Working Through the Storm: Responding to Renters During Bad Weather

Engage renters despite bad weather.

When storms strike, how can on-site teams respond?

When bad weather strikes and your team has difficulty getting to the office, how will they respond to messages from prospects and residents? When your marketing plan is working well, leads come into your office around the clock. Storms, snow, and ice don’t stop calls, emails, and renter expectations of responsive customer service.

A missed call is a missed opportunity to connect with prospects or retain loyal residents. Residents’ maintenance emergencies typically need an immediate response, and prospects may cross your community off their shortlist while waiting for a call back. Plus, a pile-up of time-sensitive messages means that staff will have an even longer to-do list when they are back in the office.

To ensure that staff has better options for responding to and sending messages when weather interferes, consider these options for renter communication.

Consider solutions that work across teams and locations

Start by implementing a communication solution that allows your team to stay on top of incoming messages through a dashboard on both mobile and desktop. Look for a tool that can easily keep track of two-way email and text conversations so your team can work together to respond quickly to renters, even if they’re not physically in the office.

Some communication solutions also can provide your team with the ability to notify residents about bad weather via easy-to-create email or text campaigns. This avoids the need to rely on hand-delivered flyers. For example, your staff would be able to remotely update residents on how to avoid frozen pipes or how to reach maintenance in the event of an emergency.

Another option is to engage the services of a virtual leasing center. Look for a partner that can respond to calls, emails, and texts in real time to ensure renters get a rapid response no matter when they contact your community – or what the weather is like outside your window. In addition, be sure that the service you choose allows for easy integration with your customer relationship management (CRM) software or property management system (PMS) to keep the information flowing smoothly.

Bad weather may disrupt a typical day in your leasing office, but that doesn’t mean your team can’t continue working through the storm. With the right mix of solutions– such as a dedicated communication solution and a virtual leasing center– your community can continue to capture calls, respond to messages, and deliver exceptional service to prospects and residents alike.

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