Miles Scruggs's profile| Property Management | Resident Retention

Marketing peeps!! How are you mananging your Facebook listings? Tools? Account types? 3rd party services etc? From what I can tell business accounts can’t list to market place etc. Using a personal account isn’t really great. We have started to create a “fake” personal account to push...

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Laura Jordan I created a personal Facebook page for my property, and post to marketplace that way, so they don't go thru my own personal account. Rentable tried to post for a minute but their posts were never correct or accurate, or even timed correctly, because they pull info every week, which as we all know can change in a second, whether it be rents, or availability so we stopped using that company.

Kelly Noble Naturally Engaged helps communities do just that!

Miles Scruggs Kelly Noble that is more geared for driving engagement with the organic platform which we don’t really have that need. We are specifically looking for access into the Facebook market place.

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This is very true! Our collections team thought that without their efforts 0% of the past due would come in. Once we empirically tested that theory we found how little those efforts actually mattered. The results were about 5-7% actually mattered which then enabled them to refocus energies on things that actually produced meaningful results and wouldn’t just happen organically.

Donje Putnam Are you able to share the efforts that you studied and removed?

Miles Scruggs Donje Putnam the post was more about what people and actions are actually responsible for the results in general, collections was simply an example. We started with the initial premise of the collections which was “I did X today and was able to produce Y reduction in past due.” The feedback was instant and rewarding and on the superficial level, seemed like valid data to measure. Like most things though if you want to dig down to the difference between correlation and causation you need to control for variables and more importantly you need a control group. We created two groups one that normal collection efforts were continued and one where zero contact about past due was initiated on our end for 30 days (we lacked the courage to run it longer than that). We also kept our test group size to 150 residences. We let this run for only 3 months where we would only make contact after a month had past.
What we found is that of the people that went past due, 87% brought their accounts...Donje Putnam the post was more about what people and actions are actually responsible for the results in general, collections was simply an example. We started with the initial premise of the collections which was “I did X today and was able to produce Y reduction in past due.” The feedback was instant and rewarding and on the superficial level, seemed like valid data to measure. Like most things though if you want to dig down to the difference between correlation and causation you need to control for variables and more importantly you need a control group. We created two groups one that normal collection efforts were continued and one where zero contact about past due was initiated on our end for 30 days (we lacked the courage to run it longer than that). We also kept our test group size to 150 residences. We let this run for only 3 months where we would only make contact after a month had past.
What we found is that of the people that went past due, 87% brought their accounts current with zero contact on our end. What this showed is that 87% of the efforts of the collection team was a complete waste of energy. Where as before they were adamant that without their intervention very little of those funds would come in.
I suspect every market will have its own nuances and would need its own testing. Likely each segment of the market as well, which is what we found with further testing and refinement.
Next we tested other variables like income, income concentration, property values, credit score etc against various lengths of time before contact. This type of testing will produce your own sauce but unless you are using a control group, the results are not very meaningful to put it gently. I suspect even a small group if allowed to go past 30 days would also resolve organically but the financial risk starts to eclipse the benefit of the knowledge and becomes academic.
Measure and MUCH MORE IMPORTANTLY, measure thoughtfully & correctly. Attached obligatory illustrative comic. Show more

Donje Putnam the post was more about what people and actions are actually responsible for the results in general, collections was simply an example. We started with the initial premise of the collections which was “I did X today and was able to produce Y reduction in past due.” The feedback was instant and rewarding and on the superficial level, seemed like valid data to measure. Like most things though if you want to dig down to the difference between correlation and causation you need to control for variables and more importantly you need a control group. We created two groups one that normal collection efforts were continued and one where zero contact about past due was initiated on our end for 30 days (we lacked the courage to run it longer than that). We also kept our test group size to 150 residences. We let this run for only 3 months where we would only make contact after a month had past.
What we found is that of the people that went past due, 87% brought their accounts current with zero contact on our end. What this showed is that 87% of the efforts of the collection team was a complete waste of energy. Where as before they were adamant that without their intervention very little of those funds would come in.
I suspect every market will have its own nuances and would need its own testing. Likely each segment of the market as well, which is what we found with further testing and refinement.
Next we tested other variables like income, income concentration, property values, credit score etc against various lengths of time before contact. This type of testing will produce your own sauce but unless you are using a control group, the results are not very meaningful to put it gently. I suspect even a small group if allowed to go past 30 days would also resolve organically but the financial risk starts to eclipse the benefit of the knowledge and becomes academic.
Measure and MUCH MORE IMPORTANTLY, measure thoughtfully & correctly. Attached obligatory illustrative comic.

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I’ve seen this before hadn’t really absorbed all the opinions. How is everyone handling people that are cuckoo for cocopuffs and continually make complaints. We all know the type. They seem like normal people their complaints sometimes might even seem reasonable but then they bring into it a...

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Guest Insider We have a resident that almost mirrors the complaints you have listed. She had a brain tumor. We gave her a written list of her options and reference it every time she complains: move with out penalties , see if noise canceling headphones work, transfer to a top floor, come into the rec room to use her phone so they can’t tap her phone, open her mail in the rec room, etc. She is stuck based on disability and the low rent she pays until she comes up on another low income waiting list. We did our due diligence in checking to see if the issue was real and we document all interactions. It has been ongoing for years, and any new person at the office gets suckered in at first. Unfortunately these situations just don’t go away unless the resident moves.

Rebecca Johnson a few options come to mind. 1 call their emergency contact, 2 offer to let them out of their lease if they are unhappy, 3 as a last resort send them a no renew.

Christina Marcussen I've experienced neighbors with legitimate mental health issues and the strange, scary, and loud behavior the accompanies it. I complained to my (private party) landlord who had no clue how to handle it. Eventually, the neighbor's family reached out to the landlord and they performed a well being check. After the family got involved, things improved. The landlord non-renewed the neighbor, which is what I would recommend doing.

There have been residents in the building I manage who have mental illnesses. Contacting the family and non-renewal are the most effective ways of dealing with this behavior.

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So most awkward moments…. Tenant comes into the office and drops to his knees. Begins to profusely apologize for the most minor of imagined slight. Calls the person they are talking to “my lord” at least once per sentence. When asked to stand they grovel even lower on the ground. Takes other tenants that come into the office and leave a while before they sort out that we aren’t actually running that kind of office and they aren’t exactly... Show more

Kara Rice

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Guest Insider Remind him of the drug free addendum.

Miles Scruggs Stone cold sober.

Lilah Poltz OMGosh Miles this would be so awkward lol!

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Understand what a massive difference lighting can make! Here is a space that was poorly lit, not enough lumens, wrong color temperature for the application, and low CRI. The result was that it felt like something out of a horror movie instead of a welcoming space. Since the iPhone will make any...

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Just in case you need some signage for your trash disposal areas. This is a proactive way to get ahead of those legit reasons residents may have.

Kara Rice, Felicia Norman and 2 others

Lilah Poltz It's so weird that when I showed this to my teenager (who does the recycling in our house) he didn't laugh like my husband and I did! HAHA!

Felicia Norman "sad arms" made me laugh!

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Miles Scruggs

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