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The Trust Factor

Do you trust your residents?

Do you trust your residents

Do they trust you? 

Trust is something that you have to constantly work on and prove worthy of. Trust is also something that can be broken in an instant.

Trust is important and vital to relationship building and nurturing.  How to do that? Show up when you say you will. Provide the level of service that you promised at lease signing. Speak with respect and empathy in every situation.  Acknowledge your residents daily and without fail. 

Residents matter to your bottom line and their opinions matter too. Social media is beginning to become what we used to call word of mouth.  Now, whatever you do or say could be posted on YouTube in a matter of seconds with someone who has a smart phone.

Never underestimate the power of your “word”. You have seen it on film, where the actor states, “I give you my word”. It’s timeless, and timely, and has never gone out of style, giving your word, evokes trust especially if you keep your word.

Never settle, give your word, keep your word, create high trust, and watch your success skyrocket.

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This comment was minimized by the moderator on the site

Alison you are so right! Seniors especailly need to have faith in the staff. I can say my residents trust me and my staff completely. We even had residents who have asked us to be signers on their bank accounts. Of course we declined. My staff and I have been on site for over four years so our residents have had the opportunity to get to know us well. They bring personal, family, and financial problems to us all the time (way more often that we would like

  Stephani Fowler
This comment was minimized by the moderator on the site

You bring a valid point up Stephani, I think it is especially true with senior citizens, with families living so far away, they feel compelled to trust the people in their community circle. In that case, what a wonderful opportunity to steer them in the direction of others who can be helpful, social workers, legal professionals and others that can really benefit them and look out for their best interests. Thanks for your comment.

  Alison Voyvodich
This comment was minimized by the moderator on the site

I am at a property that is in foreclosure and the residents all know it. We are having a hard time with trust issues right now because the tenants are afraid they are going to lose their apartments even though I have assured them this will not be happening. Any ideas that might help me?

  Ronnie Leigh
This comment was minimized by the moderator on the site

That’s a tough situation to be in Ronnie, and I sympathize with you. I am assuming at this point, you already have their trust, but with a situation that holds the ownership of their community in question, that trust is going to be tested. one suggestion I can share with you is to communicate with your residents. Clarity is needed, and each time you receive relevant information, ask permission to share that with your residents. Hold a weekly coffee hour where you can give updated information and open the floor up for questions. You may not always have the answers, but you can offer to get the information from the bankers and relay that back. Also, make sure you have resident’s email addresses or their preferred way to contact them and if something important happens, email them or call them or text. Fear is not knowing, and that can breed distrust. With excellent communications and empathy for the situation, you will not only continue to earn their trust, but their respect as well. Not all the news will be good news, but if given timely, and in a respectful manner, trust will be built and kept. Good luck with your situation,

  Alison Voyvodich

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