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5 Surprising Secrets for Busting the XY Problem

5 Surprising Secrets for Busting the XY Problem
Recently a client called into our SaaS support line. The conversation started like this: Client: How do I use your API to pull rent payment statuses and amounts for all residents of a particular property at the beginning of each month into an Excel spreadsheet? So, the client really just wanted to send out rent reminder emails, a core feature of our software. Rather than building an Excel macro which calls our API, our support rep showed the client how to configure the monthly emails. This scenario is called the XY Problem. Here’s how it goes: User wants to do X. User doesn’t know how to do X, but thinks they can fumble their way to a solution if they can just manage to do Y. User doesn’t know how to do Y either. User asks for help with Y. Others try to help user with Y, but are confused because Y seems like a strange problem to want to solve. The XY problem is asking about your attempted solution rather than your actual problem. This has been described in marketing as the “drill-hole” problem. If you work at a hardware store, and a customer comes in looking for a drill bit, maybe they aren’t actually trying to buy a drill bit. Maybe they’re trying to buy a hole in their wall. Why would they want a hole in their wall? To put a screw or nail into it. Why would they want a nail or screw in their wall? To hang a picture. What they really might want are picture-hanging solutions, some of which......
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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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