Pub. 6 2021 Issue 1

6 www.ctaahq.org Review 3: A Lifeless Leasing Process Negative reviews like this one are often caused by the resident’s lack of knowl- edge regarding your office’s opening hours or communication policies or the resident using the wrong commu- nication channels to get in touch. To prevent this, make sure that all your residents have the right phone number or email address (not the manager’s cell phone number) and that they are aware of any policies you have in place regarding communication with your staff. Better yet, take as much of your communication as you can online — paying rent, submitting maintenance requests, or even getting answers to questions about company policies can all be accomplished via an online resi- dent portal. If this resident is reaching out using the appropriate channels during open hours, there may be an underlying staffing issue. It’s possible that your team doesn’t have enough time to adequately handle resident requests or that the team is understaffed. One of the best ways to increase productivity without increasing headcount is by in- troducing automation in your business — this allows your team members to provide the best possible resident expe- rience without getting bogged down in time-consuming, offline processes. If the problem is with employee hiring and training, check out some of our tips to attract and keep a high-per- forming team. Continued from page 5