Do you communicate with tenants in a way that keeps them engaged?
While building communication is essential to keeping tenants happy, just sending out information isn’t guaranteed to engage tenants. Or, make them feel like you care.
And, you might think you do a great job communicating with tenants – but your tenants feel differently.
If you don’t have the right tools to keep your tenants engaged, they’ll likely move to a building with better communication.
So, how can you engage your tenants with communication?
By making sure your building communication tool has these 4 essential functions:
1. Multi-Channel Communication
To keep tenants engaged when you communicate, you need to be able to communicate through a variety of channels.
E-mail used to be the preferred way to communicate. But, with the increasing popularity of texting and messaging apps – like Slack – that’s no longer the case. Yet, many property managers still rely on email and calls to get information to tenants.
If you’re using communication channels tenants don’t regularly check, you’re not getting crucial information to them. This can make tenants feel disconnected from their building – because these tenants never know what’s going on. If tenants don’t feel connected to your building, they have little reason to stay once their lease is up.
That’s why multi-channel communication is an essential function of your building communication tool. With multi-channel communication, you can send the same message across a variety of channels – like email, text, and slack. So, you don’t have to waste time sending the same message multiple times. Your building communication tool can do that for you.
Plus, with multi-channel communication, you’re communicating with tenants in the way they prefer. Any message you send out will feel more personal to tenants because you’re taking the time to communicate with them on their terms. Even though it doesn’t take any more time, tenants are significantly more engaged – leading to increased tenant retention.
To engage your tenants, your building communications tool needs to have multi-channel capabilities.
2. Updated Tenant Preferences
Along with multi-channel communication, your building communications tool needs to have a way to keep tenant preferences updated.
Keeping your tenants engaged means making sure they get any messages you send to them. If you have outdated tenant contact information, then you can’t reach your tenants.
When tenants don’t get any building updates, changes to protocols, or amenity information (among others), they feel left out and disconnected. They’re not engaging with your building because they don’t know what’s going on.
This lack of tenant engagement can increase tenant turnover when tenants leave your building for one with more amenities. Your building might have more amenities than other buildings attracting your tenants. But, tenants don’t know about it because they have outdated contact info. So, tenants leave your building – reducing your revenue.
To fix this, your building communication tool should allow tenants to update their contact info. Instead of having to reach out to them to get new contact info, your tenants can update it right from their app. This saves you time because you don’t have to get the info. And, it increases the likelihood that tenants will get your messages – increasing engagement.
A way for tenants to update their contact info is another function your building communications tool should have to keep tenants engaged.
3. Fast Responding Chatbot
Along with getting messages to tenants, you need to be able to respond to tenants quickly to keep them engaged.
Tenants expect everything to be instant – from watching shows, to getting packages, to communication. This instant expectation extends to building communication. When tenants have a problem or want to reach you, they expect a response in a minute or two – not hours or days.
But, you and your team are constantly busy ensuring the property runs smoothly. You can’t always be there to respond to tenant requests and concerns instantly. Or, even in a few hours or that day.
A slow response time makes tenants feel like you don’t care. Tenants don’t feel engaged because they don’t feel like their concerns are a priority. If tenants don’t think you resolve their problems well, they’re going to leave for a building that addresses issues quickly.
How can you balance your busy day with tenant communication expectations?
Using a chatbot is the easiest way. Powered by AI, chatbots can respond to tenant communications, get details of the problem, log a work order, and give tenants an estimated time for a resolution. All without any input from you.
With an instant response, chatbots can make your tenants feel like their concerns are a priority. This helps tenants feel engaged and connected to your property – reducing the likelihood that they’ll leave when their lease is up.
Because they can respond to tenants instantly, chatbots are another function your building communications tool should have to keep your tenants engaged.
4. Gathering Tenant Feedback
As well as fast response times, the ability for tenants to give feedback is another way to keep your tenants engaged.
Although getting information to tenants is important, it’s also essential to know what they think of your property management team, what information is most important to them, and how you can serve them better (to name a few).
However, if your building communications tool only allows for one-way communication, you’re not maximizing tenant engagement. You don’t know where you could improve, how to keep tenants happy, and what matters to them. So, you miss out on the chance to improve to keep tenants who aren’t happy.
Plus, tenants feel disconnected from the decision-making process. And, like they’re not an important part of your building. When tenants feel like they don’t matter, there isn’t a compelling reason for them to stay. Instead, they’ll look for another building that values them and puts their suggestions into practice.
Your buildings communication tool can fix this by providing a way for tenants to communicate their concerns and other feedback. That way, you know what problems tenants are having – and what changes they want to see. With this information, you can improve the tenant experience – and their engagement. So, your building is filled with happy tenants who want to stay.
To keep tenants engaged, your building communications tool should have a way for tenants to provide feedback.
Wrapping It Up
Keeping tenants engaged is key to tenant satisfaction and retention. Although you might think your tenants are engaged, any information you send them might not be getting through. And, you could be neglecting info your tenants want – like a round-up of the best restaurants near your building.
Without knowing it, you could have low tenant engagement stemming from communication issues. This could result in good tenants leaving for more responsive buildings – costing you revenue.
How can you make sure your tenants are engaged?
Use a building communication tool that has multi-channel communication, updated tenant info, a chatbot, and a way to receive tenant feedback. That way, you can communicate with tenants on their terms – and make sure they’re receiving messages. Plus, you can respond to them quickly. And, you can improve in areas important to your tenants – boosting tenant engagement.
Looking for a building communications tool? Give Prism a try. Prism’s building communications module has these 4 crucial functions and more. So, it’s easy to maximize tenant engagement – and retention.