Keeping tenants happy is a top priority for property managers, but there are many factors that contribute to this. When trying to improve tenant satisfaction, one of the factors that many property managers look at is how well their teams are following up with tenant requests.
This is exactly what drove Flagship Healthcare Properties to take a closer look at the service they provide to tenants across 150 buildings. In doing so, Flagship can now respond to all tenant requests within one minute. Here are the steps they took to achieve this:
1. Invest in technology to manage work orders and tenant requests
Many times, property management teams use outdated or soiled technology and manual processes to manage their work orders and tenant requests. Not only is this an ineffective way to manage requests, but it is unsustainable if a company continues to grow and gain more tenants.
Flagship transitioned from manual processes to modern technology for managing tenant requests. Today, the company tracks all tenant requests in Building Engines, making it easy for Flagship to effectively manage and prioritize work. This has dramatically cut down on time spent manually managing requests in the past, allowing their teams to follow up with tenants quicker than ever.
2. Determine benchmarks for property management teams to follow
It’s important for property managers to set benchmarks for their teams and track their progress in the software they use for managing tenant requests. This helps property management teams know what goals they need to aim for while giving executives visibility into their team‘s performance instantly.
Flagship set a service benchmark of responding to all tenant requests within one minute and communicates this standard of excellence as a promise to their tenants. If the company tells tenants that work will be acknowledged within one minute, they must meet those benchmarks. It holds their team accountable and shows their tenants they abide by standards put in place.
3. Set automatic notifications when work is assigned for quick follow up
Manually assigning work and tenant requests to the correct person and team is time consuming for property management teams. To speed up this process, Flagship knew they had to set up their system to easily, quickly, and automatically assign work to the right person who should follow up with the request. Today, notifications from Building Engines are sent directly to engineers, or the appropriate person for follow up, who can respond instantly via their mobile device, on the go.
4. Determine an escalation process to hold teams accountable
A lot happens in the day to day of a property manager, and sometimes tasks can fall through the cracks. Setting up notifications that are sent to management if a tenant request isn’t acknowledged in the appropriate time frame can help ensure that no task is missed.
In Flagship’s case, if a tenant request isn’t acknowledged within one minute, a point of contact on their team will receive an escalation notice via email that the request is still outstanding. If the request goes one hour without being acknowledged, a notification is then sent to the management team. This ensures that tenant requests are being followed up with immediately and to their promised standard. If they aren’t, the team can address the issue quickly before a tenant notices and becomes unhappy.
Of course, there are many factors that impact the happiness of tenants that are beyond the control of property management teams. But ensuring that work and service requests are followed up with quickly and effectively, can be easily controlled. Following these four steps help property management teams work more efficiently to complete tenant requests faster than ever.