Any good property manager knows that keeping residents happy is priority #1. A happy resident pays rent on time. A happy resident is more likely to give good reviews. Happy residents can turn their friends and peers into new residents. At the end of the day, a happy resident is your biggest asset.
But, inevitably, resident complaints will happen. A recent study published by JTurner revealed the top 10 resident complaints. And the in-house reputation experts at SOCi took it upon themselves to help property managers not only identify these complaints but give a few tips on how to properly respond to them.
This list of complaints includes:
- Rental rates
- Poor grounds/common area upkeep
- Disorganized staff/lack of communication with staff
- Quality of response to maintenance requests
- Overall customer service of management staff
- Quality of parking/parking availability
- Concerns over security/safety/lighting
- Lack of upgraded amenities
- Pets not on leash/poor pet waste removal
- General lack of preventative maintenance
While it doesn’t sound too surprising, or it shouldn’t at least, almost every single one of these complaints can be solved with a simple strategy known as communication.
Residents want to know their properties and property managers are listening to them, and more importantly, are doing what they can to appease them and prioritize the situation. “We’re not able to control what is posted, we can control where the conversation goes,” says Marylin Martinez, SOCi’s property service expert.
Understanding how to properly respond to your residents and their comments about your properties is powerful. This is exactly why the property management social media experts at SOCi have developed a smart solution to manage resident complaints, encourage property managers to be more proactive and help turn potentially negative situations into positive experiences.
Want to learn more? Download SOCi’s recent playbook, “The Top Resident Complaints and How to Respond to Them,” and arm yourself, and your property managers, with the tools and knowledge necessary to effectively and efficiently keep your residents happy!