“The most important thing in communication is hearing what isn’t said.”
Peter Drucker, management expert
It is no secret that effective communication with our residents is the hallmark of a superior onsite management team. Yet, it’s not always what we say that speaks the loudest: how well we interact with others often comes down to what our non-verbal behavior is communicating.
In reading and responding to thousands of online reviews in the multifamily industry, it is clear that one’s gestures, mannerisms, tone of voice, and facial expressions can communicate a lot to a prospective or current resident. Do your team members stand when greeting visitors? Do they act harried or rush a resident reporting a maintenance concern? Do they maintain eye contact with those speaking with them?
Communication expert and psychologist Edward G. Wertheim asserts that one’s nonverbal communication cues—the way you listen, look, move, and react—communicate whether or not you care, if you’re being truthful, and how well you’re listening.
Tip 1: Smile your way into a resident’s heart.
“She’s always wearing the biggest smile and goes above and beyond with anything that needs to be done!”
Nothing translates warmth like a smile – a simple gesture that can set the tone for a pleasant interaction. Communications expert Sue Voyles says, “When we smile, we signal our friendliness, openness to engaging, and interest in people.”
Tip 2: Be pleasant and courteous in the most unassuming circumstances.
“It is rare to find staff that is so engaged in their jobs and attentive to the residents. All members of the office team have always been pleasant and courteous whenever I run across them in the community.”
It’s the simple things that matter. Have your team regularly walk through the community and engage residents with a nod, wave, or brief chat. When a resident comes by the office, stand and greet them and, perhaps, offer them a beverage. Don’t check your phone, and do your best to listen without planning what you’re going to say next.
According to Help.org, nonverbal communication is a rapidly flowing back-and-forth process that requires your full focus on the moment-to-moment experience. Do that and your residents will notice.
We’d love to hear how you train your team to communicate effectively with prospects and residents. Go out and serve your residents well today!
About The Extra Mile
The Extra Mile is an online column serving the multifamily industry that features tips and testimonials for providing exceptional service for your residents. Reputation management expert Priyanka Agarwal will share exemplary customer service examples from inside and outside the industry which can enhance a property’s reputation and, ultimately, encourage new leases, referrals, and renewals. For questions and/or comments, contact priyanka@jturnerresearch.com.