As much as she’d like to, Liz will never forget the morning she was in the shower and, with shampoo lathered in her hair, the water unexpectedly shut off.
Wrapped in a towel and soap suds, she ran to the phone to call her landlord, who explained that the water was off while routine repairs were being made to the pipes. It was at that moment that Liz (who asked to be identified by first name only) launched her search for a new apartment in Chicago.
Marguerite Kamga comfortably sits in her Rolling Meadows apartment, certain that her landlord will shower her with information about repairs to avoid such morning surprises.
Property managers often have information, such as water shut-off times, that they need to relay to a large number of residents. How they spread the word, ranging from “water will be shut off between 8 and 10 a.m. tomorrow,” to “ice cream social at 8 p.m.,” comes in various forms, from printed flyers and memos, to staff-written newsletters and word-of-mouth.
Information-sharing can be as simple as a handwritten message taped on the entry door or as high-tech as an in-house TV channel that residents tune in to view video clips of property news and announcements of on-site social activities.
“Good property managers will always communicate building news with their tenants,” says Ilene Collins, director of operations of The Apartment People, a Chicago-based rental service. “It’s just smart business because keeping tenants constantly informed about their surroundings will keep them happy, which then prevents them from shopping for a new place.”
Communication tools, such as eye-catching flyers, are an effective way for property managers and owners to relay information. But Mort Kaplan, professor of marketing communications at Columbia College in Chicago, cautions that the flyers need to be self-explanatory.
“Landlords shouldn’t think they’ve communicated to residents because they sent or posted something,” Kaplan says. “If the reader doesn’t understand what’s going on, it’s not good communication.”
Key to grabbing the residents’ attention is where the notices are placed, such as by the mailboxes, in the front entrance, in laundry rooms, on bulletin boards, in all common areas and next to the elevator button, Kaplan notes.
“A well-placed memo saying what’s going on also makes tenants feel better about a situation,” adds Collins. For instance, if a tenant comes home and sees workers in the hallway or an exterminator leaving the building, he or she might feel leery. “Reading about an on-site project days in advance will dispel any negative thoughts about the property,” she says.
At McDowell Place in Naperville, the property staff uses a grassroots method of communication by going door-to-door to deliver memos that explain scheduled maintenance work and what will be involved.
Each resident of the 400-unit complex also receives a monthly newsletter containing news about social activities and building improvements and informational items, such as health and safety tips. “Residents say they appreciate being informed,” says Chris Dunat, property manager of McDowell Place. “We hear nice feedback, and our efforts are reflected in our high retention rate.”
It’s not only happy tenants and high retention rates for which property managers strive, it’s also ensuring tenants feel they’re comfortable with their surroundings and with them.
“Tower Times” is Presidential Towers’ quarterly newsletter, which includes photos of parties, a schedule of health club and concierge hours and a monthly calendar of social activities in the four-tower Chicago apartment complex.
Printed full-size posters are placed on an easel in the entrance advertising upcoming events; and small placards are posted above the elevator buttons explaining repairs or promoting activities.
“We want to communicate to our residents unobtrusively and conservatively,” explains A.J. Caputo, vice president of The Habitat Co., the Chicago-based management and development company that manages Presidential Towers and 29 other Chicago-area apartment buildings. “We want to let residents know what’s going on so they feel part of the community and know property managers are here to provide good service.”
Ross LeBleu is a believer in Southern hospitality, using one-on-one conversation to communicate with residents. LeBleu, property supervisor of Kromelow and Tarre Inc., a Chicago-based real-estate management firm that manages four Chicago-area apartment complexes, says it makes a positive impact on residents when they hear a human voice and the caring inflections that go with it.
“I believe in being on a first-name basis with residents,” explains LeBleu. “We have over 500 units in the Chicago area, and I know everyone’s name and apartment unit. It’s the personal touch of picking up the phone and talking on a one-to-one basis that makes people feel respected as a resident; it’s just good customer service.”
The art of conversation may sometimes get swept aside in today’s world of e-mail and answering machines, but, like LeBleu, staff members of Citadel Management Inc. make a point to regularly phone every resident to ask them if they are OK and whether they have any questions. Staff members take one-on-one conversation a step further by going to the on-site school bus stop to alert kids to upcoming programs.
“We do everything we can think of to communicate with our residents,” says Mary Herrold, leasing and marketing coordinator of Citadel Management, a Des Plaines-based company that manages apartment communities Woodfield Gardens in Rolling Meadows and Hinsdale Lake Terrace in Hinsdale.
“Based on resident feedback, we know most of our tenants read our newsletter and flyers,” says Herrold. “We communicate to build community and let residents know they’re living in a home instead of a rental unit.”
Kamga, a three-year resident of Woodfield Gardens, says she feels her apartment is more like a home and that management does foster a sense of community through open communication and promotion of activities.
“They let us know if workers will be in the building fixing something, or if any social event will take place,” says Kamga. “I really like how the place extends itself to educate us about our community.”
Because communication is only effective when it’s a two-way street, property managers encourage tenants to inform them of any problems. “They’re paying us for a service,” says LeBleu, “and they deserve my respect to give them a place they are happy in.”
Collins adds that there are several communication tools that landlords can provide residents to let them know if there are any problems. “Tenants may be more open to communicate with property managers when there are opportunities to give feedback.”
Collins recommends landlords provide a suggestion box or ask residents to write out a wish list of things they think would improve their apartments.
