen, I've attached the following templates. Please feel free to lift and tweak them as you need! And if you have any other notes that you like to send out, leave them in the comments section at the bottom!
Basic Warm Note:
Dear (Resident’s first name here),
We just wanted to drop you a line and tell you once more how happy/excited/glad we are to have you here at (Property Name)! Remember, if we can be of assistance, please don’t hesitate to let us know; that’s what we’re here for!
Thanks again for choosing (Property Name),
(Your Signature)
In Person Drop In (Complaint):
Dear (Resident’s first name here),
Thank you so much for coming into the office (Yesterday, Monday, Whenever) to talk to me about/discuss (the concern) We love it when people come in the office to speak with us face to face and we are glad that you took the time to see us. We are committed to making this a great place to live for everyone, so if there is anything more that we can do to help in resolving this matter, please let us know.
Thank you!
(Your Signature)
In Person Drop In (Joyful Occurrence):
Dear (Resident’s first name here),
Thanks for coming by the office on (Whatever day it was) to tell us about (what they talked about)! We/I feel honored that you would share this with us and wanted to tell you how happy we are for you!
Thanks Again!
(Your Signature)
Move In Warm Note:
Dear (Resident’s First name here),
I wanted to thank you one more time for choosing (Property Name) as your new home! I hope all has gone smoothly with your move, but if there is some way that we might be of assistance, please don’t hesitate to let us know. The office is open from (Hours of Office Operation) (Days of the week that you are open) and we are here to make your life just a little bit better, so either drop in or give us a call if you need anything!
Best of luck unpacking!
(Your Signature)
Sympathy Card (Death in Family):
Dear (Resident’s first name here),
We’d like to offer our deepest condolences on the loss of your (who died). If there is anyway that we might be of assistance during this difficult time, please let us know. Our thoughts are with you.
Deepest Sympathies,
(Your Signature)
Sympathy Card (Hospitalization or Illness):
Dear (Resident’s First name here),
We just wanted to let you know that we’ve missed seeing your face around (Property Name), and hope that you will be feeling well again soon. If there is anything we can do to help you through this time, please give us a call at (Phone number here) and let us know!
Wishing you a speedy recovery,
(Your Signature)
Renewal Thank you:
Dear (Resident’s First Name Here)
Thank you so much for making (Property Name) your home again this year! We feel honored that you have chosen to stay with us once more and want to remind you that if there is anything we can do to be of more service to you, please don’t hesitate to call us!
Thank You Again,
(Your Signature)
_____________________________________________________
Heather is a consultant, staffing facilitator, recruiter and trainer in the Seattle area with Career Strategies Inc. Check out more of her property management ideas at www.behindtheleasingdesk.com .
