By the Portfolio Management Team, Summerfield Management
Here’s a sample scenario of how the 3 Cs play out at the property level.
Tenant has an appliance that stops working. Due to supply chain issues, we discover the part is on backorder. How do we manage the problem and provide better communication?
Courtesy. Timeliness is the key to courtesy. On-site staff contacts resident by phone within 24-hours of the work request to let them know we are on it. We email status updates to the tenant and assure them we are researching different supplier options while discussing alternate solutions with the Portfolio Manager.
Competence. Identify alternate solutions. What are our loaner options? Can we source parts from vacant units or appliance storage? We determine the best decision and communicate the solution BEFORE the tenant feels the need to follow up. We provide text updates every 48-hours.
Compassion. Acknowledge their pain. If the tenant has to put up with a delay, we like to give an inexpensive gift along with a written note from the office apologizing for the inconvenience. A $20 Starbucks gift card goes a long way and reinforces that they are valued.
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Summerfield specializes in the management of apartment properties that are approximately 125 units or larger, and is licensed to manage in Washington, Oregon, Idaho, Florida, Georgia, & South Carolina.