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Do you ever answer the phone or return calls?
Text and email are effective and quick tools in leasing and resident retention. Electronic communication is faster, more efficient, and leaves a permanent trail of the interaction. Yet, often a phone call is better. Often.
Here is an exert of an email I received from an industry service provider:
�Let me just dive right into this �. This has been sneaking up for a few years now. No communication. If you do by chance talk to a human on-site they have an attitude as if you are bothering them. Me and clients. Is this a sign of the times? Is customer service non-existent?�
Before you say, �Oh Boomer�, let me clarify. Text and email are necessary and here to stay. We can�t operate without them. They supplement other forms of communication. But phone and in-person interaction is still real and is often more effective and exact.
Sure, the younger generations prefer text�and email to some extent, but communication preference is not always the most effective. And since we are talking generations, the Boomers (over 60) are now your fastest-growing renter demographic. Many of these folks appreciate a phone call or even a brief office visit.
There is no profound message here. I�m not offering a new and exciting leasing technique. Just asking this question:
�Why did you text or email just now rather than pick up the phone and call?�
I trust you to make the next right move. Happy Monday!
