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Feedback? You Need That - Action is Traction

Feedback? You Need That - Action is Traction
Do you ever get tired of those incessant little surveys that companies ask you to fill out? I know I do. Often times I doubt that they ever see the light of day. We rarely get any sort of follow-up about our feedback, which can make us feel like these surveys are just a waste of time.  I’ve learned something about customer surveys, though, that makes them one of the most incredible tools for improving ANYTHING. Several years ago I was tasked with improving end-of-semester evaluations for university professors.  I interviewed teachers and students, evaluated results, compared outcomes and what I found was that (...for the most part...) teacher evaluations were a waste of time! Students hated them—suspecting that honesty would be punished and seeing very little evidence it did them any good.  Teachers felt the same because they weren’t able to use that garbage data to help their (now former) students. And because the higher-ups were using these evaluations in a way that actually penalized the teacher for receiving any sort of negative feedback, the teachers had an obvious tendency to pressure students for positive comments. Everything that the evaluations were originally purposed for had been destroyed, because nobody was focusing on how student feedback could power beneficial change and improvement. I knew something needed to change. I just didn’t realize how simple it would be.  I took the system that was in place, and I made a few distinct changes: First, I made it so that teachers got more frequent feedback. Instead of only once (at the end of the semester), it was ......
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What to Expect When You’re Expecting Software Support

What to Expect When You’re Expecting Software Support
Like any other multifamily professional, you have dreams and aspirations. You have places to go and things to see. But before you “go and see,” you have a job, and to complete your job, it's not uncommon that you're calling for software support with multifamily tech providers. It shouldn’t take long, right?  You don’t need to plan your day around this interaction, do you?...  Do you? Well, much like your teenage daughter's long-standing Facebook relationship status, it’s complicated. It all depends on how you look at it. Expectations change by contact type and by level of urgency. Just as you can expect to hear back from someone quicker when you are talking face to face than when you send them a postcard, you can also expect a quicker response from 911 than from the Better Business Bureau. So when evaluating the aptitude of your property management software's support department, it's important to first evaluate the nature of your support needs in terms of (1) Contact Method and (2) Urgency.   Contact Method: According to recent surveys, about 75% of clients expect their service provider to offer at least four different methods of contact. The primary methods are listed in the table below, along with the expected wait times:   Contact Method Industry-leading Average Expected Wait Maximum Expected Wait Phone <30 seconds 60 seconds 5 minutes Chat <30 seconds 60 seconds 15 minutes In person/ Storefront <30 seconds 5 minutes 15 minutes Social Media <30 minutes 4 hours 8 hours Task or Ticket System <30 minutes 4 hours 24 h......
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