Tenant satisfaction is an important element in maintaining low turnover and meeting revenue goals. This makes customer service a vital part of a property manager’s job. Regularly assessing relationships with occupants could help building owners and managers deliver better services by identifying areas that need to be improved.
Of course, building managers are not the only ones who have regular contact with tenants. Maintenance workers, security personnel, subcontractors and others may interact with customers throughout the course of their day. In some cases, tenants may have little direct contact with managers themselves. To ensure that your employees are taking the necessary steps to deliver a satisfying experience when communicating with tenants, building managers need to provide the proper training.
Skill development initiatives are a significant expense in both time and money for most organizations, and there is always the danger that the programs will not provide much value. Staff members often view training as a waste of time, as they feel they learn very little. This could be a self-fulfilling prophecy, according to a whitepaper by The Forum.
Two Northwestern University professors explored the benefits that state workers gained from attending a two-day workshop, and found that an employee’s mindset prior to undergoing training influenced how much they were able to learn. When staff members were actively engaged in their job, they were motivated to pay attention and reported seeing better results following the workshop.
Unfortunately, many organizations struggle with how to motivate their employees. Incentive Central noted that the work environment is a significant factor in employee engagement. Having a supportive boss and the authority to make decisions on how to resolve problems help increase worker satisfaction. These elements are particularly important among maintenance crews, as fast responses and seamless handling of issues is vital to tenant satisfaction.
Staff members don’t want to check with a supervisor for every problem, but there does need to be continuous communication. Employee engagement requires a constant reinforcement of values from management. The source cited a poll by Gallup that found 82 percent of workers stated recognition for their performance motivates them to achieve more. By taking the time to acknowledge individuals who have shown commitment and dedication, companies can establish clear expectations for all staff members.
The process of recognizing personnel helps employees understand how their work is being measured. This is a key element in creating successful training programs, according to The Forum. Participants need to understand the value of the initiatives and how it helps them to do their jobs better in order to see strong improvement. Building management software can highlight how development programs contribute to the efficiency of a facility by tracking performance measurements. These tools can automatically monitor everything from response times to customer satisfaction. Reviewing these metrics regularly may motivate employees to work harder and pay more attention during training programs.
