The Daily KWIK Meet

The problem here is a failure to communicate!

I see it all the time.  Talented and well-intentioned onsite team members working totally independently of one another.  One service tech comes in at 7 am.  The other at 8.  The office team arrives at 9am except the leasing professional.  She has a 10-7 schedule most days.  

“With technology we really never need to talk or meet,” the team thinks. “We have everything in our property management applications.”  Sure, it is all documented in your PM software – schedules, service requests, leasing prospect leads and appointments, notices, and the like.  All there.  Just look at the portal!  

The technology tools of the trade make property management so much easier and more efficient. Who would ever want to go back to a manual pegboard system or paperwork orders? Not me. Heck no! Yet, all these electronic aids fall short of actual face-to-face communication with the team.  

How do you message about a difficult move in issue, a domestic fight happening last night, or a pending property renovation?  Is an email or text enough to encourage a weary, onsite service team during a big turnover month or a severe weather incident?  Many onsite events deserve a higher level of communication.

Solution: The Daily KWIK Meet

Communication is key to great teamwork and your apartment community will run smoother and more profitable with a daily KWIK Meet.  I capitalize “KWIK” because it needs to be quick. 15-20 minutes.  You can have other gatherings that are more social and relaxed.  This KWIK meeting is to set the tone and objectives for the day.

The best time is the first 10-20 minutes of the work day.  That means the leader needs to prepare the day before or come in early to set the agenda items.  Follow a set meeting schedule like this:

1. Good Morning Team! – Friendly hello, positive quote or thought, welcome new team members, report goals and progress, acknowledge anything significant among the team (birthday, achievements, challenges, etc.)
2. Department Updates – Quick report from the leasing, maintenance, and accounting groups.  At a smaller property, one person may wear multiple hats.
   • Leasing Manager – Update occupancy, notices, leases, traffic, marketing.
   • Lead Service Tech – Maintenance requests, make readies, important maintenance issues.
   • Assistant Manager – Collections, move ins, delinquents, evictions.
3. Priorities – Top priorities for the days.  Review responsibilities for the daily and weekly goals.
4. Announcements – Share new information about property, company, the local market.  Make sure all team members are in the know and feel a part of the inner group.
5. Q&A – Open mic!  Questions, concerns, sharing important info.  Some of these items will be moved to private conversations after the KWIK Meet.
6. Closing – Wrap it Up! – Thank team.  Acknowledge effort and achievements once more.  Remind team once more of the day’s priorities and encourage those accountable. 

Finally, stand up, circle, hold hands and sing at the top of your lungs, “We Are the Champions!”  by Queen! 

OK, maybe holding hands and singing are a bit much.  But do consider holding the KWIK Meet in a circle with all team members standing and looking one another in the eye.  It’s called “bonding”.   This configuration also communicates the urgency and importance of the meeting.

Last words for your KWIK Meet:  “C’mon team!  Put your hands in here…..READDDDDY, BREAK!!  Let’s do this!”