In the age of the Internet, information is more accessible than ever, providing consumers with increased expectations over the service they receive throughout every part of their lives, from ordering takeaway to reporting maintenance issues in their block of flats.
Through apps, they can order a taxi or track a delivery order in just a few clicks of a button. With companies like Amazon and Deliveroo embracing technology to provide high levels of customer service, the modern resident expects speed, transparency and flexibility.
At the same time, the COVID-19 pandemic has caused customers to rethink how they wish their lives to be. A report from the 2021 EY Future Consumer Index provides insight into these changes. Globally, 58% of consumers planned to be more aware and cautious of their spending in the longer term, and 63% said price will be the most important purchase criteria for them three years from now.
49% said they would prioritise the environment and climate change in how they live and the products they buy, and 26% thought sustainability would be their most important purchase criteria three years from now. Similarly, many are concerned about social impact. 56% were more likely to buy from companies that ensure what they do has a positive impact on society, and 38% would buy more from organisations that benefit society, even if their products or services were more expensive. What does all this mean for the future of block management? Customers will carry their experiences with them, expecting to receive the same high levels of service from their management company as they do when using digital solutions. This means agents need to reprioritise what’s most important.
Focus on Being Green
EY’s research suggests that residents may be interested in the sustainability and impact of their building, and this is no surprise given the increased prevalence of climate change in the news. So don’t be surprised if you are asked about your green practices.
Be transparent about energy usage and what you are doing to help save the environment. You could even make improvements to the building with the consent of leaseholders, such as replacing traditional light bulbs with low energy ones.
Look at Accuracy as Well as Speed
Those putting value at the forefront of their purchase decisions will want to see just where their service charge is going and whether repairs and maintenance requests are dealt with on time, or, perhaps more importantly, correctly.
Many agents will monitor call waiting times, incentivising completing the call as quickly as possible. But this can ignore the root cause of issues, causing them to stay open and frustrating the residents they affect.
Use Planned Maintenance to Prevent Breakdowns
Great customer service should also extend to keeping the estate’s facilities in good condition and working order. Fast repair times are one aim, but wouldn’t it be even better if a lift was consistently reliable, with residents knowing that it wouldn’t break down at inconvenient times?
This is where planned maintenance is key, scheduling the replacement of parts ahead of time before they wear out and cause problems.
Add Value Using Amenities
The build to rent sector is known to elicit high levels of customer satisfaction due to the extra services it provides. Not every block can have residential spaces like a swimming pool or a gym, but going the extra mile to make your residents’ lives easier can make a real difference.
This could mean introducing a concierge service or a smart parcel box. Extras like this that your residents can’t find anywhere else can increase their loyalty and trust.
Embrace Technology
The key to keeping up with the modern customer’s demands is to invest in long-lasting digital solutions. Services such as a repairs and maintenance management solution with 24/7 repair reporting will help you go the extra mile for your customers, keeping them in the loop and ensuring they feel appreciated and cared for.
