Written By : Jennifer Carter | Zego latest report: #5 Maintenance, security, & cleanliness matter most to renters
The gap between what property managers say is important to renters vs what is actually important is to large!
We must listen to our residents, they are sharing and telling us exactly what they want. Why as an industry do we think we know what is most important? It is not "what I think, or what I would do" it is about what the consumer is looking for.
First looking at this comparison, I see so many things that are controllable that would have a positive effect on the community.
Regarding Maintenance: Residents are living in their home more than ever, working from home and enjoying their space which means working appliances and work orders are extremely important. No resident wants to be in a home where something doesn't work. If things are broken, the value (how much they are paying for what they are getting) decreases drastically and they begin to think they should move.
Maintenance Service Requests are important to residents, no matter small or large. Even if low staffed, communities can start with just communication, DIY Videos, Self Service help via video until Maintenance can reach their home.
1st - Acknowledge the GAP
2nd - Create a plan to close the GAP
3rd - Implement the plan, close the GAP
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