Written by Jodie Fraser
Managing a block of flats or an estate can be looked at as ‘just a building’ or ‘just a communal area’
But it’s more than that. It is someone’s home. It is their safe space and where they feel most comfortable.
According to nationally recognised body language expert Jan Hargrave, and many other professionals who study personality and motivational factors, only 7% of all communication is verbal. It really isn’t the words you say that creates a lasting impression, it is how you say them, your posture, and your tone. It is how you show that you care about the place that your residents call home.
Residential property research shows that when someone is looking for a property, they want convenience, access to public transportation, open spaces and a safe place that feels like home. One thing that all of those needs have in common is an emotional connection.
Properly maintained facilities, clean and tidy communal areas, welcoming colour schemes and perfectly manicured green spaces not only add value to the property, but the resident knows that you care about their space and how they feel about their environment.
Developing a clearer understanding of diverse personalities as part of relationship building strategies can also generate customer satisfaction. Tell your clients, “We heard you and we’re doing something about it.” When you ask customers for feedback (or when they share unsolicited feedback), let them know that it was received, that you heard what they are saying and that you’re going to do something with it. And when you do that “something,” let them know what you did and why.
Finally, thank them again for bringing the matter to your attention.
Understanding how a resident feels about the property (and the world in general) will help you build a stronger relationship with them.
When a person feels frustration, anger, tension or fear, they are more likely to act aggressively towards others. The world is full of fear at the moment with the cost-of-living crisis looming over everyone’s head. Add the lasting effects of Covid to that and emotions are heightened dramatically.
Remember, emotions are neither good or bad, but emotions can lead to socially acceptable or socially unacceptable behaviours if they are not properly addressed. These include:
- Anger
- Aggression
- Fear
- Anxiety
- Disgust
Emotions that may result in positive social behaviours include:
- Joy
- Hope
- Amusement
Emotions that may result in neutral social behaviours include:
- Calmness
- Boredom
Emotions such as awkwardness and confusion may present themselves as aggression because this triggers a fear response. People generally start to get scared or worried when they do not know what is going on.
As a property manager myself, I know how important clear communication is, but I also understand the demands of the role and that time is sometimes against you.
But I also believe that building trust and understanding how people feel about something will enable any property manager to meet the expectations of the resident, leaseholder or client and build a lasting relationship.
