It feels like ages ago, but just four years back, the world was grappling with the onset of the Covid pandemic. As we emerge from its challenges, those of us in multifamily management stand at a crossroads. During the crisis, technology became our lifeline, enabling business continuity and operational efficiency. But now, as we step into a post-Covid world, it is time to take a hard look at our tech arsenal and operational playbook to ensure they are still on point with our current goals.
Looking back, we see how what were once considered extras swiftly became essentials. Remote work setups, virtual tours, online leasing platforms, and touchless payments—these innovations became our everyday tools. But as we move ahead, we must ask: do we still need all of these, or have we piled up redundancies?
Are our community needs the same now as they were at the pandemic's peak? Are there tech tools we're holding onto out of habit rather than necessity? These are the queries demanding our attention as we fine-tune our operations.
Similarly, we need to scrutinize the policies born out of necessity during the crisis. Some served us well, but others may now stand in the way of delivering top-notch customer experiences. I can recall a community in Denver where, until recently, social distancing stickers still adorned floors, and lights remained dim in the leasing office during business hours. These practices, relics of the pandemic, inadvertently hindered genuine connections with residents and prospects.
Instances like these highlight the danger of settling for the status quo. It's not solely about blame; it is about recognizing where we have become complacent and challenging ourselves to raise the bar.
Addressing underperforming policies requires a holistic audit and overhaul. We must communicate the rationale behind these changes clearly, fostering buy-in across our teams.
A clearly defined communication plan is essential for organizational buy-in and successful implementation. Here is how to create one:
Identify the Why: Clearly articulate the reasons behind the proposed changes. Highlight the benefits for both the organization and individual team members. Answer the question: What's in it for me (WIIFM)?
Outline the Plan: Detail the steps involved in implementing the changes. Provide a timeline, responsibilities, and resources needed for successful execution.
Engage Stakeholders: Involve key stakeholders from various levels of the organization in the decision-making process. Seek input and address concerns to foster buy-in and ownership of the changes.
Choose the Right Channels: Select appropriate channels for communication, whether it's virtual town halls, team meetings, or digital platforms. Ensure consistency and clarity across all communication channels.
Provide Training and Support: Offer training sessions and resources to help team members adapt to the changes. Address any skills gaps and provide ongoing support as needed.
Monitor and Adjust: Continuously monitor the implementation progress and gather feedback from stakeholders. Be prepared to adjust based on insights gathered during the process.
Beyond reassessing our tech and procedures, we must also rethink our staffing levels. The old "1 per 100" rule may no longer cut it in the post-Covid landscape. Efficiency should never eclipse customer satisfaction. We need a plan to ensure our communities are staffed and trained to deliver exceptional experiences. And as we continue to bring more Gen Z and Gen Y renters into our communities, their expectations regarding service and what a community can truly offer are heightened more today than in any other time in our Multifamily history.
In essence, the post-Covid world is our chance to recalibrate. By evaluating our tech, policies, procedures, and staffing with a critical eye, and by communicating and implementing changes effectively, we can stay ahead in a rapidly evolving market.
To hear more about trends and ideas related to re-evaluating your operational “stack” listen to this episode of The Multifamily Mind Podcast with our guest Jen Piccotti from Swift Bunny!
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